6 Call Centre QA Best Practices that Organisations Should Follow
A typical call centre quality assurance must be focused on strategising against customer problems. Beginning from the manager to the call agents, the focus is pivotal and there is software that can help ensure that call centre QA is maintained.
When your company delivers subpar customer service, it forces customers to consider doing businesses with competitors. Of course, you do not want to lose to competitors that are ever-read to capitalise on your loopholes.
The first step is to get a reliable call centre QA software. Then focus on identifying what your company requires, and how you can maintain quality customer service for their QA across every call centre. Meanwhile, this compilation uncovers 6 call centre QA best practices you must follow:
Build the Right Team
The significant success aspect of contact centre quality assurance is having the right team on board. It includes excellent frontline agents and managers willing to coach, rather than blame indiscriminately. Moreover, call agents must be willing to self-develop to build their portfolio and enhance productivity in the organisation.
The training focus should be net promoter score technique, script adherence, and a similar outcome in the average handling time.
Managers must reinforce training by holding regular feedback and coaching sessions. A single coaching session is never enough.
Take an Analytical Approach
By monitoring call centre quality assurance, a company can establish valuable insight into what defines an excellent customer experience.
Most call centres rely on monitoring data manually, while others prefer automatic. It all depends on the size of the organisation and what works for them. Moreover, analysed significant metrics are measurable and can be enhanced.
In essence, when your approach is analytical, you can discover flaws seamlessly, and establish the best strategies.
Listen to the Best and Worst Calls
Depending on the size and structure of your company, listening to all calls – live or recorded, may be challenging. The best practice is to focus on calls that either perform poorly or excellently.
Also, focus on the shortest and longest calls by duration. Calls that involve multiple contacts and multiple forwarding to other agents contain what you need for improvement. Use the contents of such calls to train your agents to enhance call centre experience.
Define Relevant Metrics
The rule of thumb regarding call centre QA is to focus on defining relevant metrics only. Generate important questions to checkmate your policy. For example, can your scorecard metrics evaluate an excellent call? Can it identify a unique call from a common one?
Focus on the measurable criteria too. Endeavour to involve every team leader and agent to set the criteria, and share in the quality assessment process. Lastly, build a scorecard that differentiates and identifies good call skills that can be improved.
Ensure Regular Feedback
Another call centre QA best practice an organisation should follow is monitoring regularly. The support data can make coaching and support easier, which improves quality call assurance.
Use well-defined metrics and real scenarios to provide solid samples to build upon to evade poor habits that ruin good calls and customer satisfaction.
Moreover, feedback must not be given out objectively but structured through metrics to stick to the point and improve productivity.
Don’t Designate Blames
Agents are not above mistakes. Try not to apportion blames or single out one team member. If you must criticise a team member, make it subtle, and not amid the team.
The focus, after bad calls, should be on agent improvements to curb such events. Encourage the agents to resolve the issue, even if it means reaching out to the customers again.
The corrections can begin with the language agents use when replying customers. Does the language pass the blame to the customer, or does it entail that the agent is willing to resolve the issue? Regardless of the situation, agents must focus on solving customer problems, rather than blame. Nevertheless, it is OK to advise customers on how to prevent such occurrences in the future.
Provide Excellent Scripts
Most of the time, agent calls depend on the scripts for productivity. Scripts guide call agents to respect the standards governing the quality of call service that encourage customer satisfaction.
A script is pivotal in the business, and for employees, whether the call centre addresses inbound or outbound calls.
Make sure the script is well-crafted because it reflects the significant outcome of the technical monitoring. Meanwhile, with proper insight, you can analyse data to create thoughtful and effective scripts.
Regardless of your agents’ talents, encourage them to get off the scripts when necessary. Of course, the script may not contain all information needed to ace calls.
Call Centre QA: Top Performers Guarantee Improvement
Top-performing agents deserve all the attention. When managers display key performance indicators, it encourages agents to engage further, and remain productive.
When a company recognises quality performance, the outcome is excellence. It must not be financial incentives; mere comments on their commitments boost their morale massively.