Quality assurance. We’ve all heard the term, but how much do we know about it?
Quality assurance plays a critical role in assessing and improving your services. If a prospective or existing customer reaches out to your contact center and ends the interaction with a bad taste in their mouth, you may have lost them.
To avoid chasing customers away, following quality assurance standards for customer service is the most effective way to do so. Let’s take a look at the most important reasons you need QA to deliver good customer service.
#1. Build and maintain a good reputation
Business reputations carry more weight than ever today. In a matter of seconds, potential customers can jump online and discover how reliable you are.
Review websites and social media enables consumers to share their experiences with others, good and bad. A single poor interaction may frustrate a caller and inspire them to spread the word. Others could see their post and decide against your services, choosing an alternative instead.
You can use QA software like PlayVox to formulate a quality assurance guideline for customer service and evaluate the service your agents are providing. Custom scorecards enable you to identify potential mistakes in scripting or attitude problems within your workforce.
Once you know where your team or certain employees are going wrong, you can take action.
Call monitoring and scorecards offer a simple, cost-effective way to stick to quality assurance standards for customer service. You’ll minimize possible damage to your reputation in next to no time too.
#2. Deliver the right customer experience
Parts of your customer journey may need to be removed or amended. Perhaps your agents place them on hold for too long before they’re ready to handle their query. Maybe your database is too unresponsive and employees struggle to find the information they need, forcing customers to repeat details over and over.
You may not find out about problems like these until one or more customers complain to management — by which time, it could be too late.
A thorough quality assurance guideline for customer service empowers you with the means to spot pain points in the customer experience and find ways to make it more rewarding.
As a result, you can iron creases out and refine your processes at an earlier stage, reducing the risk of consistently-poor customer service.
#3. Encourage a quality-focused culture
Call center managers can never afford to become complacent. Undervaluing customers and letting agents’ respect for callers slip is unacceptable. You might not even notice how bad your customer service has become until you have lost many of them to competitors.
Embrace a culture of quality and commit to being the very best you can. This could demand a huge change in behavior and management, but it will be worth it when customers are happier.
With reliable quality assurance standards for customer service, you can study interactions and assess the type of mindset your agents have. Do they sound unmotivated and unengaged? Are they failing to stick to the script and ending calls before they should? Will they bounce customers from one department to another for their own convenience?
A quality-focused culture depends on QA to avoid costly mistakes and maximize customer satisfaction.
Take a look around your call center and consider the difference following a quality assurance guideline for customer service could make.
#4. Boost productivity and employee engagement
A solid quality assurance guideline for customer service makes boosting productivity and employee engagement simple. Having a well-organized database with a user-friendly interface empowers agents with the means to find the information they need to solve customers’ problems.
This keeps first-call resolution rates high and leaves callers satisfied in less time. Agents will be able to handle more calls and reduce waiting times, maximizing productivity.
After using QA software to monitor interactions, you can deal with agents’ weaknesses on an individual basis too, delivering personalized training and feedback more efficiently. PlayVox’s Learning Management System has a wealth of training resources on hand to enhance agents’ knowledge in a dynamic way.
Treating employees as individuals and tackling their specific issues to improve performance makes them feel more valued. And the more engaged they are, the more dedicated they will be to doing their best.
#5. Less guesswork, more concrete planning
Without effective quality assurance standards for customer service in place, you may not know how to improve your solutions. If you’re receiving vague complaints from customers or retention rates are dropping, you might resort to guesswork to try to fix problems.
Is it the greeting agents use? Is it the hold times? Is it the script your agents read from? It could be anything — but without knowing exactly where the issues lie you could waste valuable time and money trying to put things right.
An effective quality assurance guideline for customer service allows you to pinpoint the causes of problems and make concrete plans to overcome them.
You will have easy-to-understand data and insights on hand, giving you a clear path to walk rather than scrabbling about in the dark.
#6. Ensure your team has everything they need to succeed
Implementing quality assurance standards for customer service can help you pick up on problems you might never have imagined. For example, if a customer has a rare technical issue with a product and requires expert advice, would any of your agents be able to offer a solution?
No matter how uncommon a potential fault may be, someone on your team should always be available to help the caller.
In this case, QA software would indicate that a customer was unable to receive the proper support without some confusion. You would then realize that you need to cover all potential queries that may be presented to your agents, even those that are unlikely to occur.
Likewise, if your agents are dealing with every customer in the exact same way, QA will highlight how appropriate this is. Do frustrated callers only get angrier if they can tell the respondent is simply reading from a script? Do people appear easily confused by your agents’ use of technical jargon or informal tone?
Trust a quality assurance guideline for customer service to keep you on the right track.
As you can see, there’s lots to recommend solid quality assurance standards for customer service in your contact center. Have you experienced other benefits of quality assurance in your own workplace? Share your thoughts below!