How Can Call Centre Quality Assurance Software Help Increase Call Centre Agent Standards?
Call centre quality assurance is crucial to all contact centres, without it, standards can slip, agents could inadvertently break compliance laws and managers will struggle to know if goals are being met and who may need extra support.
Any successful call centre needs detailed, efficient and precise reports and with the use of automated call centre quality assurance software, this can be achieved. This software provides an easy and effective way to monitor contact centre quality assurance and allow managers to make sure every agent is performing to the best of their ability.
Customer Feedback Scores
A study shows that up to 90% of customers think that businesses should allow them to provide regular feedback regarding their products and services. It’s one thing to run regular customer surveys, but it’s another thing analysing this data.
With call centre quality assurance software, managers can measure QA scores with feedback from these customers so they can see if there is a discrepancy between how they believe their call centre is performing and how the public perceives them.
The best part about this is that everything from CSAT to NPS scores can be displayed on one simple dashboard and aids managers with actionable insights into their team’s performance.
Keep An Eye On Agent Performance
Knowing how agents are performing is crucial, not just for customer satisfaction levels, but also to help plug any gaps in knowledge and know when an agent is struggling. On the flip side, it’s also crucial to be able to give top-performing agents the recognition they deserve, to keep morale high and reduce agent churn.
Call centre quality assurance software can provide scores on individual agents in a simple, yet effective manner. Managers can very easily see who is underperforming and provide support when needed. This is incredibly useful while so many agents are working from home, as they may not feel comfortable reaching out for help and managers aren’t close to being able to pick up on those who are finding daily tasks difficult.
Build The Best Training Plans
It can often be the case that it isn’t an agent’s fault that their quality isn’t up to standard, sometimes the training provided simply isn’t adequate. As mentioned above, more agents are now working from home and with this having been the norm for so long, new starters will inevitably have never even stepped foot in the regular office.
We often take for granted how much we can learn from our peers and working closely with others, that benefit has been taken away from so many. Subsequently, staff training may need to be altered to allow for this.
Call centre quality assurance software can flag common patterns and trends that are allowing standards to slip, it can even show an insight into the correlation between staff members. For example, those who started since the pandemic hit may have increasing numbers of customers unsatisfied when calling about a certain product. Perhaps long-serving staff are more likely to be non-compliant compared to newer ones as they have not kept up with new laws, guidelines and regulations and are ‘stuck’ in their old ways.
Call centre quality assurance software can provide detailed reports into where these gaps in knowledge are and a tailored training programme can be created for certain employees or departments, meaning no one is having to waste time undertaking training that they already know and those who need it get exactly what they are lacking.
Allowing Regulatory Compliance
It’s one thing for agents to give wrong information, it’s another to break compliance laws. Fines can be incredibly detrimental to businesses and can even lead to organisations having to declare bankruptcy and close their doors. Even if fines are affordable, company reputation is on the line and revenue can be lost from customers wishing to go elsewhere after the trust is lost.
No matter what industry a call centre is in, there are compulsory terms and conditions they must adhere to, this includes call monitoring consent, GDPR regulations, the Do Not Call Registry and more.
Agents must follow the correct actions concerning these regulations and without the right software implemented, contact with customers that isn’t compliant can quickly fall through the net, leaving the potential for agents to repeat their mistake if not corrected and leading to more drastic implications.
By using breach alters and compliance failure tests, call centre quality assurance software can reduce the risk of mitigation hugely.
Overall, call centre quality assurance software can benefit in even more ways than those listed above. Other departments can gain an advantage with customer insights, such as marketing teams is just one of the examples. It isn’t just phone calls that can be monitored, emails, live chats, social media or any other channel where agents are in contact with the public can be easily and efficiently monitored 24/7.
