Is your business grappling to meet its customer demand? Is your business finding it difficult to reach important KPIs? If your answer is a yes, then your business definitely needs a quality assurance check.
Quality is the most important aspect that needs to be considered when you’re involved in any kind of work. Quality indicates the accuracy of the result to the target. It’s an attribute that is understood differently by different people. For example, a manager focuses on the specific quality of each employee’s work delivered, whereas consumers or customers focus on the quality of the products or services offered to them.
The only key to customer satisfaction and customer retention is to provide quality product and services to customers. If your competitor is providing better quality than you, you’re surely going to lose your potential customers.
Therefore, you need to keep a regular check on the quality that you or your business offers to its customers. For those, who are struggling with this issue can follow some tips to improve their business’ quality assurance.
Tips to improve quality assurance of Inbound Call Centre Services
A right quality assurance process can help you make a better decision such as recruitment, training, re-skilling, coaching etc.
Enlisted below are seven tips that will be a great help in improving the quality assurance of inbound call centre services:
Congregate a correct amount of data
Key performance indicator, as the name suggests, is the most important characteristic that indicates how effectively a business is performing. It is something that every business work hard to achieve. Hence, for every call centre, it’s necessary to keep a record of every incoming call to achieve the desired KPI. Below is a list of questions that call centres must jot down and later work upon to achieve desired business’ objective.
- When the call arrived?
- Who answered it?
- What type of call it was (sales or service)?
- How long did it last?
- How many times it was transferred and to whom?
- How long it took to answer?
Monitor all employees and channels
If your call centre provides different channels for communication, rather than just focusing on a voice channel you need to keep a regular check on each channel, be it email, live chat, or SMS.
Monitoring employees is also an important part of the quality assurance process. You must know who is performing well and who isn’t so that those not performing well can be given a training on quality assurance. For a smooth workflow, it’s highly required that every employee is working towards delivering a quality service to the customer.
Ask for customer feedback
Only a customer can tell you why your product is better than your competitor’s product and why it’s not. A customer’s feedback holds great importance to your business. It tells you where you lack and shows you the room for improvement. Therefore, whether it’s a positive or negative feedback you don’t to worry. Just focus and work on the feedback provided. Never hesitate to ask customers for feedback. Send your customers a follow-up email asking them for feedback.
Follow up coaching
How do you feel when you’re told that you aren’t working well or your service/product quality is very low? Obviously, you would not good and feel irritated. The same goes for your agents. Therefore, instead of blaming them, invest some time in training and coaching them. Try to squeeze the negative feedback with positive to increase the chances of your agents’ acting on your constructive criticism.
Majority of agents don’t like other watching them from the outside. Then why do you even think of employing such techniques to improve your customer’s quality score? You should better invest in real-time data software. Real-time data software will help employees to keep a track of their own stats of performance and customer feedback in real-time. This creates a sense of ownership in every agent and engages them in a competition either with themselves or with the colleagues. Eventually, this increases the quality score.
Due to a lot of work pressure, repetitive work, irritability, monotony, failing to achieve targets etc. employees choose to leave the firm that results in increase in the attrition rate. This is not the scene in one or two call centres but there are many call centres that are facing high attrition rate. If attrition increases, the quality of the call centre decreases. So you need to retain your employees in order to reduce the attrition rate. This can be done in various ways:
- Time-to-time counselling of agents
- Rewarding and encouraging them for their good work
- Providing them with a flexible work environment
Employ smart software
Technology has always found to be of great help when it comes to easy and fast work execution. It has the ability to streamline the customer experience as well as to reduce the burden of stress on call centre agents. In addition, a software can help in producing error-free and quality results. Therefore, it would be wise to invest in employing smart software for your call centre.
The above-described benefits not only help you to increase the quality assurance of your inbound call centre services in Australia but also aid you in saving the cost.