Today, call center evaluation and quality assurance (QA) can’t be under-looked in the world of evolving customer service care. Most of all, when it concerns whether companies are using it to steer the right attitudes.
Most Heads of administrations desire to know what impact their call center quality model is having on the company. Because a call center is very important. They often tend to pose questions like; is it assisting in identifying major problems, is it opening opportunities and improving customers’ satisfaction? To what extent, cost, and in what ways?
It lies as a task for supervisors to prove that their teams make a measurable difference within their organization.
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 rate.
While the former evaluates and measures the average time a call center agent spends on a call, which might lead to him or her rushing over a client’s call. The latter measures the rate at which call center agents resolve customer queries within a single call. This also warrants them to spend as much time as possible on a call 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 achieving quantifiable benefits from programs, it’s vital to execute the following top practices for call center evaluation below; Enquire to ensure that you are using the correct key performance indicators (KPIs) to realize your call center quality objectives.
Make sure you assemble all gathered data from different agents. Use Business intelligence (BI) to process the data into some form of meaningful information in which you can produce a performance scorecard for agents.
Anchor your business intelligence to produce customized and structured quality schemes to satisfy each agent’s weakness and strength.
Measuring the Right KPIs in Call Center Evaluation
For you to achieve the aspired results, it is critical to measure the right KPIs. The right call center KPIs can steer the agent’s conduct, which would enhance efficiency, improve customer experience, and create more income prospects.
Most agents share the gruntle of evaluators always focusing on just a single, random KPI or a small part of their work to make sweeping assertions. Because a large part of the evaluation is being carried out manually from the path of the evaluator.
Nowadays, organizations are up to speed and process comparatively huge call center agents’ performance data.
Today, quality evaluation for call centers can measure different aspect. Such as average wait time, quality scores, customer survey results, call sentiments. But also conversion rates, handle time, cost per call, call wrap-up, abandon rates, absenteeism, etc.
Afterward, The data needs to be processed knowledgeably to reflect call center performance to make sense of the collected data. It is only after this last stage that you can conclude on the right KPIs steering the right attitudes to attaining the organization’s objectives.