5 Tips to monitor call quality
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- 22 Jul, 2019
Offering great services or products doesn't mean your customers won't need to communicate with you. People often have problems and have questions all the time, and what they want is to ask real persons and have short answers.
For this reason, voice communication is one of the best methods to offer customer services in the age of the internet. According to Microsoft, 74 percent of American have used the landline to call a company's customer service. Of course customer service through social media and websites is growing, but you will still need to be available via phone.
In this article, we discuss the top five tips to improve the call quality of your customer service calls.
1.Put your goals before anything
One of the very first steps of offering an excellent customer experience is to outline the customer needs. Do customers need an IVR menu? Are they routed to the appropriate agent? What do agents need to focus on first? What happens when the agent can't solve a specific problem? Many questions should be answered to build the best possible experience.
2.Learning from the agents
A successful customer service needs to learn from the past problems and one of the best ways to do this is to learn about customer interactions and responses from the agents.
Getting to know the positive and negative feedback of the customer experience can help determine what to do next, what to improve and what to keep.
3.Invest in your agents
No matter the technology you implement to make it easy for customers, your agents should be one of your biggest investments. A professional agent who is continuously trained and kept updated can make a better experience for the customer, and keeping the agent comfortable will help making the customers more happy with your service.
4.Rescript your calls
Using the data you have to script your calls can be one of the most effective ways to improve customer service. Determine the suitable tone and the suitable words and edit the script that is used by the agents accordingly.
5.Don't neglect call recording
To gather data and resolve problems at your customer service center you need to implement an automatic call recording tool that will save every call you may need.