For any business, it is imperative to take care of two things perfectly, ‘Product development’ and ‘Call Centre functions.’ This is so because reliable products grab eyes of potential customers while flawless call center operations pave the way for seamless business growth.
However, managing these two things aptly in tandem is not easy, as both seek undivided attention. That’s the main reason why most of the businesses join hands with eminent call center service providers.
Are you handling call center operations on your own? Here are some best call center quality monitoring practices you should be knowing:
1. Pick Your Metrics
The best way to know whether you are doing well or not is keeping a tab on vital metrics because if you have the information depicting ups and downs of your performance, you are likely to identify hidden factors that are acting as an obstacle. However, there are hundreds of metrics that can be tracked, but there is no point in being drowned in the pool of unimportant data. Therefore, keeping a close eye on essential metrics is instrumental.
“How to identify which call center metrics are indispensable and which aren’t?”
Well, every single metric has its own importance, although you must check your business needs to find out the crucial ones. We have rounded up some significant metrics that are worthy to be tracked:
- Average Call Abandonment Rate
- Percentage of Calls Blocked
- Average Time in Queue
- Service Level
- Average Speed of Answer
- Average Handle Time
- Average After Call Work Time
- First Call Resolution
- Occupancy rate
- Customer satisfaction
2. Develop a Reliable Script
The factor that decides whether you will meet expectations while rendering call center services or not is ‘How well customer-facing agents perform assigned call-related tasks.’
This is significant because if call center agents struggle to have a meaningful dialogue with customers, CX levels are bound to drop, and that is not good for your brand image.
To make sure that call handling agents don’t make silly blunders, it is fundamental to come up with error-free scripts that not only help in countering complicated questions but also aid in lifting the pace of service interactions.
Want some tips to create perfect scripts? Here are some important ones:
- Solicit suggestions from agents and implement them during the script creation process.
- Wipeout all superfluous topics.
- Make sure every topic is organized according to keywords.
On the off chance that you think running an in-house call center isn’t your cup of tea, join forces with reputed call center service providers.
3. Train Your Agents Aptly
To ensure high-quality during customer interactions, it is significant to make your support agents comprehend what you are aiming at. Plus, training them with the best possible resources is crucial as that will help to exhilarate SLs (service levels.)
By and large, companies running an in-house call center often try to shorten agent training programs as they want service reps to interact with customers ASAP, however, this move never pays off. Why? Well, if call center agents are not trained properly, they are unlikely to live up to customers’ expectations.
On the other side, specialized call center service providers never compromise with the quality of their training programs because they are au-fait with this fact that better you train, better you deliver.
So, if you are operating an in-house call center and willing to exceed customer expectations without breaking a sweat, provide top-notch training to your agents.
4. Filter Your Long Calls
Do you know why maximum business owners don’t want to handle call center operations? Nope! Well, they don’t want to encounter the hassle that mammoth call volume causes. To deal with a pile of incoming calls, organizations get reputed call center service providers on board.
Eminent third-party vendors never fail to match expectations related to call center services, as they monitor long calls very closely so that those issues can be revealed which don’t let support agents do their work with aplomb.
Therefore, if you are handling call center functions without taking external help, filter your long calls with the goal of learning about issues which take more than enough time to be resolved.
Final few words:
These days, handling non-core business functions with perfection is vitally important because they also help to maintain the customer base. By means of this write-up, we have revealed 4 best practices to monitor the quality of call center services. Hope you have understood all the pointers without any confusion. You can reach out to us via comment section if you think something isn’t right with this write-up. Until then, ciao!
Thanks for reading!