How do you measure and improve call quality in your center?

1 Define your call quality criteria

To measure and improve call quality, you need to define what it means for your call center. Establishing clear and consistent criteria that reflect your goals, expectations, and values is the first step. Factors such as greeting and closing the call, listening and empathy skills, product knowledge and accuracy, problem-solving and resolution, compliance and security, and tone and professionalism should be considered. You can use a call quality scorecard or checklist to rate each call based on these criteria, assigning a numerical or percentage score.

2 Monitor and evaluate your calls

Monitoring and evaluating your calls is the next step which can be done using various methods and tools. Call recording and playback allows you to listen to calls and provide feedback and coaching, while call monitoring and live listening enables you to observe calls in real time and intervene if needed. Additionally, call analytics and reporting helps track call quality metrics, such as customer satisfaction, first call resolution, average handle time, etc. Lastly, customer feedback and surveys can be used to collect the voice of the customer and their perception of your call quality.

3 Provide feedback and coaching to your agents

The third step is to provide feedback and coaching to your agents based on your call quality evaluation. You need to communicate your call quality criteria and expectations, recognize and reward your agents for their achievements and strengths, identify and address their gaps and weaknesses, conduct regular coaching sessions with them, and follow up and monitor their progress and performance. Additionally, you should explain how the criteria are measured, motivate them to keep improving, provide constructive suggestions for improvement, use call examples, role plays, and simulations to demonstrate best practices and skills, and adjust your feedback and coaching accordingly.

4 Implement quality assurance and improvement processes

The fourth step is to implement quality assurance and improvement processes in your call center. This requires establishing a quality assurance team that is responsible for setting, monitoring, and enforcing your call quality standards and policies. Periodic audits and reviews of your call quality evaluation methods and tools should be conducted to ensure they are valid, reliable, and consistent. Furthermore, you need to analyze the call quality data and insights to identify patterns, trends, and root causes of any issues or opportunities. Action plans should be implemented to address any challenges or goals, involving agents, managers, and stakeholders in the process. Finally, measure and evaluate the impact and effectiveness of your call quality actions to celebrate successes and learn from any failures.

5 Foster a culture of quality and excellence

The fifth step is to foster a culture of quality and excellence in your call center. You should align your call quality vision and mission with organizational values and objectives, and communicate them clearly and frequently to staff. It is important to engage and empower agents to take ownership of their call quality, while also promoting collaboration and teamwork among agents, managers, and departments. Furthermore, you should continuously monitor and review your call quality performance and results, seeking feedback from customers, agents, and stakeholders. Finally, it is essential to look for ways to innovate and improve your call quality processes, methods, and tools, embracing change and challenges.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?