We’ve discussed the quality assurance tools that you can use in your call center numerous times. And if you've kept up with our posts, you know that there are a variety of virtual call center software tools, like quality assurance scoring models, call recording, and live monitoring, that allow you to monitor, track, and optimize your business’s performance.
But what are the best practices for using these tools to actually "move the needle"? In this article, we’ll discuss 4 steps to using quality assurance tools for call center success.
1. Schedule Time and Resources for Quality Assurance
Although the quality assurance tools available with most virtual call center platforms are valuable, they're not magic. In order for these tools to be effective, you have to schedule the time and resources needed to review them frequently. Make sure that you schedule time at least once a week to analyze your call center's current QA goals and performance.
If you have the budget available, it's also a good idea to appoint a Quality Assurance Specialist who is responsible for setting goals and overseeing the regular review and optimization of your call center's QA program.
2. Create and Analyze Reports and Processes
As a call center manager, you already know that reports are your best friend. Most quality assurance tools allow you to create reports and analyses that can provide valuable insight into customer satisfaction levels. Some common metrics you may want to measure include first call resolution rates, average hold time, and call transfer rates.
In addition to reports, you'll want to make sure that you have QA processes in place. Common QA activities include live call monitoring, scheduled sessions for reviewing recorded calls, and periodic call scoring. Some call centers even choose to implement post-call IVR surveys to get valuable QA feedback directly from their customers.
3. Implement Necessary Changes
As you review QA reports and perform regular evaluations of agent performance, you'll likely notice areas for improvement. Some changes might be as simple as creating additional call forwarding rules to ensure that customers are directed to the right agent or department right away. Other QA problems might require additional time and resources, such as advanced training programs for agents.
The important thing to remember as you implement changes in your call center is that quality assurance is a process that never ends for you or your agents. A culture of consistent and continuous improvement is key to long-term success when it comes to creating world-class experiences for your customers.
4. Review the Results
After you’ve implemented changes, it’s important to keep reviewing your quality assurance results to ensure that you're on the right track. The needs of your call center (and your customers) may change over time, so it’s important to keep reviewing all aspects of your customers' call center experience.
Quality assurance tools are extremely useful for tracking and improving the performance of your call center, but are only effective if you’re successfully analyzing and managing them. Utilize the steps above to make sure you’re getting the most out of these effective VoIP tools.