Like every SaaS company that is passionate about keeping its customers happy, Smith has always stayed on toes to provide the best products to his customers. However, over the past few months, Smith has been unable to make enough profits as the total revenue has gone considerably low.
Worried about this drop, Smith analyzed the entire scenario and found that the only reason behind this drop is lack of excellent customer support. While it is true that both product and customer service go hand-in-hand to ensure any business’s growth and success, Smith was failing miserably at building the right form of customer support system.
Since it’s the customers who generate revenue for any contact center, it is necessary to provide them the adequate support and keep a close check on the factors that might irk them the most using quality monitoring tools.
Quality Monitoring at a call center is one of the most crucial elements that may enable its flawless process execution and success. It not only allows one to provide better feedback to the agents but also helps ensure regulatory compliance, helps one build a better understanding of the company’s values & goals, and above all, identifies the flaws in customer service. The process also encourages effective training of the agents as well as helps align processes with customer expectations.
A quality monitoring process at a contact center can deliver better results by implementing some of the simple tips as mentioned below:
Top 10 Call Center Quality Monitoring Tips
1. Define Quality For Customer Interactions
Quality monitoring at a contact center refers to identifying such calls that fail to meet the predefined quality standards and the root cause of the problem. Ascertaining these factors make it easier for the decision-makers to make better choices and find the best ways to get quicker and faster results.
It is essential to make sure that when a sample is selected for analysis, it is good to evaluate every interaction correctly, thereby, ending the risk of taking any wrong decision.
2. Focus More on Outliers
While evaluating the agents’ performance as part of the quality monitoring process, it is vital to include both the top-performing and low-performing agents. For instance, evaluating the performance of an excellent performer can assist in determining the tricks that work and doesn’t work; the practices that help drive results; and gain relevant insights.
On the other hand, monitoring the low-performing agents can help identify the things to avoid so that it gets easier to improve the overall average of the contact center’s performance.
3. Encourage Self-Assessment
Inspiring the culture of self-assessment can help in improving the overall quality monitoring process. When individuals begin to assess their performances regularly, it is very likely that their self-awareness would improve. Knowing oneself better can then be used as a useful tool to improve the overall quality monitoring process of the organization, thereby, leading to better results.
4. Define Metrics to Measure Customer Satisfaction
Effective quality monitoring can be done by accurately evaluating the metrics related to customer satisfaction. Decide on the key metrics to measure your customers’ satisfaction with your services like Average Handle Time (AHT) and First Call Resolution (FCR). The key outputs attained using this data can then be used to analyze your operations further and attain optimal solutions.
5. Make Quality Monitoring Regular Practice
Inculcate the practice of quality monitoring into your work culture. Make your agents believe that the quality monitoring process can be executed at the organization as and when required. This, in turn, would inspire them to adhere to the set quality standards and function effectively. Performing as per the predefined guidelines and standards can then be used to make quality adherence an inseparable part of the entire process.
6. Have A Dispute Resolutions Process
There might be times when agents might feel that their performance has not been evaluated appropriately. In such scenarios, the agents have the right to file a re-evaluation request. Opting for the dispute resolution process within the organization would not only ensure justice to the agents but also help build their confidence in the entire process.
7. Request Customer Feedback
Collecting customers’ feedback can provide valuable insights into your contact center’s agents’ performance. Helping you evaluate the level of quality maintained in the offered services, gathering customers’ feedback using a simple evaluation form also makes it easier to define your next plan of action. Constructively compile this feedback so that it gets easier to use it for coaching and training purposes.
8. Reward Your Best-Performing Agents
Recognizing excellence is a tough task, but spotting errors is easier in your agents. Therefore, when a contact center agent commits a mistake, the same get noticed quickly in comparison to the hard work he/she puts in completing it.
9. Request Agents’ Suggestions For Quality Monitoring Checklist
Engaging the agents in the entire quality monitoring process can be a great idea. This would not only make them feel an essential part of the contact center but also inspire them to adhere to the quality standards.
The agents also get a chance to share their ideas on the areas that need improvement. This, in turn, can serve as a useful insight for you to consider when conducting the next call monitoring.
10. Offer Regular Feedback and Training
Agents should be provided with regular feedback and training sessions to improve their performance. Commonly done using scoring and evaluation methods, the process needs to be consistent and regular so that the necessary steps can be taken to improve the process. It is not necessary that the feedback to the agents is provided in a group as the same can also get done on a one-to-one basis.
Quality monitoring is an essential tool that can make it easier to spot errors in agents’ performance as well as recognize excellence. This can make it simpler for the contact centers to reward agents for a job well done and help them stay motivated to strive for success.
Although the call monitoring process is basically about meeting the set quality standards and keeping the client happy, it is also about helping the business prosper so that it can win the desired market share.
The SaaS companies need to make sure that their customer support is efficient enough as generating leads for them is a tough task. With a limited budget, it is time for the SaaS companies to focus on improving their agents’ performance so that it becomes possible to close more leads and generate better revenue.