Wednesday, October 26, 2016

4 Best Practices for Call Quality Monitoring


Most companies are thinking of social media and messaging services when looking at customer experience, but they often overlook the voice channel. The voice channel remains the most trusted channel when it comes to solving complex customer needs. Older customers also prefer the channel to other methods. With call quality monitoring, the customers are assured of great experiences in line with other channels. Try the best practices below to monitor the call quality effectively at the contact center.

Invest in call recording tools to aids in call analysis
It is important to have outbound and inbound call recorded for the proper analysis. Invest in call center software that has call recording capabilities. This kind of software enables you to monitor the call quality performance and assess the performance of your agents. Try to analyze a few calls one after the other rather than sampling calls at random.

Define what makes an ideal call
Your team of contact center agents should know what makes an ideal service call. After carrying out the analysis described above, list the main strengths and weaknesses of your team. Look at practices that can be amplified and those that should be changed in order to achieve the ideal call.

You may need to revise the call script, look at the tone of the agent conversations, or even add more languages to your contact center service. You should also consider better CRM software, such as that of a cloud based call center, to enable seamless integration of the contact center with the customer information and the company resources. Sometimes the agents would need additional agent training to get them on par with the new requirements.

Ask for agent feedback
Think of your agents in the quality call delivery process. Seek their insight on how to improve the voice practices. Include them in the script revisions, simplification of the technical language and the trial process for the new software. Do not shy away from asking what should be done to improve their skills at the call center.

Reward the agents for good work
Rewards are great motivators and help encourage workers to improve their performance. Design an evaluation process to rate the skills and quality of performance for your agents. You should also empower agents to self-evaluate their performance and make the necessary improvements. Brilliant contact center agents should be recognized and rewarded accordingly. The reward should be enough to encourage others to put in the effort to achieve the same success.

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