“This call will be recorded for quality and training purposes” your phone speaker says nearly every time you call a customer service number.
But have you ever thought about the reason for this seemingly universal announcement?
Are these businesses actually using these call recordings? Do they listen to the recordings? If they do, what are they using this information for?
Call recordings have significant importance, especially in a high-volume setting such as a call center. Recorded phone calls are the foundation of call center quality assurance.
Quality Assurance (QA) should be the base of your call center management efforts. Improving the health of your QA practices boosts productivity while at the same time decreasing needless spending.
These statistics should make any call center director sit up and take note: Customer satisfaction is crucial to progress.
And, one of the best ways to earn better customer satisfaction is to implement a quality assurance program.
What Is Quality Assurance?
Call center quality assurance is the system of monitoring an agent’s call skills. Also, call center quality assurance measures how well the agent met the caller’s needs and expectations. It is the most effective and productive approach to enhance the call center customer service.
Benefits of Quality Assurance
#1 Helps Measure What’s Important to the Business
The most vital decision for any business is to determine what they are trying to achieve. And, the next step is to select how you’ll understand whether you’re successful.
Once a company establishes their KPIs or key performance indicators, a quality assurance program gauges you how well you’re performing. One benefit of quality assurance is the early warning signs when things are off track.
Naturally, the areas companies focus on differ from business to business. It might be simple to think customer service depends on the situation. But don’t fall into this trap. It’s pretty simple: Identify the factors that matter and make sure they happen.
Ensure that expectations are clear and consistent. Monitoring exact KPIs encourages employee performance. Another benefit of quality assurance is that priorities are top of mind, and agent behavior usually moves toward these objectives.
#2 Quality Assurance Gives Better Agent Performance Feedback
Today’s call centers know that service quality matters. Conditions such as rudeness, lack of information, and low attention can destroy the customer experience.
If you notice decreasing the amount of time spent on phone calls negatively impacts the bottom line, then measure call duration.
If you observe solving a customer’s query on the first call benefits retention, then measure how often agents resolve customers’ difficulties.
Quality assurance programs provide benchmarks to manage and coach phone agents. Employees know what to aim for and will not be blindsided by random feedback.
An excellent quality assurance plan reduces problem behavior. You have opportunities to fix issues before they cost you a client.
Companies use call recordings for training. Listenforce helps managers pinpoint missed skills and KPIs. Agents have excerpts from the call recordings that illustrate where they failed to meet expectations. Also, quantitative data from call scoring reinforces feedback.
Training is more concrete and precise. Quality assurance programs, coupled with call analytics, improve the feedback process, and make the coaching session more useful.
#3 Improves Service Levels
Each evaluation should carefully define individual and departmental strengths and weaknesses. To create a powerful and productive team, you need to focus on each representative individually. Assess their weaknesses and carry out a training plan according to your conclusions.
Training plans should develop each agent’s skills by:
- Increasing the representative’s knowledge of the products and services
- Boosting communication skill, not just with the clients but also with colleagues
- Improving the ability to review the customer’s difficulties and quickly execute relevant solutions
- Making knowledgeable of all the potential solutions to different types of queries raised by customers
By concentrating on every staff member, you’ll collectively enhance customer service. The momentum will increase customer loyalty. A win-win for all..
#4 Accelerate Skill-Building, Coaching, and Development
“This call will be recorded for quality and training purposes.”
So, of course, call recordings need to be monitored. Without call analytics software, managers could start by listening to each call. A potential method could be to evaluate call recordings by the employee and then bundle those by the department.
Patterns will emerge, and you’ll notice team members and departments repeating the same mistakes. Ah ha, these are the areas to start changing. Time to get your coaching hat on and develop these weaknesses.
Begin the training by presenting data from call recordings and call scoring to hit home the points. This will help agents know exactly where they are going wrong. They will understand which skills they need to work on and develop.
You can work together to build the abilities sets that agents lack.
QA training strengthens agent skills, and the overall effectiveness of the call center.
#5 Adhering to Compliance
One neglected area of quality assurance is that it can help you manage and maintain regulatory compliance.
Call centers must follow guidelines while handling customer communications. The rules protect customer privacy and security.
For example, one call recording protocol is to regulate the collection and storage of payment data. If someone listens to a call recording to verify the payment, that is within the rules. But if a person writes down a credit card number from a recording later, substantial fines can result.
A quality assurance plan helps companies establish privacy and security compliance. And if agents do not follow the policies, the quality monitoring would recognize this. Staff can be further trained in regulatory compliance. It also helps you confirm your compliance.
A call center quality assurance plan that includes quality monitoring delivers many benefits. It is the key to company success, agent progress, and customer satisfaction.
So, do you know what to say when someone questions why quality assurance is important?
Can you think of any other benefits of quality assurance?
Do share your experience in the comments section below.