Benchmarking Contact Centre Quality
Benchmarking quality calls in a contact center is an essential step in improving the
customer experience and the overall performance of the center. Here are some tips for benchmarking quality calls in a contact center:
Define quality: Clearly define what constitutes a "quality" call in your contact center. This may include things like the ability to resolve customer issues, the use of proper language and tone, and the ability to upsell or cross-sell.
Use call monitoring: Use call monitoring to listen to and evaluate calls. This can be done by using call recording software or through live call monitoring.
Create a scoring system: Create a scoring system that uses specific criteria to evaluate the quality of calls. This can include things like call handling time, customer satisfaction, and compliance with company policies and procedures.
Use a balanced scorecard: Use a balanced scorecard to evaluate calls, which includes both objective and subjective measurements. This can include things like call duration, first call resolution and customer satisfaction scores.
Train on quality expectations: Train agents on the quality expectations and provide them with the necessary tools and resources to meet those expectations.
Analyze the data: Analyze the data collected from the call monitoring and scoring system to identify areas for improvement. Use this data to make changes to processes, procedures, and training.
Communicate results: Communicate the results of the benchmarking process to the agents and management team. This can help to create a sense of accountability and encourage continuous improvement.
Continuously monitor and improve: Continuously monitor and improve the quality of calls by regularly evaluating calls, tracking progress, and making changes as necessary.
By following these tips, contact centers can effectively benchmark the quality of calls and use the data to make improvements that will lead to a better customer experience. Benchmarking quality calls is an ongoing process that requires commitment, patience, and an open mind to adjust and adapt as needed.
