The handling of customer experiences around the contact centre is critical to a company’s growth. When consumers have problems, they want a company to handle them quickly, and they contact call centres expecting resolutions to their problems. As a result, call centre quality assurance is essential during any consumer interaction with your company.
Call centre quality assurance from Awaken allows companies to balance their corporate priorities with pleasing their clients during direct interactions. This article will discuss why call centre quality assurance is so important.
What is Call Centre Quality Assurance?
It is essentially the process of tracking agents’ results against a predetermined goal. It also simplifies how you optimise connections for positive consumer satisfaction by allowing you to spot customer service efficacy and flaws.
A standard call centre QA program evaluates transactions in great depth and considers all metrics, such as consumer evaluations, performance indicators, and NPS scores.
When it comes to measuring quality, there are several important metrics and KPIs to consider, including:
- Customer satisfaction is essential.
- Quality Score
- Net Promoter Score (NPS)
- Agent satisfaction
Unfortunately, most businesses ignore agent satisfaction (ASAT). It’s a crucial indicator that considers the agent’s success and how they react to customers. Business assessments are essential for determining the agent’s skills.
Chosen metrics depend on what is appropriate for the market. Others include Service Level, Average Call Handling Time, and Speed of Answer.
Call Centre Regulations
To protect clients and workers, legal and government agencies now extensively regulate business practices. Even the tiniest blunder or misunderstanding could jeopardise your accomplishments or compromise your reputation.
The EU’s GDPR and PCI compliance are two examples of such compliance models. When using a customer’s info, the GDPR in the EU requires their permission. The aim is to prevent businesses from using consumer or user details for whatever purpose without permission.
Quality assurance in call centres detects regulatory lapses, assists in their correction, and ensures compliance.
Benefits of Complying with Call Centre Quality Assurance Regulations
Customer Retention
Contact centre quality assurance aims to keep customers and clients happy. Customers who have problems with a company’s product expect their representatives to provide them with solutions when they call for assistance.
Call centre quality assurance software gather insight into the age-old question of what do consumers really want. Also, analysing data from both good and bad calls will help in decision-making and preparation. As a result, companies can simplify interactions with customers and offer them satisfaction even if their requests can not be dealt with immediately.
An analytic team will collect more input from customers, learn from the samples, and adjust their services to suit consumer demands. This personalised approach engages, assures, and creates the perception that your clients are valued members of the company. Improved Metrics.
Improved Metrics
Call centre quality assurance software, unlike manual agent call evaluation, monitors agent success from many perspectives. As a result, informative evidence is provided, which facilitates rapid progress.
In a nutshell, call centre quality assurance promotes progress. Problems are bound to arise if the firm does not monitor agent-customer encounters. Furthermore, rivals who correctly track and script agents will outperform you and take your clients.
Creates an Employee-Friendly Culture
Creating a distinct business atmosphere by individualised preparation and coaching for employees motivates them to give their best. When an employee is dissatisfied with a company’s policies, they serve according to the terms of their contract.
A satisfied employee, on the other hand, loves performing above and beyond. When dealing with business goals like addressing consumer challenges, agents need self-development and commitment.
Monitoring of Remote Workers
Managing remote working call agents can be difficult. For starters, there is no physical contact between the boss and the agent. Second, you’re dealing with adults who have diverse ways of addressing and solving problems.
Modern contact centre quality assurance, combined with a single call centre, makes cloud-based tracking a breeze.
Choosing tools for the centre’s quality assurance
The right tools will help maintain call quality rates, adhere to regulatory criteria, improve customer service quality, and increase customer satisfaction.
Self-Service Tools: A customer’s experience improves significantly as an agent helps them save time and money in resolving their problem. Despite this, the reality is that most consumers favour automatic self-help for basic customer service activities.
If a call centre app offers easy-to-use self-tools, an organisation can reduce pressure on their agents and please self-service seeking clients.
Call Routing: Routing calls based on agent capabilities helps to speed up customer service. It helps save time, minimise frustration, and increase the number of first-call resolutions.
Real-Time Reports: Real-time reporting allows companies to monitor and enhance their quality, effectiveness, and customer service. To do this, they need data and metrics.
Integration: Call centre apps can work with all of your other customer-facing applications, such as CRM. This way, businesses can provide consistent service to their customers.