If you manage a call center, you probably know that quality assurance is essential for achieving success. Without the appropriate measures, your call center could quickly descend into chaos. Quality analysis ensures that customer service requests are attended to, monitored, and followed up quickly and effectively by informed and well-trained agents.
Call centers must leverage all available tools to optimize their business processes, keep up with changing customer expectations, and provide efficient and personalized customer service.
In this text, we will cover the main tools used in quality analysis in online education call centers. Find out why it is necessary to implement quality control, best practices, and how to create a quality control framework, and the common challenges call centers face in this aspect.
What is call analysis in a call center?
Quality assurance in a call center is a process of monitoring and evaluating agent performance to ensure excellent customer service and comply with established quality standards. Various techniques, such as call recording and quality control audits, are used to achieve this goal.
Quality analysis in a call center aims to identify common customer issues, improve the customer experience, and standardize communication processes. By implementing this process, the goal is to make customer interactions efficient, effective, and satisfying.
Quality control in call centers is also important because it directly impacts agent performance and customer satisfaction. Quality control is a comprehensive process that provides valuable information about customer satisfaction, the effectiveness of employee training, budgetary strategies, and the efficiency of the teams and software used. The choice of quality control strategies and methods will depend on the specific goals of each company.
How is the quality of calls evaluated?
The monitoring of call quality is usually the responsibility of the team leader, quality control specialist, or quality analyst of the call center. Generally, two categories of data, also known as quality indicators, are evaluated when monitoring quality control in call centers:
- Call and Customer Metrics: These metrics include average response time, call duration, customer satisfaction ratings, Net Promoter Score (NPS), Customer Satisfaction Scores (CSAT), productivity metrics, among others.
- Quality Control Assessment: Conducted by a team leader or quality control specialist, a sample of customer interactions is evaluated based on problem resolution and professionalism, using an agreed upon scorecard.
Quality control is an essential tool for measuring improvement over time and maintaining a high level of customer satisfaction.
There are three methods of quality control in call centers: operational, tactical, and strategic, which are used in combination to manage and ensure quality throughout the company.
Operational
Operational quality control is a quantitative approach that focuses on measuring key customer service performance indicators on a day-to-day basis, providing an accurate assessment of agent and call center performance. It focuses on daily tasks and interactions at the micro level. Data is collected daily and periodically evaluated through monitoring tools.
However, this approach has limitations, as it focuses on the micro level and may not fully reflect the big picture. Although it is useful for immediate short-term solutions, it has less potential to identify underlying causes of problems.
Tactical
The tactical method of quality control is used to address overarching concerns that affect customer service. Its aim is to improve overall service quality by identifying the underlying causes of poor call center performance and resolving them.
This tactical approach addresses issues such as low customer satisfaction rates, potential gaps in agent training, and looking for ways to make team workflows more efficient. By identifying these overarching issues, solutions can be implemented that positively impact the call center in the coming years.
Tactical solutions, such as reorganization or additional training, usually involve a greater investment of time and resources compared to operational solutions. However, the end benefit of these solutions is a long-term resolution and a stronger team overall.
Strategic
The strategic method of quality control aims to ensure that the call center is aligned with overall business goals.
This strategic approach addresses questions like:
- How is customer service integrated into the overall business goals?
- How can the customer service strategy be changed to increase customer loyalty and retention?
- How can employee retention in the contact center be improved?
The strategic method focuses on broad issues that encompass an organization’s culture, standards, and goals. Like the tactical approach, it is used to find long-term solutions to company-wide problems.
What tools can we use to analyze quality in the call center?
There are many ways to ensure that call center agents provide quality customer service, which include:
Call Recording Analysis
Call recording allows for interactions between customers and agents to be logged, facilitating the evaluation of service quality and providing constructive feedback. In addition, Voice of the Customer (VoC) analysis is an effective way to monitor and improve quality, by identifying areas for improvement and patterns in service.
Voice and text analysis also stands out, examining elements such as keywords, voice tone, and sentiment in communications, providing additional insight for identifying recurring issues and generating performance reports.
Quality Audits
Audits are a common practice in call centers to ensure quality, where random agents are selected and their calls reviewed to identify areas for improvement and highlight outstanding skills.
Quality management software is essential for monitoring and evaluation in call centers, as it automates tasks, collects and analyzes data, logs conversations, and offers key features like automatic call recording, voice and call analysis, multi-channel support, performance metrics tracking, automated surveys, and customizable dashboards to organize relevant information. In addition, it allows for customizable evaluation forms to quickly and accurately assess agent performance, and receive alerts when special attention is required.
Customer Satisfaction Surveys
Customer satisfaction surveys are an effective tool for measuring the quality of customer service provided by call center agents. These surveys can be sent after each call or conducted periodically to gain feedback. They allow for the identification of areas of improvement for call center agents, as well as highlighting those areas where they perform outstandingly.
Employee Performance Reviews
Employee performance reviews are a crucial part of quality assurance in a call center. In these, supervisors evaluate calls and assign scores based on predefined criteria. These reviews allow for the identification of areas of improvement and highlight strengths in call center agents. In addition, they are an excellent way to identify agents’ training needs.
Agent monitoring software allows for the logging of agents’ interactions and the tracking of their performance. Real-time evaluation is key to ensuring quality service and addressing problems immediately. This tool is indispensable for maintaining high quality standards in the call center and ensuring customer satisfaction.
Process Mapping and Improvement
If you want to take call center quality assurance seriously, process mapping is an excellent place to start. By mapping each step of your call center’s processes, you can identify potential problems and areas for improvement. Process mapping can be a complex task, but there are many resources available to help you get started.
Artificial Intelligence and Machine Learning Tools
One of the most powerful tools in quality analysis is artificial intelligence and machine learning, which allow for the analysis of large volumes of call data to identify patterns and emerging trends. These technologies can help predict customer behavior, improve call routing, and personalize customer service interactions.
By automating tasks, collecting and analyzing data, and recording conversations, software based on these types of technologies provides a comprehensive view of customer interactions. In addition, it allows for real-time tracking of various key performance indicators (KPIs) and generates reports that are automatically sent to call center managers. Moreover, it enables the monitoring of call quality and provides immediate attention when needed. This ensures quality service and allows for efficient problem solving.
In fact, one of our clients, a leader in the online education sector in Latin America, has already successfully implemented Upbe in their admissions department and call center. Through call analysis and performance evaluation, we have been able to optimize their sales strategies, ensure regulatory compliance, and foster outstanding performance in their team.
If you’re looking to improve your customer service processes in your online education call center, don’t hesitate to contact us today. Our quality control software provides the necessary tools to automate quality analysis, identify inappropriate practices, improve processes, and increase sales.
Contact us now to start improving your customer service processes and achieve solid results in your call center!
Quality in a call center can be measured through various tools and methods. Call monitoring and recordings allow for evaluating interactions between agents and customers, quality control audits help assess compliance with standards and professionalism of agents, and customer satisfaction surveys gather customer feedback. Additionally, voice and text analytics reveal patterns and trends, while Key Performance Indicators (KPIs) provide specific metrics.
Key Performance Indicators (KPIs) in a call center can include average response time, average call handling time, customer satisfaction rating, call abandonment rate, first call resolution rate, advanced conversational analytics, and regular performance evaluations of agents. These indicators help measure the efficiency and effectiveness of call center operations and identify areas for improving service quality.
Quality control in a call center is an essential process that focuses on ensuring and improving the quality of interactions between agents and customers. By evaluating agent interactions, areas for improvement are identified and strengths are highlighted, contributing to the professional development of agents and continuous improvement of customer service.
Indicators in a call center are key metrics used to evaluate and measure performance and service quality. These indicators cover various aspects such as average response time, call handling time, customer satisfaction, NPS ratings, productivity metrics, and issue resolution. These indicators provide a quantitative and qualitative view of call center performance and help identify areas for improvement, detect trends, and assess compliance with established objectives.
