Customers are more inclined towards brands that can deliver exceptional customer support service. In other words, poor call center services often irritate the customer base, resulting in creating a bad brand reputation and a decline in business growth.
Are you desperate to improve your call center support service and gain more revenue by offering positive customer experiences? Probably, the deployment of quality assurance software in your business process will bring up more perks.
As per Gartner’s study, 85% of consumers make purchasing decisions after interacting with the brands and availing of the customer support service. In fact, only 9% of customers prefer to solve their issues via self-service portal. This shows how much the consumers are relying on quality support.
Fig: Gartner’s study on how customers are using call center service (Source: Gartner)
In this context, we will share with you a few key aspects that make a call center quality assurance framework an ideal one. Probably, this is more important than your artificial intelligence solutions.
3 Key aspects of an ideal call center quality assurance framework
- Operational: Operational is the initial step of every QA process, simple to create and simple to measure day-to-day operation. You must have heard that the managers are performing monthly assessment programs for their team members. This framework assesses day-to-day work, identifying the areas that require optimization. Start with the operational step to generate an ideal robust framework for the call center quality assurance.
- Tactical: Tactical is the middle stage that uses various trending data resources, allowing the QA managers to define specific variables for the QA process. The solution is all about employee self-awareness, contributing a lot to employee growth and brand scalability. In this stage, the software identifies the reason behind poor customer services, such as blocked workflows, lack of knowledge, etc.This helps a lot in reducing employee turnover while encouraging the managers to come up with more training and development programs for their agents.The tactical stage is thus completely for the agents to boost their knowledge base and eventually their work efficiency. What else do you need for an optimum call center support solution? Definitely, artificial intelligence solutions will help a lot in this.
- Strategic: Strategic is the highest stage of the QA framework. This particular stage deals with pursuing long-term and company-specific objectives. We all know that QA software helps in optimizing the performance score. Thanks to the Strategic approach that assists the call center managers in improving the Net Promoter Score (NPS).If you are ready to understand the customer support insights and boost customer loyalty, don’t forget to include a Strategic framework in your QA process. Here you can even analyze the agent’s performance by listening to the feedback and making improvements by sharing more knowledge.
Read more: Top 5 Customer Engagement Software and Tools
Summary
Call center quality assurance is a method that evaluates the performance of the call center agents and improves their efficiency. They use call recording, call monitoring, and other features of quality assurance software to pursue the objective. No doubt, it is equally beneficial as the payroll processing software for accountants.
