In today’s business landscape, call centers play a pivotal
role in the success of many companies. They serve as the primary interface for direct customer
communication and are instrumental in building and maintaining solid relationships.
However, effectively managing a call center in an increasingly
competitive and customer-centric world presents significant challenges.
One of these challenges is quality control in the call
center. This process is a measure of quality assurance and a fundamental
pillar in delivering exceptional customer service. Quality control in the context
of a modern call center is not an option; it is an imperative necessity.
If you are part of a call center and want to improve the quality of customer service, you must understand and master
the implementation of quality control in your call center.
What is quality control in a call center
Quality control in a call center is a systematic and rigorous
process designed to ensure that interactions with customers, whether phone calls, online chats,
or emails, meet the quality standards set by the company. In other words, it is
a set of practices and tools to ensure every customer contact is consistently, professionally,
and satisfactorily handled.
Within call centers, quality control encompasses several essential
aspects beyond measuring the number of calls answered or the duration of each interaction. It
involves a comprehensive assessment of communication quality, problem-solving
effectiveness, and, equally important, customer satisfaction.
The importance of ensuring high-quality service
Implementing a robust quality control system in a call center
cannot be underestimated. In a highly competitive business environment where customers have a
wide range of options and high expectations, service quality has become a determining
factor for success. High-quality service fosters customer loyalty and can lead to
positive referrals and, ultimately, increased revenue.
Quality control is not just about measuring and correcting poor
performance but also a strategic tool for identifying improvement
opportunities. By systematically analyzing customer interactions, a call center can
identify patterns, trends, and areas where training or process adjustments are needed to deliver
an even better service.
Benefits of implementing quality control in the call center
Internal benefits:
- Enhanced efficiency: Quality control can help identify inefficient processes
and areas for improvement in call management, increasing operational efficiency.
- Employee motivation: Agents who receive feedback and recognition for their
performance tend to be more motivated and engaged.
- Cost reduction: Efficient first-contact resolution can reduce repeat call
costs and increase productivity.
External benefits:
- Customer satisfaction: Effective quality control continuously improves customer
satisfaction, increasing loyalty and retention.
- Positive reputation: Satisfied customers are likelier to speak positively
about the company, contributing to a positive reputation and attracting new
customers.
- Customer retention: Quality customer service can foster long-term customer
retention and create loyal customers who continue to do business with the company.
Implementing the quality control process in a call center
Successfully implementing quality control in a call center
requires a strategic approach and a series of key steps to ensure that the process is effective
and beneficial for both the company and the customers.
Implementing quality control is a process that demands
commitment, dedication, and a constant focus on improvement. By following these
steps and maintaining a long-term commitment to service quality, your call center will be in a
solid position to meet and exceed customer expectations.
Here is a detailed guide on how to carry out this important
task:
1. Clearly define objectives
The first step is clearly defining the objectives you aim
to achieve by implementing quality control in the call center. These objectives
should be Specific, Measurable, Achievable, Relevant, and Time-bound (SMART).
Examples of objectives include improving customer satisfaction by
a certain percentage or reducing the average call handling time.
2. Design an evaluation framework
Develop a detailed evaluation framework that describes the
criteria and standards for measuring quality in customer interactions.
It may include how agents handle inquiries, the accuracy of
information provided, and the courtesy in communication.
3. Select a quality control team
It is crucial to appoint a team or a group of experts
responsible for the supervision and execution of quality control.
This team should consist of individuals with experience in the
call center and customer service quality evaluation.
4. Staff training
Training is essential to ensure that all employees understand the
importance of quality control and how it will be carried out. Offer training programs that
address quality standards, expectations, and best practices.
5. Develop a monitoring strategy
Establish an ongoing monitoring process for interactions between
agents and customers. It may involve call recording, reviewing online chats, or evaluating
emails. Monitoring should be objective and focused on predefined criteria.
6. Continuous Evaluation and Feedback
Once interactions have been evaluated, provide feedback to the
agents. It should be an ongoing process that highlights areas for improvement and recognizes and
celebrates successes.
7. Implementation of corrective actions
If recurring deficiencies are identified in quality control, it is
essential to implement corrective actions. It may include additional training, process reviews,
or changes in technology.
8. Utilize supporting technology
Technology plays a crucial role in quality control implementation.
Use quality management systems and data analytics tools to facilitate the
monitoring and evaluation process.
9. Effective communication
Ensure the entire organization is informed about the quality
control process and its results. Effective communication ensures everyone is aligned with the
objectives and committed to continuous improvement.
10. Measurement of results
Regularly evaluate and measure the results achieved through
quality control. Compare key performance indicators (KPIs) before and after
implementation to assess the impact on customer satisfaction and operational efficiency.
Key Performance Indicators (KPIs) in call center quality control
Performance measurement is essential for evaluating the
effectiveness of quality control in a call center. Tracking and managing these KPIs are crucial
for assessing and improving call center performance. Each of these indicators provides valuable
information about areas for improvement and success in customer service, enabling informed
decision-making and continuous quality improvement.
Here are some of the most relevant KPIs and their
importance:
First Contact Resolution (FCR)
FCR measures the call center’s ability to resolve customer
queries and issues on the first interaction. A high FCR indicates efficiency and customer
satisfaction, as it reduces the need for customers to call back with the same problem.
Average Handling Time (AHT)
AHT represents an agent’s average time on each call. If AHT
is excessively long, it may indicate inefficiency. However, balancing speed with service quality
is essential, as rushed interactions can lead to dissatisfaction.
Customer Satisfaction (CSAT)
CSAT directly measures customer satisfaction with the service they
receive. Customers are asked to rate their experience on a scale, and a high CSAT score
indicates high satisfaction.
Net Promoter Score (NPS)
NPS assesses customer loyalty and willingness to recommend the
company to others. Customers are categorized as promoters, passives, or detractors. A high NPS
indicates satisfied customers who are more likely to refer others.
Abandoned Call Rate
This indicator measures the number of calls customers leave before
an agent can attend. A high abandoned call rate can indicate an inability to handle demand or
excessively long wait times.
Call Recording Quality
The review of call recordings by quality evaluators is essential.
Metrics such as the percentage of quality calls can be used to measure how many interactions
meet established standards.
Transfer and Escalation Rate
This indicator measures how often agents need to transfer or
escalate calls to a higher level. Many transfers may indicate a need for training or a lack of
agent autonomy.
Error and Correction Rate
The quantity of errors in the information provided to customers
and the efficiency in correcting those errors are essential indicators. Repeated errors may
indicate the need for process improvement or staff training.
Customer Retention
This KPI measures the number of customers who continue to do
business with the company over time. High retention is a clear sign of customer
satisfaction.
Average Wait Time
Measures how long customers wait before being attended to.
Maintaining a reasonable wait time is critical for customer satisfaction.
SalVoip: A technological solution for quality control
Technology is crucial in successfully implementing quality
control in a call center. Among the numerous available tools, Voice over Internet
Protocol (VoIP) is an essential solution with several significant advantages.
Let’s explore how SalVoip’s advanced
features can facilitate quality control and enhance operational efficiency:
Call recording
VoIP providers allow more efficient and accurate call
recording than traditional telephone technologies. Every customer interaction can be
securely recorded and stored in a digital platform. These records become a valuable source of
data for quality control.
Advantages:
- Easy Access to Recordings: Supervisors and evaluators can quickly and easily access
call recordings, making the review and feedback process more efficient.
- Security and Compliance: Call recordings can be securely stored to comply with
data privacy regulations and provide evidence in case of disputes or legal issues.
- Identification of Improvement
Areas: By listening to real-time
interactions, immediate improvement opportunities can be identified and communicated to
agents.
Real-Time Monitoring
SalVoip offers several useful functions for call center
supervisors to assess agent performance and monitor or assist in real-time:
Call Intrusion or Call Barge
Supervisors can listen to conversations as they happen and provide assistance or
intervene if necessary. It is beneficial for on-the-job training and managing delicate
situations.
Advantages:
- Live quality improvement: Supervisors can provide instant guidance and support to
agents to ensure high-quality customer service.
- Immediate problem resolution: If an issue arises during a call, it can be addressed
immediately, enhancing customer satisfaction.
- Practical training: Supervisors can use real-time examples to train agents
and reinforce best practices.
You can learn how a supervisor can use this functionality by watching the following video:
Supervisor console
In addition, to access the administrator panel for necessary
adjustments, the supervisor can access a monitoring panel that allows them to view
active calls in each queue and monitor the status of each agent in
real-time:
Call center barometer
SalVoip provides a call center barometer that allows you to
assess the current state or health of your call center in real-time, facilitating quick
decision-making. The barometer also provides for the configuration of alerts and notifications
for key values.
In our administrator’s manual you can find all the information about this real-time call monitoring tool.
Satisfaction surveys
SalVoip also offers the capability to generate customer
satisfaction surveys launched before the call concludes. It allows your customers
to rate the call center’s service quality.
You can enable or disable this feature with just a couple of clicks.
Find out more about SalVoip’s post call surveys in this blog post.
Call tagging
Labeling calls is crucial for segmentation and
tracking. With SalVoip’s call center functions, you can tag calls as
“Irrelevant,” “Successful Sales,” “Angry Customers,” or any
other segmentation you need.
It lets you filter, sort, and categorize your calls for
goal-oriented KPIs and reports.
In the following video we tell you how to use call tagging in our platform.
Data analysis and reporting
VoIP enables the collection and in-depth analysis of detailed data on call performance. It
includes information on call duration, waiting times, abandonment rates, and call tagging, among
many other key data points.
This data can be used to generate reports and analyze trends over
time.
Advantages:
- Data-Driven decision-making: Reports generated from VoIP data provide valuable
insights for making informed decisions about quality control strategy.
- Pattern identification: By analyzing data, you can identify patterns and trends
in call center performance, leading to proactive improvements.
- Resource optimization: Detailed information on operational efficiency helps
allocate resources more effectively.
Integration with Leading CRMs
If you already use a CRM system for managing customer
communication, SalVoip likely integrates with it. It allows automatic call logging or
recording within the customer’s profile, providing a clear view of their telephone
activity and yielding essential KPIs. You can see whether customer calls are answered and how
they are handled from within the CRM.
Custom developments through REST-API and Webhooks
Thanks to SalVoip’s webhooks and REST-API, you can
develop the automation necessary to streamline processes or gather the most relevant data.
For example, you can use webhook events to log all agents involved in a call and automatically
generate an email to evaluate each of them.
Conclusions
In summary, quality control in a call center is more than just a
process; it’s a constant commitment to excellence in customer service.
However, it’s not a static process. Continuous improvement
is essential. By analyzing data, identifying trends, and providing feedback, a call center can
continually evolve to meet changing customer expectations and stay competitive in today’s
market.
Contact us if you’re looking for technological solutions to help
implement a rigorous quality control system in your call center. One of our technicians
will assist you in applying VoIP technology to achieve your goals.
