Call centers owners have to keep track of the performance of their agents to know whether their customers are satisfied by the services they are receiving or is there anything else that can be done to provide a better experience to them.
With your agents receiving hundreds of calls every day it can be quite difficult to know what’s going on without meaningful metrics. This is the reason why choosing the right metrics for your call center is a crucial step to improve the customer experience.
To do this, call centers focus on a wide range of metrics that measure different aspects of a call center which you’ll get to know in this blog along with
- What are quality assurance metrics?
- list of some common call center metrics
- Ways to Improve your call center interactions
- Why are QA metrics important?
- How to boost QA metrics?
So, before further ado, let’s jump in!
What are QA Metrics?
Quality assurance metrics consist of useful information which is used to measure how well your call center is performing. It measures the overall performance of the call center and the individual performance of the agents.
To make sure that your customers get a quality experience, focusing on your QA analysis is of utmost importance.
The first step in this process is to decide which QA metrics align with the goals of your company and will be the perfect fit for your call center.
Here’s the List of Some Common Call Center Metrics
1. Average speed of answering (ASA):
This measures how much time call centers take to answer customer calls.
2. Net Promoter Score (NPS):
NPS measures how loyal your customers are to your brand. For example, is there a possibility that they recommend your products to their friends?
3. First Call Resolution (FCR):
FCR measures the percentage of cases that are resolved during the first call between the customer and the agents.
4. Average Handle Time (AHT):
Average Handle Time or AHT is a metric used in contact centers to measure the average duration of one interaction.
5. Customer Satisfaction:
Customer satisfaction measures how satisfied customers are with your services. Call centers utilize NPS to evaluate customer satisfaction and get proper feedback about how the customers perceive their products.
6. Call availability:
Call availability measures how often your agents are available to answer calls and how much time they take to resolve customer queries. This metrics allows the supervisors to know whether their agents are following the call schedule or not?
Now that you know about the most widely used call center metrics, let’s talk about the ways you can improve your call center interactions.
Also Read:- Benefits of call center services for Healthcare
Top 3 Ways to Improve Your Call Center Interactions
Whether your customers are going to be satisfied with the services you offer depends on how the agents assist them and how the customers feel after interacting with your agents?
The bottom line here is, customer loyalty depends on how well the agents can solve their issues and understand their needs.
Below are some tips that will help you in improving call center QA and performance.
1. Be empathetic towards customers
Customers reach out to your business in the hope to get a solution to the problem they have been facing. They expect your agents to listen to them and understand how the problem is affecting them.
If the customers don’t get a satisfactory response after connecting to your agents, they are not going to continue buying products from your brands.
Providing a smooth customer experience will automatically increase and they may also recommend your business to others.
2. Focus on customer’s needs
The easiest way to make customers feel valued while interacting with them is to focus on their needs. Most often, customers don’t feel comfortable stating their needs. They might be confused or unfamiliar with your services.
In such cases, is it the duty of the agents to make them feel comfortable to talk about what they are expecting from them so that the customers can feel that the agents are here for them?
3. Stick to the company policies
The brand reputation of your call center stays in the hands of your agents. Not following the company policies while assisting the customers can harm the image of your business.
Therefore you should consider using metrics that measure whether the agents are sticking to the company policies or not.
Also Read:- Pros and Cons of Telemarketing for Business
Why are QA Metrics Important?
By calculating the QA metrics of your call center, QA managers can get an idea about the overall performance of their agents. They’ll know whether they are performing up to mark or not? Plus, they’ll also get a brief insight about the areas they are lacking behind.
This way they can provide significant training to the customers which will further improve their performance. Moreover, with proper training and guidance, your agents will be able to provide a better customer experience which will ultimately increase customer loyalty.
How to Boost QA Metrics?
The ways by which you can measure customer satisfaction to improve QA metrics are:
1. Know your customers
For improving the experience for your customers you must make an effort to know what kind of experience they consider valuable. This can be done by measuring the factors that customers look for in a service.
2. Identify the driving factors
The next step involves analyzing and measuring the key factors that drive the customers to come back to your brand or repurchase your products. Is it good customer service? Or is it because your products match their needs?
By improving the engagement of your agents towards your brand, you can achieve your goals to provide a better experience to the customers.
At the final step, you have to choose the metrics that measure both customer experience and quality of service. The data you can gain from this can be utilized to improve call center services.
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