Contact centers are handling more customer interactions — and more complex interactions — than they ever have, and that trend promises to continue. Given that reality, it’s never been more critical for call centers to adopt quality assurance best practices to improve agent aptitude, provide more sophisticated feedback and training and establish standards, practices and processes that support success.
‘Continuous improvement’ has been part of the business lexicon for decades. Methodologies and best practices have emerged in its pursuit, providing frameworks for the development of quality assurance techniques and technologies that improve call center processes, decrease waste, improve agent performance, and foster customer satisfaction. This ongoing focus on contact center quality management has delivered undeniable value across a range of industries.
Effective call center quality management is mainly about controlling thousands or tens of inbound or outgoing interactions - calls, emails and chats. The degree of control contact center managers have is a function of how many interactions they can review and analyze. It’s about correlating metrics (like AHT or CSAT) to call outcomes, then analyzing those results for root causes.
How to improve quality assurance in a call center?
Effective quality assurance in a call center creates a virtuous cycle of interaction, analysis and feedback, improving CSAT, enhancing process efficiency and ensuring compliance with actionable insights into agent phone, email and chat interactions.
Eleveo’s quality assurance tools include:
One of the simplest steps contact centers can take to improve customer satisfaction/loyalty and a range of other KPIs ( contact rate, talk time, etc.) is to look at the type of language your agents are using. Are they using empowering language, like ‘what I can do is’, or are they using ineffective language like, ‘I can’t do that, or I’ll have to have you talk to somebody else’?
Consider training your agents on the language to use in specific scenarios and helping them rephrase their responses.
Ultimately, quality management is about driving better customer experiences, and empowerment language is key.
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