If you want to hire a successful call center that boosts customer satisfaction and agent retention with better ROI, you need a call center with an efficient quality assessment. The secret is to implement tools that help a call center review its performance consistently and make alterations as needed. A call center in Georgia can become a differentiator for your company because it has quality testing tools to bridge the gap between marketing, sales, service, training, and reporting.
Most Crucial Quality Assessment Tools used by a Contact Center in Georgia
There are hundreds of QA tools available for call centers. Unfortunately, not many call centers use them for their benefit. Among hundreds of Quality Assessment tools, here are some most effective tools that a call center must use to take their performance to the next level.
1. Self-Scoring Cards
Most QA scorecards are a compilation of customer service values and actions expressed as questions posed to the grader. It is how one measures and manages the performance of the reps across various channels. Whether it is phone call evaluation, or chat, social media or email, complaint handling or query resolution, self-scoring QA cards facilitates assessment of every interaction.
A standard call center in Georgia uses a combination of standard numeric, non-numeric, blind scoring, and holistic scorecards that helps in getting to the root cause of any problem and execute in-depth analysis to improve performance.
2. Speech Analytics
Speech analytics, a prevailing quality assessment tool, mixes speech recognition with text analysis and pattern spotting to comprehend customer interactions better. This call center QA system is effectual for conducting particular tasks, like comprehensive searches of conversations to identify trends such as:
- audio mining
- hold times
- reps talking over customers and
- empathy
Speech analytics help a call center in Georgia map and examine every phone call and then assess, train, instruct and carry out root cause analysis.
3. Omnichannel solution
Omnichannel support is a significant component of quality monitoring tools. As the future of customer service includes miscellaneous channels and languages, QA tools that provide Omnichannel support is essential. Multichannel tools help dive deeper into customer need results. Quality assessment that works across various channels can better improve a call center's performance.
4. Text Analytics
Apart from self-scoring and speech analytics, a call center also requires a way to assess every text interaction automatically for chat or non-voice communications. Text analytics uses chatbots, AI, and machine learning. It analyzes unstructured data found in tweets, phone text, posts, emails, and support tickets. Text analytics provides you with actionable insight into the reason behind the contact, what issues a customer is experiencing, and how you can solve the problem.
Find out how a call center in Georgia helps you develop the most efficient FAQs to answer the most common questions of your customers.
5. Customer emotion analysis surveys
When you use QA tools, it is crucial to work upon customer feedback as well. Creating a “moment of truth” survey and sending it after each customer interaction is a great way to analyze customer sentiment and shape agents' performance and company services or products accordingly.
