All companies seek enhanced productivity. As more is achieved each day, customer experiences and employee engagement improves. One of the most important challenges of a call center is productivity. Efficient agents are vital in the reduction of costs as revenue grows. This is why business owners and directors must prioritize call Centre quality assurance.
Receiving poor service form a customer care representative can be all it takes to chase away a customer. Businesses cannot afford to overlook the quality of incoming call centre calls. An excellent way to measure this is with the help of call quality software.
In this article, we explore how contact centre quality assurance can improve productivity levels within an organisation. But first, we discuss essential call centre metrics.
Essential Call Centre Metrics
Since call centre quality assurance software typically gives various metrics in real time, it is vital to know which one to pay attention to.
Average Call Abandonment
If customers don’t stay on the phone long enough to get help, it is difficult to give good customer service. The average call abandonment rate measures the percentage of customers who hang up before reaching a representative.
Average Time in Queue
This metric is derived by dividing the total time callers spend queuing with the number of calls answered. If you discover that customers spend longer than usual times waiting, you can take appropriate steps to improve call handling efficiency.
Percentage of Blocked Calls
This refers to the percentage of callers that met a busy tone. If it is high, it implies that a business is missing opportunities to assist customers. It could be high because there aren’t enough agents assigned to shifts.
It is the percentage of calls answered within a particular time measured in seconds. Service level measures customer rep productivity in real-time. It lets managers know if agents are attending to callers quickly.
Average Handle Time
This refers to the length of time an agent spends interacting with a customer via any communication channel. Lower average time shows that agents are attending to more calls. However, a very low score is not the best since agents need enough time to properly assist a customer. The aim should be to reduce average handle time while keeping a high customer satisfaction level.
After-call surveys usually determine this. While other metrics show areas where agents could improve, this one is a direct measure of whether the call centre provides adequate support to customers.
Why Call Centre Quality Assurance is Essential
Identify Flaws in Customer Service
A call centre manager may have a general sense of the productivity of agents. Nevertheless, specific performance indicators allow them to pinpoint the source of successes and areas needing improvement. Without this clear feedback, call centre agents may struggle to provide quality service and represent an organisation in the best way possible.
Enhances Customer Retention
It is much more difficult to sell to a new buyer than to an existing customer. Keeping customers happy is perhaps the most important place to channel your efforts. By measuring the performance of agents and obtaining customer feedback, you can truly understand what consumers seek.
Customers feel valued when they receive personalised care. It helps to distinguish a business from competitors. Information from contact points like emails, phone calls and live chats can also create unified customer data. This gives agents vital information during contact and reduces customers’ need to repeat their details and history.
With consistent call monitoring, surveys and targeted training, your employees will become more productive. This improvement comes from workers knowing that their interactions with customers may be monitored, while training improves their skills and makes them feel valued by management.
Call centre quality assurance emphasises the recognition of each agent as an individual. Each person possesses their strengths, weaknesses etc. If an organisation focuses on meeting their needs, they end up with a more productive team.
Aligns Processes with Customer Expectations
Studies find that 70% of companies giving high-quality customer service incorporate consumer feedback in their business operations. Call centres that do not inquire into their customers’ opinions on their products or services miss out on valuable information. With the information gathered from metrics, you can better understand your customers and adjust processes to suit them.