How to Improve Call Quality in Call Centers
by Chris Kontes | April 10th, 2019
by Chris Kontes | April 10th, 2019
Managers in call centers all over the world want sales, to be sure, but they also want excellent call quality where reps hit all their required points. That’s not all that’s involved in call quality, however,
Everyone wants to know how to improve call quality in call center operations, but not everyone knows the best way to do so. In the traditional model, reps work from a static script and are only coached after the fact and then only if their call or calls were monitored. The other problem is that even the most gung-ho, conscientious, and “on-the-ball” QA agent cannot monitor every call of every rep.
Even if managers hire extra quality assurance staff, they still cannot account for every call that comes into the center. For the calls that do come in, the assessment of the calls takes place a few days later, and the rep might not get the feedback until a week or 10 days after the call transpires. Even if the rep gets to listen to the call during the feedback session, there is still a disconnect between the rep and the call.
It’s far better for reps to get their feedback “in the moment” so that they can correct anything that happens in real time. That’s how to improve call quality in call centers. It’s not possible, however, for the quality assurance rep to walk over to the phone rep and give feedback on the call.
The phone rep would have to put the customer on hold, listen to the quality assurance rep for 15 or 20 seconds, and then go back to the customer. If the rep misses more than one thing, the, “Please hold, Hi, I’m back!” ping pong match will quickly become tiresome for the customer. That’s not how to improve call quality in call centers.
What can businesses do, then? There has to be a better way. Balto’s software is the linchpin of a new strategy on how to improve call quality in call center operations.
First off, the software not only has a heap of scientifically gathered, time-tested verbiage preloaded, but it also operates flexibly. The software is fully customizable so that managers can take the words of consistently high-performing reps and plug them into the software for every other rep to use. The software also collects data regarding performance and collates it for user-friendly display in a system of dashboards.
The software also analyzes voice interactions between reps and customers in real time. It can read the stress levels in people’s voices and offer the rep suggested ways to defuse potentially explosive situations. Reps maintaining control of calls while still showing empathy and a willingness to help are part of best practices on how to improve call quality in your call center.
When considering how to improve call quality in your call center, the flexibility of Balto’s software is the biggest boon to those improvement efforts. The real-time analysis it provides is invaluable when it comes to maintaining call quality. Instead of having to wait days to learn of any errors, reps get their feedback while still on the call so that they can correct the mistakes for the customer before concluding any business, including sales transactions.
Because the system reminds reps of errors or missed information, the customer always gets the right information on the call and has a better experience because of this fact. Better still, the company benefits because reps who can correct errors on-the-fly, or even avoid them more often than not, tend to present a more honest and forthright impression upon today’s customers than reps with static, printed scripts.
The software also empowers reps, which is the second-most important item when thinking about how to improve call quality in your call center. No one likes to call up, have no faith in the rep on the phone, and then have to wait for a supervisor to get a straight answer. Reps who have Balto’s software on their side can answer customer questions and requests honestly and forthrightly while still maintaining control of the call.
For example, Mrs. Jones calls up and says that she didn’t get what she ordered. She demands something for free not only for the error but also for her time in having to call up. In the not-so-old days, the rep would drone on about being sorry for the inconvenience and try to transition to a sale.
If reps have Balto’s software behind them, they can pick and choose from a set of statistically proven power phrases that empower them, acknowledge the customers’ points of pain, and present a series of options that are the most likely to solve the concern. In 2019, customers won’t tolerate being “led down the garden path” any longer. Because today’s customers are savvier than ever before, they will recognize a, “Yeah, yeah, I’m sorry, now buy something,” pitch instantly and most likely will react poorly.
When it comes to how to improve call quality in your call center, a far better response would be something like, “I understand how frustrating it is to receive the wrong order. It happened to me last week, so I get it. Now, Mrs. Jones, I cannot give you the extra free stuff you requested, but I can do A), B), or C). Which of these options will work best for you?”
Such a reply empathizes with the customer. It acknowledges the customer’s experience, and it provides three separate solutions from which the customer has the power to pick what’s best. If Mrs. Jones isn’t satisfied with that, Balto’s software can determine if she’s becoming irate by analyzing her tone of voice.
At that point, the software will give the rep well-researched and tested de-escalation strategies and empower the rep to make decisions regarding the customer’s situations rather than dumping the call off on a supervisor. This is yet another best practice in how to improve call quality in your call center.
If there are sensational reps on the floor in a call center who always seem to get the sale, defuse an escalation, get maximum marks from customer surveys, and the like, the software will show that as part of the integrated dashboard. Managers can then go to those reps and ask, “OK, folks, what’s working for you?” and take down their answers.
Once the managers collect the data, they can update Balto’s software with the sure-fire word tools the wordsmith reps came up with and help every rep strive to equal the best. Success, after all, breeds success.
If one wants to know yet another method for how to improve call quality in your call center, one only needs to look at agent morale. Dejected reps will queue jump, sit in wrap, ride calls, transfer all non-sales calls, and all manner of other “tricks of the trade” to avoid poor numbers and stressful days.
If, however, these reps have top-of-the-line verbiage, empowerment that makes them feel valued, and better overall numbers, then their sense of self-worth and value to the company will rub off on their calls. They’ll want to take that next call instead of sitting in wrap. Happy agents lead to happy customers because the former treat the latter better than grumbling agents.
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