For businesses that rely on the ability of their customer representatives to deliver outstanding service over the phone, call center quality analytics are a must. With call center quality monitoring, you can ensure that your employees are following the guidelines that can help your business succeed. Along with a monitoring program from Etech Global Services, there are additional techniques that can help your company get the most out of this technology. Here are the best ways you can utilize this helpful tool for your company.
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Let Representatives Be Part of the Process :
The most important thing for a company that uses call center quality analytics is that your agents need to be part of the process. This can help foster a more positive atmosphere for evaluations rather than a punishing one.
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Incorporate Fun, Friendly Competitions to Motivate Team Members :
To support a positive atmosphere, you may want to incorporate fun contests that are tied to call quality scores. A little friendly competition between employees can help motivate team members.
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Identify Common Problems With Agents :
When analyzing call center data, look at what some customer service representatives struggle with. If you see a trend, you can address it as a company with new training.
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Work With Team Members Who Need Help :
For those who are struggling to meet the requirements for call center quality, work with the team members who need help. Focusing more energy on training is a better investment than simply replacing these employees.
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Connect Quality Assurance to Company Goals :
Identify the needs of your company, and draft specific goals that you want your agents to reach. All of your quality assurance effort should be directly related to these goals.
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Focus the Most Energy on Your Top Calls :
Instead of monitoring short routine calls, focus your quality assurance program on the most involved calls where there is more interaction between customers and representatives. This is a better use of your time and resources.
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Analyze Customer Data With Quality Analytics :
Customer surveys and other forms of evaluation should also be used alongside of call center quality assurance. Analyze all pieces of information to get the best picture of where your customer service falls.
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Give Plenty of Positive Feedback :
Your call center monitoring feedback should offer plenty of opportunities to recognize those who are doing well. Employees want to continue doing the things that they get recognized for, so this increases motivation and productivity.
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Implement a Specific Training Program :
When new employees come onto your team or existing employees are struggling, use your data to implement a specific course of call center training. This can help your employees know what to expect and give you greater results.
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Utilize Your Human Resources :
Take advantage of all that your team has to offer by putting peoples’ strengths on the stage. Peers training each other can be much more effective than a supervisor or team leader taking the lead.
Call center quality is a vital part to keeping your business practices consistent and profitable. Using the top ways to improve your call center effectiveness can help your company increasingly meet its goals.
This blog was written by Jim Iyoob, EVP Customer Experience and Operational Excellence for Etech Global Services.
