In a call center, there are many things, which need to be administered like overall productivity, customer satisfaction, resource allocation and utilization, and more. Call center quality assurance is a holistic term, which means monitoring and improving metrics related to customer satisfaction, agent productivity, and resource utilization.
There are multiple ways to assure call center quality, but still, many call centers could not either monitor or improve the call center quality and assure the highest call center quality, which means the highest performance. In this article, we are going to share how to assure call center quality with ease.
1. Measure existing call center quality and define the goals
The first thing you need to do is to check the existing call center quality. It will also help you identify your strengths and weaknesses. It will let you understand the KPIs, which actually need improvement. You can use the reports section of the intelligent call center software to measure your existing call center quality and performance.
2. Define goals and action plan
Once you learn about the existing performance and identify the area of improvement, you can easily define the goals that need to be achieved. Jotting down the goals is just the first step. The next step is to define an action plan. For example, if productivity is low, then the action plan can include improving the call script and using another call routing strategy to improve the performance. It means the action plan needs to include what steps need to be taken to assure improved call center quality.
3. Educate everyone about the goal and action plan to improve call center quality assurance
Your team needs to know the goals. Give them the action plan and also let them give you a suggestion to update the action plan. Your agents and supervisors can definitely give better suggestions as they interact with customers in routine.
4. Convey positive and negative points
In real-time or in regular meetings, it is necessary to convey performance and quality points. Inform agents about the points they have been doing are excellent and what needs to be changed. Regular feedback can help in improving and regular appreciation and rewards will motivate the team to assure high call center quality.
5. Provide the right tools to agents
By using the tools of the 19th century, you cannot win the goals of the 21st century. You need to upgrade the tools. For example, if you are using a traditional call center solution, you must switch to the intelligent call center software. You must update your call center script occasionally. You need to get advanced call routing rules. You must have extensive blacklisting and DND features. You must add omnichannel communication into your intelligent call center software, and more. Along with the technology and tools, you should also upgrade infrastructure and team skills by providing them the required training.
These are the top 5 tips for improved call center quality assurance. If you do not have the intelligent call center software, contact us.