Call center agents have hectic workdays. One agent can easily take up to 50 calls a day. Since 90% of customers prefer to speak with a live agent over sending an email or text message, agents constantly interact with new and potential customers with a range of needs. With such an influx of calls and communication, how can call center managers ensure each of their agents upholds an excellent service level? A call center quality assurance program is key to providing a better experience to employees and customers alike.
Quality assurance is the data that a company uses to measure performance. This data is essential because it gives call center teams the tools to improve their performance and customer journey from start to finish. Each industry has its ways of determining customer satisfaction, but all have common elements. Some of the most common QA metrics include Average Handling Time (AHT), Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS.)
This is the average amount of time an agent spends resolving customer issues. Average Handling Time measures all communication channels (like email messages and text bots) from start to finish. AHT includes holds and follow-ups.
A Customer Satisfaction Score is the numeral scoring of a customer’s experience with a call center agent or agency.
A Net Promoter Score evaluates your relationships with customers and the level of customer loyalty, i.e., if they would recommend your company to friends and family.
Measuring quality assurance is incredibly important for analyzing the interactions between call center agents and customers. But as a complex and highly detailed process, it has its share of challenges. Some of these challenges include:
The first step to improving QA is defining what “quality” is. What does this look like to your team? Understanding what metrics you evaluate will help you refine a plan of action.
Once you understand the importance of call center QA and why it is necessary to improve the customer journey, you can put QA metrics into action.
But what do these metrics mean for your QA program? Here are a few reasons why QA metrics can significantly elevate your customer service processes:
The Benefits: This information can be used to create a complete picture of your agent’s performance. It can also be used for training materials, coaching, and process improvements.
The Benefits: These KPIs are essential to improving the customer experience. However, they can be tricky to measure manually. But scorecards make gathering this information a breeze. These performance metrics also indicate the overall efficiency and productivity of the call center.
Analyzing and implementing QA guidelines is vital to measuring call center success. Following these contact center, QA best practices will help your team learn, evolve, and provide excellent customer service with every call. No matter the size of your call center team, a QA program can help empower agents to do their very best work. Learn more about call center QA tools and practices on our blog today.