Call center evaluation and quality assurance (QA) in the ever-evolving world of customer service care cannot be underestimated. Above all, it is crucial to determine whether companies are utilizing these practices to cultivate the right attitudes.
Most administration managers want to know what impact their call center quality model is having on the business. They often tend to ask questions such as; does it help identify major problems, open opportunities and improve customer satisfaction? To what extent, at what cost and in what ways? Managers are tasked with proving that their teams are making a measurable difference in their organization.
Call Center Evaluation Metrics
Different organizations and companies use varying tools in trying to assess the performance of call centers. The most preferred and widely used performance metrics are the First Call Resolution rate (FCR) and the Average Hold Time (AHT).
Although you may not be getting a perfect reflection of agent performance. These two stand out as the most reliable when measuring how efficient and productive call center agents can be. In wanting to understand evaluation for call centers, it is essential to address the question below.
Are You Steering The Right Attitudes?
Most agents find it difficult, especially when balancing average hold time and first call resolution speed.
The former estimates and measures the average time a call center agent spends on a call, which may result in them rushing through the customer’s call. The latter measures the speed with which call center representatives resolve customer inquiries in one call. This also ensures that they spend as much time as possible on calls to satisfy customers.
A more comprehensive approach would also provide information-oriented reports to agents on attitudes, such as new problem-solving techniques, etiquette of call centers, etc. This approach would ensure agents become more in charge of their output and more stimulated to improve.
Call Center Evaluation Top Practices
In order to achieve measurable benefits from programs, it is critical to follow the best practices for call center evaluation below:
- Inquire to ensure you are using the right key performance indicators (KPIs) to meet your call center quality goals.
- Make sure you collate all the collected data from different agents.
- Use Business Intelligence (BI) to process data into some kind of meaningful information that you can use to generate a performance scorecard for agents.
- Leverage your business knowledge to produce customized and structured quality systems that cater to each agent’s strengths and weaknesses.
Measuring the Right KPIs in Call Center Evaluation
To achieve the desired results, it is important to measure the right call center KPIs. These can guide the broker’s activities, which would increase efficiency, improve the customer experience and create more income opportunities.
Most agents share the grumbling of reviewers when they always focus on just one random KPI or a small part of their work to make sweeping claims. Because much of the evaluation is done manually from the evaluator’s path. Today, organizations are ready to accelerate and process comparatively vast amounts of call center agent performance data.
Nowadays, different aspects can be measured in the quality assessment of call centers. Such as average waiting time, quality score, customer survey results, call sentiment. But also conversion rates, processing time, cost per call, call termination, abandonment rates, absenteeism, etc.
Later, the data needs to be expertly processed to reflect the call center evaluation so that the collected data makes sense. Only after this last step can you conclude on the right KPIs that drive the right attitudes to achieve the organization’s goals.