The importance of call center management and measurement.
As business competition increasingly shifts focus toward improving quality customer journey experience (Customer Experience) instead of competing based on product quality. At this time, the performance and efficiency of the Call Center switchboard are more focused than ever. This is also the time when smart Call Center management applications (Call Center quality management - QM) were born.
Automatic switchboard management solution provides businesses with tools to measure and monitor Agents, DReflecting the quality of customer interactions and continuous improvement. This is a tool that will help businesses monitor their operations and detect weaknesses that need to be improved to increase the quality of customer service - a premise for future success.
Benefits of Quality management application.
- Improve customer service quality: Identify weaknesses in operating processes for continuous improvement.
- Increase customer retention: Enhanced customer journey experience leads to better customer retention.
- Better employee monitoring: The automated management software can evaluate 100% interactions between Agents and customers and fully display Agents' work performance/efficiency.
- Identify weaknesses that the Agent needs to improve: Evaluate Agent weaknesses based on statistics and detailed reports.
- Save costs – increase efficiency: Automated QM software significantly reduces human intervention in assessment and measurement.
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Measurement methods.
Call Center There are many different measurement criteria, depending on the specific needs of each business, these factors can be customized separately. Below are some of the most common methods commonly used to monitor and measure Call Center.
Random monitoring.
This is the method chosen by many managers to measure the performance of Agents. The method is often done quickly and simulates a part of the quality of Agents' work, as well as the quality of the business's customer service (The larger the random sample, the more accurate the assessment). This method only describes a part, but does not completely reflect the quality of customer service.
Target monitoring.
Target the interactions that the business wants to study. This method is often used to monitor high-value interactions (VIP customers), or interactions that are suspected to be of low quality (Decreasing the overall quality of the call center)
Overall monitoring and analysis.
Is a method of monitoring and analyzing all interactions between the call center and customers. It provides a comprehensive, accurate and in-depth view of interactions by voice and text (Voice, Email, etc.) allowing managers to easily analyze and provide solutions for the overall customer service process.
Determining factors in measurement.
What are the criteria that businesses choose to evaluate? Each business will usually have different evaluation criteria. These criteria are unified, classified, ranked, and then integrated into the system for machine learning to automatically evaluate according to pre-programmed algorithms. The evaluation factors are usually:
- Call recording.
- Sample interactive scenario.
- Interaction quality criteria.
- Calibration.
- Reporting and analysis system.
Technologies in Call Center quality management software.
Recording.
Call recording software to store all Agent voice interactions with customers.
Analysis.
Artificial intelligence-based automated analysis software replaces humans.
The analysis toolkit includes:
- Sentiment analytic (Emotional Analysis)
- Phonetics analytics (Phonetic Analysis)
- Speech-to-text analytics (Speech to text)
- Text-to-speech analytics (Text to Speech)
- Text analytics (Text Analysis)
- Desktop analytics (Analysis of Agent's working screen)
- Predictive (Forecast)
Standard database.
Data on interaction standards stored in the database can easily be used as a basis for quality assessment and analysis.
Notes when building an evaluation set for a Call Center switchboard.
- Always aligned with strategic goals: The review template needs to be considered for consistency to ensure it is consistent with the customer care strategy at all times.
- The sample evaluation method should be simple: It will be easier to assess and trace the root cause of the problem.
- Divide the sample according to its constituent elements.
- Choose the appropriate scoring method: Choose the score, rating, or sentiment rating scale that best suits your measurement goals.
- Focus on the quality of customer experience
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