Quality of service is an asset. With an abundance of choices in the market it can make or break a business’ reputation. 88% of companies prioritize the quality of customer service. This includes the quality of service provided by call centers.
Call centers consultants are usually the first team the customers come in contact with when they call a business. That is why the call quality monitoring process is so important — it can help make sure the customers get the best answers in the shortest time.
How and why one should conduct contact center quality monitoring and who should be involved in the process?
In this article, we'll cover:
Call Quality Monitoring: The Reason Behind the Process
Before setting up a team and establishing the standards it must maintain, a manager must understand the reasons behind it all. Why do businesses spend so many resources to set up a call center call monitoring system?
1. 📈 It helps improve customer experience
Customers will not hold onto a business because there is simply no point to it. 51% of customers will leave a business after just one bad experience. Moreover, 17% of consumers are ready to pay more for a better experience.
Customers have more time and possibilities to do their research and look for a business with a more customer-centric approach than they have ever had.
If your team knows their work is monitored and checked, they will provide the best service all the time. As a result, your customers will get the best answers and replies. This will ensure a very low churn rate.
2. 🥇 It helps train the team
There are many stages to team training. Starting with hiring just the right people all the way up to integrating a consultant into a call center support team and improving their professional skills. And they require a lot of effort and time.
Quality monitoring can be a great tool for additional and unending training. Not only it can help the team learn new rules, procedures and information. It will assist in refreshing old knowledge acquired while product onboarding. This creates a learning circle always keeping their information and skills up to date.
3. 🌟 It helps maintain a company’s reputation
Around 40% of customers choose a specific company because of its reputation. It is formed by your customers sharing their feedback with their friends and relatives.
The better service your team is providing, the happier your customers are and the better your reputation is. A simple equation that reminds businesses about the importance of quality monitoring.
Even when businesses understand the reasons behind quality monitoring, there might still be confusion as to how to go through with the process ans what quality monitoring even is.
What Is Quality Monitoring? Call Center Specifics
Call center quality monitoring is a process of assuring the quality of communication with customers. Determining whether the communication was good and successful is subjective. Especially in a field where communication is as versatile. How can one assess the quality of communication?
There are qualitative and quantitative parameters:
|Appropriate and proper language||Customer satisfaction KPI|
|Relaying a business’ tone of voice||The number of returning and churning customers|
|Knowing the product inside-out||The number of resolved tickets|
|The readiness to answer any question||Average ticket resolution time|
|Demonstration of empathy and understanding||Net Promoter Score|
Quality monitoring in a call center is the only way to keep the team on their toes and make sure that the customers get the best service 100% of the time.
Call Quality Monitoring: How to Set It Up?
There are numerous ways a business can implement to set up call center monitoring.
1. 🥅 Set up correct goals and communicate them to your team
Aimless quality monitoring will not yield any results. A business has to know what to reach for and why spend the resources when conducting it. Do you want to:
- Increase your customer satisfaction KPI?
- Improve your company reputation?
- Make sure your call center is the best in the field?
Set up clear and reachable goals. It will make judging the success of the quality monitoring easier for those involved.
Relay your goals to your team. It will help them perform evenly and strive to reach the same goal rather than provide call center service on their own accord.
2. 🟢 Make sure your team has everything to provide the best services
Any business must provide their entire team with the necessary soft- and hardware. For call center representatives this condition is even more important. They must also have all necessary accesses and rights. A call center consultants must be ready for anything from the customers’ side.
What does any customer service call center require:
- Headsets or phones;
- Appropriate CRM or other ticket management system;
- The entire scope of accesses and permissions;
- Appropriate training.
Without them, quality monitoring will not be fair. It would be the same as trying to judge an athlete who doesn’t own running shoes — pointless.
3. 📞 Conduct call center monitoring regularly
Quality monitoring should be consistent and regular. It should also cover at least 25% of all the professional’s iteration with customers across all channels of communication. This is the best way to check a consultant’s spoken and written languages as well as the level of product knowledge.
4. 💬 Take customer and team feedback into consideration
For every customer complaint, 26 unsatisfied customers remain silent. That is what call centers must take into account when conducting quality monitoring.
A good way to get as much feedback as possible is asking customers about their experience. This can be done in two ways: via messengers linked to their telephone number or via the phone right after the call is finished. It will do both: ensure customers’ possibility to share their opinion on the service they have received and make the quality monitoring process easier.
Team feedback is also important. They communicate with customers, so they have the expertise to say if the base is responding to the communication guidelines and is happy with the service. In short — a call center team can say if something needs changing for the customer satisfaction KPI to grow.
5. 🏆 Train absolutely every member of your team
Let everyone get the same onboarding experience no matter what team they join. Everyone within the walls of your company has to ride the same wave. Universal onboarding will do just that.
You can also establish milestone feedforward talks where you can discuss every professional’s development within your company. Conduct quality monitoring for everybody and the team will speak the same language and work towards the same goal.
Call center quality monitoring is a perfect tool for endless training. It keeps the team in good shape and helps them always maintain the quality of their services on the highest level.
SupportYourApp and Quality Monitoring
We at SupportYourApp put our clients’ customers in the center. To make sure that we provide them with the best communication we regularly conduct quality monitoring. We deem the process successful only if customer satisfaction KPI is 95% and higher.
We can also conduct quality monitoring as often and meticulously as our clients require. Our Team Leads provide the fullest feedback of the teams’ performance which allows us to always perfect it.
If you want to get customer support of the highest quality, get your quote now!