10 Tips to Improve your Quality Scores
Quality scores still an issue? That’s not good. This is the feedback that illuminates how customers are being treated by your agents, and if they are getting the help and information they need. Here are a few steps you can take to start those numbers trending in the right direction.
1. Identify the Agents that Need the Most Help
All of your agents should receive ongoing training and coaching. But with a quality management system you’ll know which agents need extra help.
2. Target Negative Feedback
This may seem obvious, but many contact centers still base assessments on random samples of calls and surveys, rather than those with negative customer feedback. That’s where the problems are, so that is where training should start.
3. Real-Time Analysis
When VoC data is added to quality scorecards, agents get real-time performance feedback, which can encourage self-correction.
4. Screen Recording
Screen recording provides an added dimension to call recording and scoring, and gives you a much better idea of how every agent is performing his or her job.
5. Schedule Training in Quieter Moments
Training sessions are too important to be subject to interruptions. With a workforce management solution, you can pinpoint activity lulls and schedule accordingly.
6. Review Feedback on All Channels
Call centers are contact centers now. Review performance analytics for online chat and email as well, and incorporate these into training.
7. Use After-Call Surveys
Surveys initiated immediately after the customer engagement are one way to accurately capture the respondent’s reaction. Given time to cool down, a customer may be more charitable when they fill out a form a week later. That’s nice of them, but it doesn’t help you identify where help is needed.
8. Dump the IVR
This may not be possible, but if it is, it can only help. Routing calls directly to a live agent or the appropriate department is always preferable from the customer’s perspective.
9. Improve Scheduling
When staff shifts are optimally scheduled to call demand patterns, calls are efficiently answered and customers have one less reason to be upset.
10. Speech Analytics
Real-time speech analytics tools can allow you to start raising performance levels and quality scores immediately. It will be easier to detect when agents are not following the script or using language that is not compliant with company policy.
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