If you’ve ever called a business, you’ve heard the recording that goes, “This call may be monitored and recorded for quality assurance.” The best contact centers don’t just record customer calls, though – they also monitor them and then make changes to improve the customer experience. Here are four best practices to help you put call analysis to work.
- Clarify your goals and processes.
It’s impossible to know what parts of call analysis to pay attention to if you don’t have a game plan. Which KPIs will you measure? How many calls will be evaluated and within what timeframe? Who will review the data? What will be the process for recommending and implementing changes? There’s going to be an overwhelming amount of data coming in and you need to know what to do with it.
- Get everyone involved.
Determining goals and processes should involve the whole team, from management and executives to the agents themselves. Everyone should feel comfortable making suggestions and providing feedback. Also, make it clear that quality assurance is an evolving and collaborative process. Quality monitoring can sometimes be stressful to agents because they feel like their every move and decision is being judged. By emphasizing constant improvement instead of perfection, agents will be more relaxed and effective on their calls.
- Pay attention to repetitive comments.
Trends should get a lot of attention, whether they’re positive (compliments) or negative (complaints). While single incidents on either end of the spectrum are not unimportant, tending to the more common issues will have the biggest impact. Start with the major influencers before working on one-off issues.
- Allow for subjective ratings.
Scores shouldn’t always be taken at face value; allow some wiggle room for context. For example, you may have an agent who has lower-than-normal Average Handling Time scores. However, their customer satisfaction scores may be higher than average. It’s possible that they’re taking extra time to better understand and soothe the customer, which could be more valuable to the contact center than if they sped through the call just to solve it quickly. Before trying to fix a problem, make sure that there’s an actual problem to fix.
By monitoring phone calls and then using the information you discover to your advantage, you can streamline the agent-customer communication experience, improve contact center performance and greatly increase customer satisfaction ratings.