To be able to properly evaluate quality in a contact center, you should not only look at metrics such as average handle time or service level. Other tools must be used in order to have a proper analysis of all the agent’s interactions. The following, together with the metrics, give you a better insight to the quality in your contact center.
Here are some of the best practices to improve the quality of your call center operation.
1. Interaction recording
Supervisors must be able to have data in order to do a thorough analysis of each interaction. For this, it is vital to be able to record interaction with your customers. Though it is not possible to monitor every interaction an agent has with a customer in real time, being able to apply several filters in order to easily find a specific recording you need to review is extremely helpful. Calls can be prioritized based on different criteria established by each contact center, such as important clients, customers handled by beginner agents, and more.
2. Customer feedback
To gather such detailed insights about the quality of the interactions, it is important that you include customer surveys, call-back options to enhance your call center quality assurance best practices. By doing this, you will be able to objectively measure quality. Clients must be able to score an agent’s attention through every available channel: audio, automatic satisfaction survey after each call, webchat, chat rating and comments. By doing this, you will be able to clearly see where you should focus your attention in order to improve the service, and where you are already doing great.
3. Monitoring in real time
Supervisors should be able to monitor all campaigns and interactions in real time as knowing exactly what is going on in your contact center, what occurs between your customers and agents during the interaction, and how well your agents adhere to compliance and quality guidelines is critical to long-term success. In addition to this, supervisors should be able to combine silent remote listening with live whispering to improve agents performance.
4. Call Center Training Sessions
If you do not keep up with technology advancements chances are your clients, who are living in this digital era, will start looking at other alternatives. In order for this not to happen, you need to keep your call center agents updated with new software by starting to involve them in trainings and conduct more such sessions.
5. Agent motivation
Key to high quality is having a highly engaged and motivated team. There are several strategies such as monetary rewards and recognition. Gamification is an innovative business strategy being adopted for motivation. However, it is important not to treat this a simple game. Each organization must intelligently adjust its daily objectives based on statistics and measurements, so agents keep performing at their best.
Most of Contact Center's legacy tools are focused on the quality of telephony interactions which does not cover the reality of the communication of today's companies. Contact Centers must have a tool that allows them to evaluate in real time and in a statistical way the service agents provide in the different channels, in a unified way.