4 Easy Steps for Effective Quality Monitoring in Your Call Center

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Posted By Kathie Murphy on 2021-12-29 1:40 AM

Description

Call center service providers are now shifting their focus to delivering exceptional customer experiences. They believe managing the customer needs and building customer satisfaction are more necessary to sustain the business growth and stay ahead of the competition. Probably, it’s time to look for a quality monitoring system instead of sticking to knowledge management software only. Obviously, the second one is equally important. But when it comes to measuring the agent’s performance, the QA tool should be at your service.

Stats and facts to prove why quality monitoring is important

As per Gartner’s report, 64% of customer support leaders will pay more attention to business growth in 2022. According to Zendesk’s 2021 customer experience report, 73% of customers love to enjoy quick resolutions, 47% of customers believe in 24/7 support, and 75% of people look for a personalized experience.

The reports give a clear outlook on the future of call centers and their necessary perspectives.

How can you ensure exceptional customer support service?

A quality assurance program is key to generating high-quality customer support service in a call center. If you are looking forward to meeting your business goals and retaining your customer base, you must not avoid strategizing a quality assurance program. The exceptional QA steps will obviously lead you to exceptional customer support services.

Are you waiting for the QA experts to kickstart the process? Using the quality monitoring software, you can probably ease the workload and enjoy better monitoring features than with human support.

Key features of call quality monitoring

A well-developed call quality monitoring software is not just confined to call recording and call monitoring features. The software comprises tons of features that allow users to assess and analyze customer service calls, scrutinize the calls, determine the agent's efficiency and effectiveness, and share satisfying customer solutions.

In the following section, we are going to discuss the steps for effective quality monitoring in your call center. Keep reading to gain valuable insights.

4 Easy steps for effective call center quality monitoring

1. Build up a quality assurance team: Your first job is to develop a proper productive call center quality assurance team when you look forward to a good customer experience. The QA experts are responsible for analyzing, interpreting, sharing, and making a decision based on it. They understand customer demands and set quality standards to measure team performance accordingly.
   
   
2. Set proper quality assurance standards: Every measurable thing requires a set quality assurance standard to understand whether the agents are performing well or not. Probably, it helps to analyze and measure the KPIs associated with it. You can set the QA standards based on business, customer, process, and compliance. The key behind setting the QA standards is to ensure quality customer service.
   
   A few significant KPIs that you need to consider are – Average Handle Time, Net Promoter Score, First Call Resolution Rate, Average Call Abandonment Rate. Measuring these factors is necessary to understand customer behavior, service efficacy, employee performance, and employee efficiency.
   
   
3. Invest in QA tools: It is good to have a team to work on the quality insights. But without a proper QA tool, it is a very time-consuming and stress-driven approach. We suggest our friends invest in quality monitoring software that reduces human efforts and at the same time turns out to be very productive.
   
   The software solution is always the best choice for the QA monitoring process. The features that make the solution so effective are – text analytics, speech analytics, call recording, and real-time report generation. Just get one tool to analyze the metrics mentioned above and figure out the root cause behind this.
   
   
4. Go for agent training: Finally, don’t forget to enhance the knowledge and skillsets of your agents. This is required to deliver quality performance and productivity and satisfy the customers with the best service.
   
   The QA tool will help you understand the agent's performance to offer quality training and development programs for improvement. Of course, the QA experts manually can perform the job. But as said, it would require enough time for performance analysis.

The Bottom Line 

What is your business agenda for the next year? Instead of playing the same song on a broken tape recorder, add some new flavor to your business. Probably, investing in digitally-advanced solutions like quality monitoring and assurance software and developing your agents’ skillsets with knowledge management software will be the best game-changer.

Are you interested in introducing a quality monitoring program? Make sure you have the software to fall back on.