As a contact center manager, you are driven by three core objectives:
- Improving customer satisfaction and retention levels
- Increasing revenue by cross and up-selling
- Decreasing operational costs
In a fast-paced and often hectic contact center environment, you’re counting on smooth operations to deliver enhanced customer service. This requires you to consistently identify areas for improvement and raise performance benchmarks. To take your contact center to the next level and become more customer-centric, then contact center quality assurance and monitoring is your first step.
Traditionally contact center quality assurance has focused on the back end of the activity, assessing interaction after it is completed. Quality cannot be an after-thought. Contact center quality assurance is fundamental, as it gives you a comprehensive overview of what’s happening. Reports highlight trends and provide and analysis of customer behavior, while voice recordings can help understand what your agents are saying to your customers and capture their responses. However, some key factors help improve your contact center operations. Experts suggest four focus areas as primary management objectives determining quality to drive optimal outcomes:
The customer still is the king: Yes, as always! Everything that your business does is to benefit the customer. Seeing the customer’s perspective, more so by your agents’ point of view, improves customer service quality. With contact center quality assurance as your foundation, you can enable better performance aligned with your core objectives. By improving business processes like reduced call transfers, improved self-service options, and first call resolution (FCR) you can provide better customer service.
Keep it simple: A part of your contact center quality assurance monitoring program is to provide easy access for customers. Include your agents in your efforts, and make your contact center focused around customers needs. Provide your agents with market intelligence, information on products and competition to support customer communication. Optimize your staff schedules to handle peak customer hours. In this way, you can ensure improved sales and service performance, enhanced customer loyalty and satisfaction levels.
Build company culture: In order have a customer-oriented contact center build customer-centricity as your culture. Every employee affects customer relationship and experience. Therefore, quality assurance requires adherence to compliance. Have a handle on where agents are deviating from defined protocols and processes to improve policy adherence. Include real-time monitoring to provide agents with clearly defined expectations on customer management. By implementing such a mind-set at the ground level, the entire organizational landscape will benefit.
Include performance measurement: You cannot manage what you don’t measure. For successful contact center quality assurance, do not eliminate the strength of consistently improving agent performance. You must perform regular targeted agent assessments, provide meaningful feedback by reviewing calls, increase training to help improve efficiency and maximize revenue. After all, when employees are happy, customers are happier.
So, go ahead and give your contact center a customer-centric makeover now!
How can Knoah Solutions help you with contact center quality assurance?
Quality is at the center of Knoah’s business value proposition. We offer a wide range of analytics, dedicated quality teams, and a robust agent performance management platform to enable your contact center quality assurance process. We provide turnkey solutions like TotalAssureQA, a third party Quality Assurance (QA) offering developed for organizations that don’t have the budget, time, staffing, tools or in-house expertise to effectively manage a comprehensive Quality Assurance program. We work closely with you to reach quality, customer satisfaction, and business metric goals.
To learn more about our solutions and how we can create a partnership today, please click here.