Call center quality assurance is one of the most important aspects of running a successful customer service experience. Quality management, quality assurance, and quality control A call center environment’s successful operation depends heavily on “quality.” Fortunately, managers don’t have to start from zero when identifying essential KPIs.
Several traditional call center measures are still useful today, such as average call handling times and calls per hour. Managers should still use those tried-and-true criteria for measuring effectiveness. Still, you should also add the following five to your list to show executives and stakeholders the quality of your call center.
Let’s look at a few metrics you should measure with call center QA tools.
Adherence to Schedule
The following timetable offers a unique productivity metric. When a call center agent is logged in, it demonstrates how efficiently they spend their time. They often strive for a standard adherence of between 80 and 90 percent.
The statistics open up many opportunities, such as figuring out whether your most recent incoming agent may function better than an outgoing one. Holding agents responsible for completing the tasks they committed to also serves as an indicator of activity. Since many contact center agents are independent contractors, keeping an eye on schedule compliance is essential.
Resolution on First Call (FCR)
First Call Resolution (sometimes abbreviated as “FCR”) keeps track of the frequency of follow-up calls and callbacks and how this affects customer satisfaction. The measure serves as the gold standard, and emerging call center QA tools technologies, like cloud-based systems, can better meet its needs. In addition, the technologies track client information across all lines of contact, ensuring that customers’ issues are resolved the first time accurately.
Pro tip: Identify the metrics to establish a baseline and compare your results to them so call center agents knows what to aim for.
Response time and Service Level
Service Level Agreements (SLAs) are in place for your call center. You should monitor service level and response time rates to ensure they are met. The two highlight three components:
- How simple it is for clients to reach the contact center
- Number of agents required to provide outstanding service
- How your center stacks up against others of similar size or working in the same field
The two measures show what clients encounter whenever they contact your call center. In addition, they also objectively link human resources and outcomes by quantifying call handling numbers within a certain number of minutes and total emails responses within a certain number of hours or days.
Pro tip: You want high service level and reaction time metrics scores. However, consistency should be your ultimate goal. Peak response times only demonstrate that agents work well during a specific timeframe. Over time, they don’t demonstrate efficacy. To assess the entire effectiveness of the call center, you require that component more than any other.
Accurate forecasting serves as a yardstick for tracking managers’ efforts. It demonstrates how well their predicted contact load matches the actual contact load.
Your business suffers if the variance is significant. Either calls aren’t answered promptly and effectively, or more agents are scheduled than necessary to handle both inbound and outbound calls. Operating expenses rise as a result, and customer satisfaction levels drop.
Pro-tip: Instead of relying just on daily, weekly, or monthly reports, you can mandate that managers evaluate forecast accuracy at several points during the day. There is no excuse for managers not to monitor, measure, and control in real-time with the cloud-based call center QA tools available today.
Accessibility for Self-Service
IVR, online, and mobile apps are examples of self-service solutions that benefit the client. Effective tools please customers and call center agents. They use their sign-in time to serve consumers by providing answers to their complex concerns and problems.
However, positive effects evaporate when self-service technologies appear ineffective and annoying. Customers pound the “0” key to talk with an agent because they aren’t satisfied. Unhappy agents may emerge from this as well. They listen to frustrated and angry clients all day long. Of course, you don’t feel any better than they do. The rise in costs and inefficiency seems to have no end in sight.
Due to this, many contact centers gauge how easily accessible self-service options are. Apart from being used with self-service applications, the statistics serve a similar purpose to service level and response time.
Pro tip: You should think about conducting surveys and conducting enhanced monitoring of consumer interactions to gauge self-service accessibility. The first analyzes recorded calls to identify missing data in a customer’s record and evaluate the IVR’s efficacy. The second gauges how well your self-service solutions are working for customers.
Boost Call Center Quality Assurance Software for Better Performance
The success of your whole firm as a brand is determined by the performance of your call center. After all, if you charm your clients with outstanding service, 63% of them will prefer your brand. Due to this, call monitoring software helps your organization and also its agents for quality control, which is a critical step.
Call center QA tools are critical for your contact center’s incremental efficiency and effectiveness. It can help you provide a good CX across all channels. How does it work, and how can it assist you, and so on; that is what you will know here.
Quality Assurance Software in Call Centers Are a Necessity
As a significant point of contact for prospects and existing customers, your call center can make or break any deal. But, on the contrary, it has the potential to increase customer turnover too. According to a report, 45% of buyers will never buy from a brand again after just a couple of bad experiences. Alternatively, it can also increase your earnings since 68% of clients are prepared to pay more for a great customer service brand.
Call center agents and brand reps have a large share of the burden of providing good CX. Brands and call center companies can make many discoveries by integrating call monitoring software depending on specific pre-requisite elements, such as
- Negative and positive trends
- Inefficiencies in the operations
- Gaps in agent skills and knowledge
- Non-compliance risks
- Concerns client satisfaction
- Achievement of contact center objectives
- Need for engagement
With these quality assurance recommendations, you can monitor and analyze agent activities that have the most impact on the brand’s products. It is all about emphasizing tasks and methods your call center representatives should employ. On the contrary, your company cannot do so efficiently without call center quality assurance software.
Importance of Call Center Quality Assurance Software
Call center QA can be a hit or miss when organizations rely on manual quality monitoring means. Supervisors can become less objective due to the human components, which results in inaccurate reporting and slower progress toward their goals.
Combining human insight with comprehensive call center QA tools, on the other hand, can increase overall performance by:
- Monitor and measure what is important for your company regularly
- Providing thorough and timely feedback all your agent’s performance
- Root cause analysis detects of patterns and other impediments to progress
- Monitoring regulatory compliance and detecting flaws and errors on a regular basis
Everything comes down to assessing the call center’s strengths and challenges and then comparing the same with your current performance to the criteria or objectives you set. You can make adjustments if you keep track of contact center KPIs that your agents can make use.
Use the five indicators mentioned above to create a baseline for quality management at your call center. The five provide greater customer satisfaction and reduced operating expenses. However, you may always add more.
To know more about call center QA tools, contact Omind Technologies, one of the leading QA tools available. You can also get a free trial before you decide to buy