Like most call centers, you are all about quality while maintaining costs low. But while trying to maintain costs to a minimum, it's easy for quality to be affected. A decrease in quality within your call center can be dangerous as it will most probably lead to lower customer satisfaction and declining sales.
If you are suffering from a decrease in quality in your customer service, take a deep breath and review your organization thoroughly. Below we'll discuss the most common factors that harm contact center quality and how to improve them.
Lack of communication
For staff to perform to the best of their ability, they have to know what is expected of them and have defined responsibilities.
Management should set clear expectations and periodically review individual employee performance, working one-on-one to adapt old goals, set new ones, and give proper feedback.
It is only through clear communication that employees will know if they are on the right track. Without orientation, it would be like making staff aimlessly walk around in the dark. Shed light on the end goal and how to go about getting there.
Improper training and hiring
Your contact center is only as good as its workforce. With skills and talented staff, you have the base tools needed to put your action plan to work.
Define the profile needed for each position and where to find the right people for the job. When hiring, a single interview and resume is not necessarily enough to give us a well-defined scope of the candidate's skills. Nonetheless, based on this information we can get a good idea of how the candidate's character and personality fit with the organization’s culture which is equally as important.
Once each team member is carefully cherry picked, it's time to prep them for the job ahead. A standardized process should be in place, providing the needed training to prepare staff for the challenges and responsibilities ahead.
Already providing hands-on training? Look into other training methods which could potentially be more effective.
Lack of QA control
Perhaps up until now, you've done everything right. You've hired carefully, trained well, and have a frequent and productive communication between staff and management.
Could it be that you are overlooking quality-control? Quality is a crucial process that is often put aside. Yet, it's one of the most important aspects of maintaining a healthy call center. Reviewing the quality of each individual employee’s performance goes to the root of excellence and corrects any mishaps from the source.
Quality should be approached as a continuous learning opportunity, serving to improve customer service on an ongoing basis.
Feedback is the essence of improvement. Without it, we wouldn't know what we are doing well and should keep on doing and what could be improved and needs work. Feedback done right can motivate, increase productivity and improve your bottom line.
But when discussing points of weakness, feedback can come across as finger-pointing if the message is not delivered properly. As a result, the intended plan of action you had in mind could potentially backfire.
Good feedback is an art that must be practiced and crafted. When it comes to giving feedback, how the message is delivered is key. Focus on the positive and growth opportunities that could serve your employees for the better. The idea of feedback should essentially be to give employees the tools to be confident in their discipline and to help them perform.
Take a look around your call center. Are your employees happy? Do they collaborate and work as a team? Or is there a constant cloud of negative energy in the air?
Each call center is a mini world. Management sets the pace and the rules. A negative culture can cause staff to feel overworked, have more sick days, and even fail to meet their goals. If this is the case, the culture and processes of your call center need an inspection urgently.
By focusing on an employee-centric culture, you'll automatically create a customer-centric environment. Because a happy employee is a productive one. Focusing on employee benefits and well-being such as an ergonomic workplace, flexible schedules, and team building activities all work together to build a positive company culture.
Quality assurance is of the utmost importance in order to maintain outstanding customer service and build long-term client relationships.
If you have faced the challenge of maintaining and improving the quality of your call center, share with us how you tackled the issue in the comment box down below!