Quality and quantity seem like two contradictory ideas that couldn't possibly go hand-in-hand. However, unlike call center myths would have you believe, call center agents must be superhumans and make both quality and quantity work at the same time.
Especially with KPIs such as AHT, call center agents feel pressured to maintain calls under a limited amount of time while trying to provide a quality customer service.
This challenge can be more easily tackled with a little help from technology.
Using the right tools, contact center agents can effectively handle calls while keeping the customer happy.
1. Let the customer help themselves
Save agents and customers time by providing a self-help service. Be this a forum, FAQ or YouTube videos, put the most common questions and answers at the hands of customers for them to easily find. Customers will thank you for putting this information at their disposal and agents will be grateful they don't have to explain how to reset a client's password for the hundredth time.
2. Redirect the call to the right person
Perhaps your client got lost in the IVR. Somehow they ended up in the wrong agent's hands. To avoid having the customer re-explain their case over again, agents should be able to listen carefully and explain the situation to the next agent on the line. This not only saves the next agent time but saves a lot of frustration on the client's part and verifies that the next agent is indeed the right person to handle the case.
It's a small detail that makes all the difference. Both the customer and your colleague will thank you for it.
3. Access complete customer history
It's probably not the client's first time calling. Meaning that they will most likely have a history with the brand and its customer service. Save time and provide a personalized customer service all at once by having agents read up on the customer's notes to anticipate their needs. Tools like Salesforce, Zendesk, and Five 9 can help you do this more efficiently.
This will save time as agents won't have to review the customer's issue from scratch. Thanks to the notes, they will be able to see what has already been tried and tested, helping them find the next best action.
4. Offer to call back instead of placing on hold
This one seems pretty self-explanatory, however, it is not practiced enough. If a client has a complicated issue that requires a bit of investigation, don't be afraid to offer to call them back instead of placing them on hold. By offering to call back, the agent frees up the customer and avoids having them wait too long while letting them research the case with less pressure of having to meet the AHT.
5. Analyze feedback and the metrics
When all is said and done take a look at agents' performance metrics and see if they were able to meet their goals in terms of quality and quantity.
From there, adjust the metrics and coach or reward as necessary. Quality monitoring software like PlayVox can help scale these practices in real time and offer more transparency across teams. Coupling platforms like Zendesk or Salesforce with PlayVox is a smart move toward increasing efficiency while still offering the best support possible.
The catch is to stay quick without losing quality. But at the end of the day, if a choice should be made over AHT or First Call Resolution, customers should always come first.