Customer experience has always been one of the major driving forces of the modern business world. Satisfying demanding customers may be a tough task but its rewards too lucrative to ignore! After all, acquiring a customer costs 5 times more than retaining an existing one. In this article, we argue how prominent call center call monitoring best practices boost customer satisfaction and enhance workplace productivity, efficiency, and profitability. We cover all the aspects of call center monitoring practices and analyzing your customer service processes every step of the way.
Most call centers provide omnichannel customer support that includes voice calls, e-mails, live chat, and SMS. While assessing your customer support quality, you may refer to a single medium like recorded voice calls. With the rise in the number of contact mediums, your clients may contact you through emails and live chats if they’re unable to reach you through calls. If you don’t track these channels, you end up losing valuable data for evaluation purposes. To ensure you don’t lose any data, consider tracking all platforms equally.
Every organization performs the best when its employees work in tandem with each other. So, call center agents must evaluate themselves and each other through collaborative platforms. As managers, you should encourage them by praising them when they do a good job, and critiquing them when they perform badly. One of the major reasons the attrition rate in this industry stands at 30 percent is because of poor training. Another aspect of feedback includes feedback from clients. The ability to take feedback and make changes contributes to positive customer experience. So, you end up satisfying them and retaining them in the long-term.
There are thousands of voice calls that are recorded each day for quality assurance and training purposes. It is practically impossible for the QA managers in contact centers to go through and analyze each recording by each agent before concluding about their performance. As Alexander Pope rightly says, “Half knowledge is a dangerous thing”, it is critical to have enough information on agents to judge their performance properly.
Since a small sample size doesn’t give trustworthy results, manual call quality monitoring is nearly impractical and improbable. Call quality monitoring is all about improving the agent’s behavior and understanding how they act every day. So, managers should try the software with speech analytics to record and monitor these calls in real-time.
There are two types of organizations – one that focuses on the number of customers to run their operations and the second that cares about giving superior customer service even to a limited clientele. The latter organization types retain their customers more effectively and monitor goals that measure customers’ expectations using the right parameters.
A low Average Handling Time (AHT) decreases the operating expenses agents focus on wrapping up a call early. However, a low AHT also negatively affects the First Call Resolutions (FCR) metric. When an agent is obsessed with completing a call to meet the AHT metric, he/she may not be able to provide the solution that the client needs. So, the customer ends up calling the center again to get his/her issue resolved. Ideally, a good balance of AHT and FCR forms a good KPI.
Continuous quality monitoring help organizations achieve quality customer interactions. Customer interaction analysis reveals any roadblocks to effective customer interaction that narrow down its root cause. Through this root cause analysis, managers can design agent specific training programs to bridge the skill gaps, polish their skills, and rebuild and revamp internal processes. These programs improve resource management in general, meets the organization’s operational capacity, and satisfy customer expectations.
“If you want to create a strong and healthy company, finding and developing the right people is paramount.”
A call center’s strength depends not only on the 2 or 3 top management executives who supervise everything but also on every single one employee from the bottom rungs of the corporate ladder. Managers can achieve excellent operational capabilities by coaching their enthusiastic agents to learn and thrive in your organization. They must go through a rigorous agent training process that encapsulates all the necessary information they’ll need to do their job well. The training should reinforce understanding and adherence to maintain script constancy, implement techniques to lower Average Handling Time (AHT) and keep the First Call Response (FCR) as high as possible through regular feedback and training.
The call center quality improves significantly by providing better and effective solutions to the customers on the first call itself. This action directly impacts the reputation of the call center to meet its customers’ demands effectively. The managers should also keep assessing the efficiency of their processes in providing First call response to their customers regularly. This significant factor will help them retain their customers. To achieve this objective, many technologies are available that track customer’s requests and the progress of the solution provided to them. This tracking ensures managers keep a check on the quality of the call center regularly.
Active agents’ attrition is a major concern for call center managers as it directly influences its quality and performance. Whenever any agent leaves, either due to retirement, resignation, or any other factor, the call center loses a trained employee. To resolve this issue, managers must ensure that they recruit and hire the right people to stabilize call center operations. So, it is very crucial to improve call center attrition to continuously improve the quality of the call center.
New-age customers expect to be served on a silver platter, and businesses are keeping up with their demands! If you want your call center to compete and thrive, ensure you always provide excellent training and the latest tools to your agents.