2 min
The contact center managers know that quality supervision and management is necessary to maintain or improve the “Customer Satisfaction” (CSAT, in its acronym in English). However, it can be difficult to link the contributions of the call centers to CSAT and then to the resulting benefits, which makes it even more difficult to justify the necessary quality management investments.
Improving the quality of the contact center is an activity that offers benefits that will be maintained in the long term. Not only does it help organizations deliver on their brand promise by contributing to a positive customer experience, but quality can also help reduce operating costs. In addition, the savings can be used to justify investments in newer quality management and related tools to further increase their quality and savings.
How To Provide Better Customer Experiences?
Considering basic tasks of agents such as:
- How to answer a call.
- How to transfer or scale a call.
- How to investigate a specific customer question or problem.
- How to enter or update customer information.
- How to process an order or change an order.
- How to document a call.
When analyzing these basic tasks, the contact center supervisors quickly realize the need to have well-defined processes to carry them out with the aim of generating a customer experience with a predictable degree of uniformity and reliability.
What Is The Role Of Quality Management?
The training of the agents is mainly about familiarizing them with the processes of the customer service center and how to execute them correctly. And, by extension, the quality management of the call center consists in applying the necessary activities to measure the understanding and the domain of the agents.
Using specialized quality management tools, contact center supervisors can observe agents while interacting with clients and then provide specific feedback and training. As agents become more competent, their service levels improve, as does contact center performance. This idea is the key to building a successful business case to improve the quality of the call center. The performance of the customer service center increases with quality improvements because customer interactions become more effective and this translates into operational savings.
How To Improve Quality Monitoring To Increase Performance?
To do this, supervisors must consider how quality management can be used to improve the understanding and mastery of agents in the following tasks:
- How to investigate a specific customer question or problem.
- How to enter or update customer information.
- How to process an order or change it.
- How to document a call.
In this way, the results are double. The resulting improvements in the resolution of the first call not only affect customer satisfaction, but also lead to lower average driving times. These performance improvements offer managers flexibility to support growth without additional labor costs or to reduce labor costs.
Subscribe
Ask for a demo