Effective Call Center Quality Audits For Better Agents Performance

Call center quality is the make or mar base for any organization and its reputation primarily. At each step of the operations, it is inevitably essential to maintain high-quality standards. It not only provides distinction against the competitors but also provides your consumers with a USP that fetches their loyalty alongside. The quality delivered by an agent is judged against the parameters of communication, patience, and dynamism.

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Effective Call Center Quality Audits For Better Agents Performance

Challenges in call center quality management

Increased AHT/call time

Increased AHT/call time

Call center quality assurance team must work incessantly to read calls, and develop more interactive ways to channel information verbally and quicker than earlier. Stretched up dead air due to lack of quality support to agents add to the same.

Negative effect on FCR

Negative effect on FCR

Low FCR arises as a result of SLAs not being complied with. When a query is not closed, the customers keep on calling repeatedly and same issue undergoes a prolonged discussion over being satisfactorily closed.

Improper feedback management

Improper feedback management

When feedback mechanism operates with loopholes, the agents do not receive honest opinions and reviews. It shoots up the rate of agent error and leads to repetition of same mistakes under similar scenarios.

Lack of SOP adherence

Lack of SOP adherence

A set flow of procedure followed is essential to inculcate a tonality to the conversations of call centers. Agents must be carved capable of asking right questions in right instances. Ignorance of this leads to fatal errors & negative impacts

Unaware of process changes

Unaware of process changes

Information about the changes in the process being handled by an agent should essentially and quickly be conveyed to avoid any wrong information from being borne to the caller leaving a query incomplete and faulty as well.

Benefits of call center quality management

The agents when having complete knowledge about the product, can resolve all queries smoothly and in less time. Aid your agents with technology for easy findability of the content and quicker wrap-ups to all resolution calls leveraging quality.

Well-informed agents

While going through the customer responses, the quality analysis team extracts out the cream of overall responses and trickle down to references to be used while addressing certain calling process as needed. Better agent quality is more persuasive to customers.

Better feedback management

With improvised quality, not only can an agent be the customer winning vocal representation but also maintains a track of major problems with the product and unclosed or complicated queries helping the organization to bail out those loose ends

Improved outcomes

With a service quality graph on a continuous rise, the agents can expand their horizons of perception and handle situations better. Reduced queues and quicker solutions retain customers and enhance the customer satisfaction score thus attained.

Better customer satisfaction

The communication if not cyclical is always futile. To establish smooth and hassle-free communication between your customers and agents it is essential to give them a head start with a sorted knowledge base and seamless flow of updated information.

Improved communication

Knowledge management modules for call center quality

This streamlined process for support teams has a step-by-step intuitive workflow. The agents while handling a call can easily navigate and provide the next best action to the solution starting with the problem statement. It facilitates solution delivery in a quick and crisp way.

Decision trees

Use visual navigation for scenarios explaining the problem state and delivering solutions to the consumer. While describing particular a solution the agents require a support base to precisely view and explain the caller their intent thus guiding them.

Picture Guides

A well organized and sorted knowledge base facilitates easy searchability of the knowledge in a crisp as and when needed. Such quick access to information supports the agents by being the base for a favorable conversation with caller.

Knowledge base

The call center quality control department can use LMS and quizzes to run regular assessments to know agent knowledge and ensure agent health. A well-organized agent can convey better calls thus driving better FCR.

Learning management system

Role of different users in call center quality management

Agents

Agents

The agents at a contact center need to be trained properly. A proper training makes them confident and thus ready to face any situation. A confident agent shall always deliver improvised work quality and be open to feedback. Working out criticism further boosts agent quality.

Customers

Customers

When a customer contacts a call center agent, a pre-set assumption of long call queues and multiple repetitions of problem and details rules the brain of the caller. When an experience drastically opposite to negative notions is encountered, the C-SAT adds to organization’s value.

Operations supervisor

Operations supervisor

The role of an operations supervisor is of inevitable importance. The supervisor must make sure of the fact that all agents deliver results as expected and that each query is taken up with the intent to comfort the customer and stay along till the ticket is closed as solved.

Training and quality

Training and quality

Onboarding of agents, in reality, is one of the most crucial parts of team building. Each call ought to be recorded and analyzed for quality check purposes and the pointers must be taken especially from unclosed tickets or from calls with unusual and complicated queries.

Digital team

Digital team

Agent quality is the typical measure of success or failure of a processes’ customer support. Digital team needs to be on with their role at the backbone of the contact centers by keeping an eye at the most used keywords and questions.

CX heads

CX heads

Better communication equals satisfied customers. The CX heads spend day in and day out to find better ways to ways to open and close a call while keeping the focus at sustainable and quick solutions. Agents typically have merely three seconds to secure coordination from the callers.

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