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Modern call centers are always giving their best to deliver an unforgettable customer experience. However, one call drops the ball, and the business can be doomed to failure.
Loyal customers are priceless to a business. But with competitors circling around searching for a tiny grievance to snatch your customers, conventional customer service can often fall short.
It’s also very difficult to stay afloat with the constantly changing environment in the market. According to a report from Hubspot, 88% of respondents agree that customers have higher expectations than in the past.
Call center quality assurance is the key to being responsive to customer needs and expectations. With call quality assurance, you can ensure you are creating loyal customers.
But easier said than done, right? Wrong.
Here is a complete guide on how call center quality assurance helps in converting your business into a memorable brand for your customers.
As rightly said, quality is never an accident but the result of intelligent efforts. Quality assurance (abbreviated as QA) is the art of enabling a finished product to meet expected outcomes.
Call quality assurance helps in aligning customer interactions with business objectives. With call center QA, it becomes possible to identify common customer issues.
Call quality assurance also enables the establishment of standardized communication processes that aid in boosting customer satisfaction.
In short, call center quality assurance helps in fine-tuning agent performance while fixing various loose strings in the call center.
With call center quality assurance, you can carry out call monitoring and scoring using software and draw actionable insights in boosting your call center agents’ performance.
It is evident that more customers prefer calls over chats and emails. According to a report by Microsoft, 39% of people prefer phone or any other voice channel for customer service, which was the highest compared to the other channels.
With voice calls, customer service becomes easier and faster. But, the calls become difficult to assess, which can under shadow many grievances. Additionally, calls can contain many opportunities that go unnoticed.
Finding the root cause of many issues from 100% of the voice calls was impossible until automation came into the picture.
Call quality assurance in call centers made 100% call monitoring possible within a reduced time without losing the human touch.
Listed below are a few ways in which call center quality assurance helps in improving call center performance:
Quality assurance is vital in a call center, and we’re pretty sure you already have a QA team doing the necessary work to keep the organization going.
But are you using quality assurance to its maximum potential?
Using quality assurance for a fixed number of organizational tasks leaves many unperceived opportunities.
Also, post-covid has opened doors to remote working, which challenges aligning employees to their work and monitoring them.
Not to worry! We have discussed some essential functions of a quality assurance team below that will help you assess your call center’s status better:
A report by GetFeedback says that 73% of respondents have increased their efforts in delivering a personalized experience to customers since Covid-19.
With call center quality assurance, you can operationally, strategically, and tactically measure how well you are at positive customer experience. You can also perform root-cause analysis to understand every customer interaction.
The insights acquired with root-cause analysis can be used to fix identified issues that can help improve customer experience.
Additionally, quality assurance for call centers has more benefits that help better understand the customer experience, like the voice of the customer, empathy, rapport, active listening, etc.
Quality assurance for auditing comes into the picture when interactions with a failure are detected.
Audits assess corrective measures that were taken during a failure. High-quality QA flags and tracks these corrective measures and helps in reducing manual efforts.
Good quality assurance will also enable you to alert agents through email and make them aware of their QA scores. Agents will therefore be able to view the actions taken with their respective dates.
One of the most common uses of call center QA is the evaluation of agent performance. Voted as the most popular way of assessing agent performance, QA in call centers grades the quality of customer service. Agent performance is evaluated on actionable items which are associated with KPIs.
Often, call centers don’t dive deeper into quality assurance. Identifying gaps in performance and knowledge by root cause analysis is one of the most valuable functions of a call center.
The bottom of causation and determination of correlation is achieved by monitoring and spotting discrepancies, pitfalls, and opportunities. Quality assurance overall provides a detailed insight into these factors in the form of scores and reports.
Providing a great customer experience requires empathy, active listening, and responsiveness. With certain miscommunications, harsh tones, or language usage, a customer can walk away feeling negative about the company.
Quality assurance ensures that an agent faces the customer decently while providing the best service possible. Moreover, companies can set parameters that an agent has to follow that would bring out the best results in facing the customer.
Remote working has become more and more popular. With quality assurance, aligning the agents to collaboration tools, softwares, and productivity-tracking apps become easier.
If your remote call center is using a cloud system, call center software is definitely the most vital tool you need in your tech stack.
Quality assurance aids in providing proper training to managers and agents in call centers. With the right QA, you can save ample time and effort while not compromising on the quality of coaching your employees get.
Good quality assurance eases the onboarding process and can decrease your ramp-up time to as low as 60%.
Call quality in a call center is assessed by the team leader, quality assurance auditor, or sometimes the manager.
Commonly, there are two categories of parameters on which call quality is assessed:
Customer and call metrics include average handle time, average after call work time, service level, first call resolutions, average speed of answer, average time in call, average call abandonment rate, etc.
Every company agrees to a set of parameters to be followed by the agents while facing the customer. A QA is performed by a QA specialist or a team leader where the agreed parameters are assessed. The assessment indicates the agents’ professionalism and performance while opening doors to improvement and growth of the organization.
Quality assurance for call centers is evidently crucial. But a quality assurance analyst is vital to run an effective QA. The quality of service sought to continuously improvise is determined heavily by the call QA analyst.
Listed below are some of the skills every quality assurance analyst must possess:
Before we discuss the way to create a perfect call center framework, we need to understand the 3 types of quality assurance frameworks.
Here is a call center quality assurance checklist that will help you improvise your QA and help you achieve maximum results:
The right call center software will allow you to automate data collection and make the process of monitoring, analyzing, and interpreting way easier.
An AI-backed conversation intelligence platform like Convin provides the right combination of features that you need to stay on top of your QA process:
To make the most out of your QA program, everyone must be on the same page. A better experience needs the understanding of your team towards the word “better.”
Your team must be well acquainted with the KPIs that assess them. If your team manages to avoid the unnecessary “I didn’t know” moments, your call center will never face another customer disappointment moment.
Call center managers and team leaders often have too much on their plate to handle quality assurance. So instead, it can be worth it to bring in a dedicated quality assurance manager.
QA specialists or department managers will monitor calls and improve training materials. If budget is a concern, look into outsourcing your QA process.
Call center managers and QA leaders often have too much to handle, which can be gruesome, along with the various complex issues haunting them.
With a dedicated quality assurance manager, these tasks can be streamlined with ease. Outsourcing a QA manager is also a good way to go in case of budget issues.
There are two key aspects to keep in mind:
A consistent schedule aligns agents and managers to analyze and exchange helpful feedback.
Constructive criticism always opens doors to new opportunities and improvement. Agents need to receive feedbacks on their performances to understand their status of work.
With good call center software, this feedback can become easier to be assessed and deliver.
Agents needing refinement in their performance can be coached and monitored.
By the end of the day, skilled agents bring out the most results. Rewarding them with incentives is also a way to upskill your feedback process.
Your call quality assurance is a process that is continuous. It is very necessary to revisit the processes and KPIs from time to time to ensure their effectiveness.
The market is changing constantly. It is always healthy to frequently question your strategy, change frameworks, and revamp your team.
Convin is a versatile software solution that doesn’t claim to solve your contact center woos but resolves many challenges with a few capabilities. Customer management and experience creation is one area that Convin can help.
By employing automated tools and influencing agents' performance, elevating CSAT by 27% is only a matter of time.
Let’s dive in and learn how Convin can help with CXM.
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Convin monitors and analyzes 100% of calls automatically based on custom parameters set by your organization. The conversation analysis offers winning behavior identification and last-mile automated agent coaching.
Convin’s call center tool automatically reviews 100% of customer calls, chats, and emails using custom call evaluation forms and spots agent performance challenges and unhappy customer conversations. Through automated quality management, managers and QA generate call scores that help establish coaching needs and staff dissatisfaction.
Convin also allows auditors to do manual auditing on calls, chats, and emails and leave necessary feedback.
With the help of customer intelligence and custom-tracking , Convin presents parameters that drive positive and negative outcomes for the business. Spot violations, winning parameters, customer sentiments, and threats to take proactive measures before customer calls.
Convin’s system automatically generates coaching opportunities after reviewing agent performance. Based on the AI-driven call scores- good, average, and poor performers are identified, and the platform triggers personalized agent coaching based on the requirement. Coaching instances are extracted from the top performers' conversations and best practices. This method improves call handling quality and reduces supervisor escalations to a large extent.
Moreover, with Convin’s peer-to-peer coaching, managers and supervisors can add the best-performing agent’s conversations as a module into Convin’s library and assign it to agents who need further coaching. As a result of Convins’s automated agent coaching, businesses can reduce ramp-up time significantly and focus more on productivity.
CI records, transcribes, and analyzes conversations to generate call insights and transcriptions. The conversation intelligence software discourages manual conversation review and all other non-sales activities by automating notes, action items, and CRM entries.
Access agent performance KPI and customer experience quality criteria to produce consumable role-based reports pinpointing key challenges and opportunities. These reports are not only available on the Convin platform but are periodically emailed to the managers.
At Convin, we understand the customer and call data security importance; that’s why we ensure your data is completely secure and safe in our in-house transcription and NLP engine. We ensure call data security in the following ways:
And before you go, as of now, Convin supports English, Hindi, and Hinglish. And it takes less than a week to get you onboarded, so don’t wait, schedule a demo right away!
Motivate and boost agent performance, change behaviors, monitor compliance measures, and deliver positive business outcomes.
Call Center Quality Assurance
Convin records, transcribes and
analyzes all your sales calls to give
insights on what’s working on calls
and what’s not.
