No matter how great your service, there will be times when customers will want to call your brand. They may have a complex issue that is too difficult to resolve on another channel, or perhaps they are most comfortable speaking to a real person. Voice remains a viable method of customer contact: Microsoft reports that 74% of Americans have specifically used a landline to call customer service, while mobile users tend to call as well as send messages to companies. Here are five tips for improving your call quality monitoring to ensure that your customers experience the best service possible.
What does an ideal call look like for your company? Begin by outlining the process customers actually follow—such as reaching an agent via an IVR menu—and then ask yourself how every step should be handled optimally. Is the customer routed to the appropriate agent? Should the agent focus on first contact resolution, or should he reduce average handling time as much as possible? What happens if the agent needs additional support? Outlining this process as you would on a customer journey map can help your brand define your goals for this channel.
Your customer feedback may reveal common reasons for contact, but your agents will have plenty to say as well. Ask them how they feel about their customer interactions, and invite them to share their stories. By understanding both the positive and negative aspects of their experiences, you can determine which best practices may be shared during training sessions.
Regular training is the best way to help agents constantly refine their skills. Ask agents to roleplay call scenarios, and invite other agents to provide input on each situation. Using the collective feedback of contact center managers, agents, and customers, create concrete goals for the customer service team. To keep agents comfortable and motivated in their work, pair them with mentors and be sure to reward them when they attain specific goals.
Call quality monitoring provides great insights about your call scripts. Perhaps you will notice that some agents embrace a different tone than others, or that their conversational styles do not match your brand’s tone. Revise call scripts to better reflect the “personality” of your brand. For example, a more formal or casual approach may be deemed necessary, certain vocabulary might be considered essential, and all agents may be asked to sign off on a call using the same phrase.
A contact center solution with call recording tools is essential for thorough call quality monitoring. Such tools can record both inbound and outbound calls and help managers assess agents’ performance.Call quality monitoring should be a consistent practice in your contact center. As the most humanized of all channels, voice will continue to be a critical method of contact for customers who look for thorough assistance with a personal touch. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform.
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