“Customers will want to talk to you if they believe you can solve their problems” – Jeffrey Gitomer

Call Centers play a pivotal role in resolving the issues of the customers, and therefore companies hire call centers to cater to the needs of the customers. While telephonic conversations are a crucial aspect of customer handling, maintaining the quality of calls through meticulous call quality monitoring is even more important.
The goal of quality monitoring is to measure the effectiveness of conversations between customer service representatives and customers, identify the calls that fail to provide acceptable customer satisfaction, and then determine the reasons. Once you figure out the causes for the poor quality of calls, you can refine training and coaching, correct broken internal processes, and start bridging skill gaps to ensure improved call quality.

Tips to improve call quality monitoring for better customer service

Scrutinize all the calls

It is important to closely monitor all the calls recorded and not just a few samples, to avail substantial data and an in-depth view of agents’ performance over time. With the help of a speech analytics system that records all calls and monitors call quality in real-time, cloud contact center managers may gain a complete view of these calls to train agents in a better way, and implement appropriate strategies for enhanced customer services.
To be truly consistent with call monitoring, call centers or contact centers should designate a person or better yet, a team, for call quality monitoring. This would enable the supervisors to use their time to manage and support agents while allowing a designated team to monitor and evaluate calls.

Involve agents in the call quality monitoring process

Agents are the ones on the front lines, dealing with customers daily. Therefore, agents should play an active role in the call quality monitoring processes. Call Center agents know best which phrases or words to use in tense situations, or how to simplify the technical language in a call script to make it easier for customers to grasp. Hence, their experiences can offer valuable inputs in determining the benchmarks that make their customer interactions successful.
Further, the involvement of call center agents in the call quality process also assures that they understand how their performance is being scored, and thereby make them work towards improving their performance.

Align your customer’s needs with your business objectives

Call center quality monitoring would be of no use without having a clear picture of what’s important for your customers and which aspects are worth improving. Hence, make sure your call center monitoring goals accurately represent your customers’ expectations and aren’t just about what numbers you wish to see from your agents.
For example, Average Handling Time (AHT) is a commonly reviewed metric because the sooner an agent wraps up an interaction the faster they can move onto the next call, and thereby reduce the call wait times. Tracking your agents’ first call resolution rate (FCR) is another brilliant way of measuring your employees’ efficiency and driving customer satisfaction.

Facilitate proper training to the agents

To maintain the quality of calls, agents need to be trained and coached properly. Thus, call center managers must provide agents with essential training tools for success. These include call scripts for consistent quality, behavioral training, video tutorials, and updated information about company products and services.

Summing up:-

If you wish to boost customer satisfaction and profitability of your business, consider evaluating call quality. For effective call quality monitoring, you need to take a strategic approach that includes a comprehensive call analysis, agents’ feedback, proper training, and all of these would certainly lead to excellent outcomes.

Also Read – How Click2Call Services enable Businesses to Increase their Lead Conversion Rate?