Call centers have to tackle around thousands of calls daily from customers and potential clients. Offering quality service at a contact center is paramount for its future longevity and stability.
That’s the primary reason why all contact center representatives are asked to initiate a chat with customers via call center software.
The major responsibility of quality assurance (QA) teams is to ensure that telecalling agents are working to the best of their knowledge and dedication.
Such analysis becomes extremely important as in the last few years; a consumer survey has stated that around 90% of the customers shifted to new brand immediately on receiving poor sales support and assistance.
This necessitates the need for the firm to measure the contact support executive’s efficiency from time to time.
1) Start Evaluating Telecalling Agent’s Performance Daily: Many QA analysts are the previous call center agents. So, they have ample knowledge about the sector and how to enhance the quality of call during a live chat with customers.
In order to ensure a smoother call center operation, the executives should work to the best of their ability utilizing all the latest technical tools in the system.
Not all performance metrics reveals the true face of the executive’s efficiency. Hence, a call center should also focus on grabbing the necessary feedbacks from customers on a frequent basis.
Around 70% of the customers have stated that they find it heavily delightful to express their opinions and feedbacks to company.
2) Follow the Industry Trends: The quality analysts not only evaluate the company but also check the latest trends being followed in the call center industry.
The team provides essential tips to the executives and owners to augment their customer service processes.
Customers’ call record should be stored in the IVR for further analysis by the sales team for lead generation purposes. Also, such call details are analyzed by experts for quality enhancement purposes.
3) Trace of Anxiety and Nervousness during Live Calls: The real task of the quality analyst is to judge how well the call center executives can handle a wide range of problems of the customers over a telephone.
A recent call center survey has claimed that around 73% of the customers get seriously angered when they have to repeat same thing multiple times. So, the call center owner should always put the best person to task.
4) Types of Technology Being Used: A QA team will check the efficacy of both live and past calls. It is the responsibility of a call center owner to install the best of the calling devices in the office to gauge the performance of the staff.
These days, the use of appropriate technology at offices has become extremely important. According to the latest consumer support statistics, around 70% of the customers don’t want to wait.
So, the use of superfast technology at a call center is highly recommended.
Case Study
A year-old call center was operating on old infrastructure and call center solutions. It received a moderate amount of calls daily and was satisfied by the performance.
However, one day the owner decided to augment the contact center works.
Initially, it was extremely troubling for the owner to revamp his contact center completely as it could cost a lot. Instead, he decided to improve the calling tools like online call center software to expedite customer support works.
The owner contacted the IT head and call center admin to improve the call center services at the earliest. Soon, the call center head integrated the entire computer networking with the best call center software.
The decision proved to be an absolute right. The use of the highly sophisticated software inside the system expedited the entire calling processes.
Considering the current days of competition, offering astute customer support service is the need of the hour. The installation of the highly sophisticated and qualitative tools like call center software solutions is always a brilliant idea.
A couple of weeks later, the call center recorded a profit of around 17% in its calling operation. Soon, many new customers also got attracted to the firm for its outstanding online customer support and assistance.
No comments:
Post a Comment