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For inbound call centers, monitoring the quality of customer service is an essential aspect of day-to-day operations. With thousands of interactions between agents and clients, supervisors responsible for quality control face a rather difficult task of finding ways to identify calls that failed to meet the predefined standards of customer care and assess the underlying reason for the lapse in quality.
A comprehensive approach to quality assurance includes analyzing different call stages, tracking statistics, and eliminating scenarios that cause problems. Customer satisfaction is not only affected by agent performance but is highly dependent on call experience in the IVR and queue as well. Explore the following strategies to determine the factors that influence your call center quality scores.
1. Define quality standards and communicate them to your team
Call center executives need to make sure that quality standards are clearly defined and available to all employees. To deliver favorable call outcomes, each team member who interacts with customers or supervises conversations should have a clear understanding of what is expected of the call. Agents can incorporate certain types of greetings and key phrases in the call and follow a pre-written script to achieve uniform customer service. Adherence to compliance guidelines like recording consent or PCI DSS is essential for ensuring the quality of experience and protecting customer information.
2. Improve your IVR and queue experiences
A high pre-queue abandonment rate could indicate your IVR is not clear enough for a customer to navigate. To resolve frequently asked questions without making the caller wait in a queue, offer answers as separate options in the menu. You can also divide specific support cases or requests into groups for the responding agent to be familiar with the issue in advance.
To improve the queue experience, try different routing strategies based on caller destination, time of day, and choices made in the IVR. With automatic call distribution, your customers are spending less time waiting on hold, and will be more satisfied with the overall experience.
3. Track statistics and look into unusual cases
Statistics is a powerful instrument to gauge the average customer experience and agent productivity. Use the historical reporting features of your call center software to look at weekly and monthly performance indicators and identify trends and bottlenecks. The most common QA parameters include Average Call Duration, Average Handle Time, First Call Resolution, and Customer Satisfaction Score.
Keep in mind that QA metrics and especially their values are highly dependent on your call center profile and industry. Customer experience that stands from the average is not necessarily a negative one. While an hour-long call against the average 5-minute conversation may seem like an unfavorable anomaly at first, it may be a case of the agent getting to the bottom of an unusual request and being able to resolve the issue.
4. Monitor calls in real-time
While detecting patterns requires continuous monitoring, smaller-scale issues are best handled and resolved in real time. The ability to make decisions on the spot based on key performance metrics and threshold alerts can be a great aid to managers. For example, supervisors can reassign idle agents between queues to make use of all available resources and reduce the average waiting time for customers.
Supervisors can also rely on real-time dashboards to track key performance indicators of each agent and cooperate on difficult calls. When an agent ‘raises a hand’ to request assistance, the supervisor will be notified and can offer guidance or join the call. Instant alerts are not limited to live calls and can be further customized to notify managers about metrics that exceed the predefined standard.
5. Use speech recognition for call recordings
Typically, monitoring the quality of your call center's activity requires hiring a team of specialists to evaluate every call—a task that can be repetitive and time-consuming. Transcripts generated via speech recognition, by contrast, allow supervisors to process information much faster. Long pauses and hold music are eliminated, leaving only the written substance, which will drastically speed up quality evaluations.
Call transcripts can also be analyzed at a deeper, phrase-by-phrase level. The algorithm compares each statement with your pre-specified dictionaries—sets of keywords that have positive or negative connotations. If the negative keywords exceed your average ratio for a chosen agent or conversation, the supervisor can elect to continue reading the transcripts, or can listen to the calls to get more context. The placement of relevant keywords will be highlighted in the recording for easier navigation. And through sentiment analysis functionality, calls can be further analyzed to provide an emotional score that goes beyond the words that were actually said.
Quality monitoring without powerful call center software tools is full of uncertainty. Voiso enables a deep understanding of customer experience using real-time monitoring and historical reporting features. Track 50+ metrics for agent and queue performance in real time or retrospectively to meet and exceed every goal.
Voiso’s speech recognition allows you to transcribe and select calls that require quality assessment. Utilizing technology on your call recordings will not let any negative customer experiences go unnoticed while making the job of your quality control specialists easier and more meaningful.