Quality assurance enables a call center to maintain the efficiency and effectiveness of its resources, including its workforce, technologies, and processes. Open Access BPO lists down some of the classic ways your call center can manage the quality of its operations.
Every call center makes use of quality assurance (QA) strategies to make sure that the different services it delivers to the clients are of finest caliber. Since the contact center is the main touch point of customers, it is important that managers ensure that its call center services will leave a good impression on the customers by meeting certain operational standards.
There are several QA methods that a call center can choose from, and the selection process is usually influenced by the outsourcing client’s opinion. Here are some of the time-tested measures that are commonly implemented among call centers in the Philippines because of their accuracy and effectiveness.
Whether done personally or through phone-based interviews, soliciting feedback from customers through surveys is an effective way of evaluating the quality of your call center support services. Since your call center’s operation is focused on satisfying customers, then the very people who get in touch with your call center are the best sources of evaluative information.
Although scripts have the tendency to be rigid and can therefore make conversations sound unnatural, they can also ensure quality interaction when done right. Instead of strictly prescribing greetings or responses, agents must be given cheat sheets or guides that will provide content ideas. Meaning, agents must still feel free to navigate the call flow. With the right formulation method, agent scripts can help your agents stay on track whenever they engage with customers over the phone.
Listening to actual calls between agents and customers allow supervisors to assess the call handling and decision making skills of their workforce. This highlights the strengths and weaknesses of the support agents, which can be used for a more guided coaching or training. Recorded calls can also be used to help agents identify their areas for improvement. Self-assessment is a good way to encourage agents make their own plan of action and do their tasks better.
Of course, call monitoring and other performance evaluation measures will be rendered useless if not reinforced by effective coaching and training measures. The feedback gathered from the evaluation must be explained to the agents, and must point out both positive and negative observations. These must be matched with the appropriate corrective measures. Training measures must be sensitive to the targets of the team, while giving attention to the specific needs of each agent.
The quality of the different technologies used in a call center can highly impact the success of customer service delivery. If the equipment and processes used are not in their best shape, the communication channels provided to the customers are most likely going to be unimpressive. All properties, including software, internet connection, telephone lines, and even physical layout of production floor must be checked regularly for quality control.
Employing effective QA methods is a must for every call center. These measures help managers assess the performance of their agents and the overall success of its call center services. In order to come up with the best QA strategies, the call center must understand the goals of its client and seek its opinion in choosing which measures will help the call center meet the said goals.
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