When it comes to creating an omnichannel customer experience, you should not overlook the importance of having a quality voice channel. Recent research has shown that voice is still a reputable channel for handling intricate customer situations. Today, it is still the preferred method of contact among consumers who are older. When you have strong call quality monitoring practices in place, you will be able to provide quality experiences to your customers. Let’s find out more about the recommended practices:
Call quality monitoring should be a regular and consistent practice. From agent training sessions to assessment to call recording, the process of improving customer service should be continual. Remember to make call quality monitoring a habit in the call center!
Designate a Team
When you form a call quality monitoring squad, you can ensure a smoother process by assigning specific call center employees. If you are a manager, you will have more time to provide support to agents. Your team will be able to assess calls and take notes on areas that require some addressing during training sessions. Don’t forget to rotate team members periodically to allow all agents to have a fair chance to participate.
Ensure that Metrics are in Line with Customer Service Goals
The golden rule is not to forfeit quality customer experiences for the sake of lowering average handling time and reaching first contact resolution. In some cases, customer situations require more time for proper resolution. One way to increase customer satisfaction is to spend more time on a call with a customer; preventing a need for further follow-ups.
Evaluate and Reward Call Monitoring Personnel Accordingly
Call quality monitoring reflects the skills of your agents. You should aim to empower managers and agents to self-evaluate their performance. This can be done by designing evaluation forms for both parties. Next, allow agents to openly talk about their evaluations with managers, and then ask for tips and clarification to improve on their part. You should always recognize agent success and reward them when they are performing at their best.
Involve Team Members in Training and Feedback
When you ask for agent feedback, you will be able to get key insights into improving voice practices and your team’s day-to-day experiences with clients. This allows you to create or revise your voice call scripts such as working in phrases to help mitigate tense situations or help simplify technical jargon for easier client comprehension. Regular coaching, video tutorials, or roleplaying are also excellent ways to keep your team operating at its best.
Define the Ideal Call
Ask yourself: what should an ideal service call be like? To define an ideal call scenario, start by identifying the overall weaknesses and strengths among call center agents and their practices. Make sure that you assess both outbound and inbound calls as well. The adjustments you may need to make include using better CRM software, improving agent tone, making amendments to call scripts, and more.
Utilize Call Recording Tools
You want to be able to assess the performance of your agents. Or perhaps, you want to enable efficient call quality monitoring. Considering using call center software with call recording capabilities. By recording all outbound and inbound calls, you automatically gain a bird’s eye view of what customers are looking for in your company/brand/service/product and how your team can better serve them.
All in all, call centers need to ensure that their call quality monitoring practices are constantly evolving to meet customer needs, as well as stay comprehensive and consistent. It all starts with designing an optimal call quality monitoring system for your business. At ANEXIO, we provide cloud-based voice solutions that can help enhance customer experiences. Talk to us today!