Leveraging Your Live Chat: A QA-Based Approach

  • Leveraging Your Live Chat: A QA-Based Approach

Live web chat is one of the most advanced channels in customer contact centers, and is a critical medium to provide unparalleled levels of customer service. While traditional nonverbal cues such as tone of voice, pauses in speech and other aspects are missing from these types of interactions, developing unique quality standards for live agents is a must. And for that reason, quality monitoring live chat interactions is vital.

Personalization Is Key

Scripted responses are useful in any contact center, but agents must be permitted to be personable and to tool their chats uniquely to the needs and sensibilities of each client. It’s alright for an initial acknowledgement of the customer’s presence to be pre-written, but allowing the rest of the communication to flow naturally and be extemporaneous is more likely to make clients feel valued.

Offer Other Channels as Alternatives

Live chat is incredibly convenient for many people. However, the agent should trust his or her judgement in cases when the request is complex, lengthy or involved. Other contact methods should be offered if this is the case.

Listening Applies to Text-Based Interactions, Too

In the quality monitoring process for live chat, it’s imperative to observe a representative’s listening skills. True, conversations are not being exchanged through an auditory medium. However, bringing an interaction to life with interpersonal exchanges, as well as empathizing with the client, are key tools for an agent to build rapport and trust. Paying attention here is crucial.

Go Beyond the Metrics

While speed to answer, length of interaction, and first call resolution statistics are useful for web-based contact, be careful not to fall prey to “tunnel vision.” The ultimate priority is customer satisfaction. Double-checking to make sure the inquiry has been answered is vital, and providing the client with additional information in case further support is needed is helpful.

Equip Your Agents

While professional writing skills should always be a priority, it’s even truer for live chat representatives. Agents must clearly communicate with the written word, and proper spelling, punctuation and grammar; uphold a professional image. Also, staff should be trained to quickly determine what the customers need and resolve the problem promptly, while maintaining a warm rapport.

Quality Assurance for Continuous Improvement

All of these practices work to improve live chat sessions. Meanwhile, it’s helpful to think of the quality monitoring process not only as a diagnostic but as a tool for crafting the interactions. Watching how clients respond in a text-based environment provides a lot of information on how to create standards, train staff, and focus on improvement. The end goal is a personalized, positive experience for customers.

This blog was first published on LinkedIn.

By |2016-11-29T00:00:39-06:00November 29, 2016|


Jim Iyoob is the Chief Customer Officer for Etech Global Services. He has responsibility for Etech’s strategy, marketing, business development, IT, program implementation, operational excellence, and product development across all Etech’s existing lines of business – Etech, Etech Insights, ETS & Etech Social Media Solutions. He is passionate, driven, and an energetic business leader with a strong desire to remain ahead of the curve in outsourcing solutions and service delivery.

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