Whether your call center is at the top of its game or struggling to reach important KPI’s, reevaluating the way you do things in order to improve is essential to building and maintaining an optimal workforce.
How to improve quality in call center scores?
Well, here are some tips.
Gather data. Lots of it.
Key performance indicators are the bread and butter of the call center industry and for good reason. Keep a record of every call, when it arrived, how long it took to answer, how long it lasted, who answered it, how many times it was transferred and to whom, and what type of call it was (For example, sales or service). Use this information, along with feedback from customers, to set goals and monitor KPIs.
1. Monitor All Channels
If the customer support provided by your call center is omnichannel, then so should be your monitoring system and practices. Too often call centers focus their QA attention on voice calls, but how agents interact via email, live chat, and SMS are equally important.
2. Make Feedback and Coaching Routine
Rather than giving agents feedback sporadically, why not make it part of your daily or weekly operations? Identify low volume times at your contact center and put this time to good use. Remember that feedback can be positive or negative and can come in many forms (for example, survey, scorecard, KPIs).
3. Focus on Your Low Performers
Although it’s certainly important to have a goal-oriented mindset for all of your agents, agents with low-performance stats will especially benefit from continuous improvement. Boosting KPIs of low performers will have the most visible impact on your overall call center scores.
4. Follow Up Coaching by Tracking Improvements
Agents who are told what they’re doing wrong are likely to become resentful toward the QA system and its players. Their only goal will be merely to stay off of your radar. Genuinely coaching an agent will prove that they invest in you, boosting motivation and attrition.
5. Encourage Self-Monitoring
Many people are uncomfortable with the whole “big brother” feeling of being watched from the outside. If you’re looking for a new method for how to improve quality score in a call center, consider investing in real-time data software, like Playvox, allows agents to track their own stats and customer feedback in real time. Agents will take ownership of their stats, and may even engage in a little friendly competition with themselves or one another to stay engaged.
6. Motivate Your Agents
Agents who have energy and focus toward their call center work will deliver higher quality customer care. There are two types of motivation: Intrinsic (from within oneself) and extrinsic (external rewards).
External rewards in a call center could include many bonuses and perks, but intrinsic motivation is stronger and more long-lasting than extrinsic.
Consider offering rewards that have the potential to motivate, for example, gamification is becoming a popular means to motivate because it takes the functions of a workplace and makes them fun and competitive.
Employees who enjoy this gratification will motivate them to do their best.
7. Don’t Forget the Fun
A happy employee is a productive employee. If you want to know how to improve quality in a call center, don’t neglect the fun factor. Cultivate a workplace in which employees enjoy being in.
Provide regular breaks that allow agents to drop their headsets and unwind for a few minutes. Bring in a ping-pong table or beanbag toss. Invest in a few comfy pieces of furniture and a good coffee machine. Organize a lunch potluck every few weeks. Decorate the office so it feels like more than a white-walled dungeon.
Employees will feel loyalty toward a company that invests in keeping them happy, and this loyalty and happiness will translate to calls that are upbeat and on point.
8. Display Real-Time Statistics Prominently
Giving your agents a real-time snapshot of how the entire center is working hard together can motivate individual agents to contribute valuably to the team. Consider investing in a projection area that is highly visible to agents which display statistics that give a glimpse of customer satisfaction and agent productivity.
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9. Invest in Smart Software
Technology has the potential to streamline the experience for the customer while simultaneously reducing the burden of stress on your agents. For example, routing calls directly from certain areas of the website or having a thoughtfully developed IVR system means your customers can move through your system to arrive at a solution more quickly, and frees agents to work with more complicated customer needs.
10. Hire Selectively, Train Continuously
The hiring practices in your call center are square one of ensuring a workforce that delivers consistent efficiency and quality. Revisit your hiring techniques to ensure that you are looking at the qualities that best show how successful the agent will be.
Furthermore, don’t consider training to be a one-and-done exercise. Although many call centers are loathed to invest too much in training due to high rates of attrition, the investment is worthwhile.
Agents with a solid foundation of training have the poise to perform well.
If you’re wondering how to improve call center quality, broaden your scope to look beyond only KPIs. Invest in your agents and your QA process, your agents will win and so will your customers.