It is a significant fact that agents are the
voice of the company. Though, the performance of agents does not have the assurance
of flawless p[performance all the time. It is almost impossible to maintain
customer service without zero obstacles and crisis. Nearly everyorganization
has undergone the same.
1. The significance of call quality
control
You
will notice that a well-settled call center will spend and contribute maximum
effort on making agents increase their call quality and efficiency level. Quality
analysts are meant to incorporate all the measures required for controlling as
well as adding perfection to the calls. They highlight on some of the
fundamental features in a recorded call, such as,
·
The progress in listening skills of an
agent
·
If the hold protocol speech and timing
is right
·
Ways of greeting by mentioning the
company name
·
If the call disconnection protocol is
maintained
According
to Creaghan Harry, apart from the specified marking
points, the analyst is also supposed to drill down to some of the specific factors
that can only be well assessed by a QA. The role of a QA involves being alert throughout
the call recording and shall rewind the particular piece, as many times
required. Some of the in-depth aspects that an analyst is meant to monitor is
if the agent is putting the call on mute on appropriate times so that the
customer is not aware or distracted by background noises. The other aspects
include if the agent is providing any extra details without validating the
customer correctly or if the agent is making the customer repeat a statement
more than once.
2. Providing the right feedback to
agents
Next
comes the feedback part. This is one of critical responsibilities of a quality
analyst as they interact with agents directly here according to the quality
report. As per Creaghan Harry, agents need to be thoroughly informed and noted
about particular flaws and mistakes they have made while taking the call.Analysts
follow one specific strategy while delivering feedbacks to the agents. Feedbacks
are the only way through which agents get the opportunity to grasp their major
as well as slightest flaws.
3. Effects of Training and software
used by analysts to monitor calls
QA’s
need to be well equipped with the software’s they are using and knowledgeable
about it. Moreover, the reports created by the analysis is further checked and
monitored by higher authorities. The process of analyzing involves picking up
random sets of calls and monitoring them accordingly. When a call is chosen, it
needs to be controlled entirely without fail. Utilizing the right software is
not only responsible for argent-performance but also making the appropriate
evaluation, reports, analytics and measuring customer satisfaction.
However,
agents come from a different qualification background as BPO’s hire candidates from
diverse sources. Therefore, providing proper training to the employees will
help them cope up with call quality maintenance in the later part. The senior
management authority of the particular organization plays a crucial role in
initiating training and development in the right manner.
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