Quality in Contact/Call Centers –and How to Control It

In order to make sure customers are provided with high-quality service, it is essential to have an in-house department specialized in quality control.

Among many other benefits, quality control areas help to detect existing problems and consequently find ways to solve them.

One of the main challenges faced by new or established call/contact centers is offering services that meet customer expectations successfully.

Moreover, customer service must be regarded as a source of profit and loss. It determines whether good business results are achieved or not.

Therefore, it is of the utmost importance to develop a quality control system and have customer service audited on a regular basis.

What Is Quality Control in Call/Contact Centers?

Quality control refers to keeping track of all the operations involved in customer interactions by means of:

Programs

Tools

Or strategies

Thus, this process is aimed at improving service quality continuously.

What Is the Purpose of Quality Control?

There are different purposes of quality control in call/contact centers, including:

Satisfy customer needs

Establish quality standards

Monitor activity

Detect, solve, and prevent problems in contact operations

Quality Control Metrics

Parameters called “quality control metrics” can be used to measure:

First-contact resolution

Satisfaction metrics and indicators

Service level

How Can I Control Quality?

Become familiar with customers:

When you learn what is important to customers, you are able to assess whether you are meeting their needs appropriately

Conduct surveys:

Make a survey at the end of each call so customers can rate your service.

Pay attention to attitude:

Identify how agents conduct themselves with customers. In fact, this is crucial to determine how customers feel.

Supervise processes:

For instance, verify that operations are compliant with the protocols established in your call/contact center.

Identify risk factors:

Pinpoint the factors that can affect customer satisfaction and then focus on actions that will set the tone for a positive customer experience.

Use tools and technology that benefit your call/contact center:

Use technology and tools that offer a larger number of benefits and advantages to both your call/contact center and quality control processes.

In addition, speaking of making the most out of technology…

…If you want to know how to improve customer experience, click here.

What Technology Can I Use?

CenterWare Total

It’s an integral contact and call center software that provides IP telephony and software on a metered basis. Additionally, you pay only for what you use without monthly license or subscription fees.

Get many benefits like:

Reduced downtimes

Tools for measuring KPIs, real-time monitoring, and reports

Absolute control over your call/contact center operation

Technical support, training, and certification courses

Remember it’s also important to measure calls quality!

Further, use the built-in reports module to control quality in your contact processes with greater ease.

Thus, CenterWare total provides you with everything you need to measure quality:

Software + IP telephony in a single platform.

Implementing software that streamlines anything from your contact strategies to your customer interaction processes is crucial to control quality.

If you want to learn more about CenterWare Total, click here.

Or if you want to try it for one month for free, click here.

Another technological tool that will improve your quality control is:

CenterWare AVRS

This recording system developed by Nuxiba centralizes all the information necessary to improve your customer service.

Features:

Screen and phone line recording across agent workstations

Measuring and monitoring service quality levels

Recording analysis for first-hand customer feedback

If you want to learn more about CenterWare AVRS, click here.