Call center executives and QA managers are faced with challenges that demand both immediate and long-term attention to improve results for customers. A recent survey of call center managers and executives in the US and the UK, investigated both current priorities as well as major areas for improvement. The survey also tackled, staff attrition, the best channel for customer interaction, and the right metrics to use to manage the call center.
Call Center Priorities
The results were not surprising; particularly that the number one area for call center improvement is customer satisfaction. In the US, 42% stated that customer satisfaction was the top priority while 36% stated the same goal in the UK.
We agree! Customer satisfaction should always be the top goal and there is always room to improve. In any industry and especially in call centers, front line employees and how they work are typically the 2nd highest priority. Sometimes employee productivity and efficiency are considered just as important as customer satisfaction. In the US, 30% of respondents listed productivity and efficiency as a top area for improvement.
It should be noted that scorecards are only indicators of how well a center is performing in the areas of quality assurance and agent improvement. The end goal for all metrics is to improve overall customer satisfaction and the numbers are good indicators of performance in all areas.
Call Center Agent Attrition
Call center managers discovered that agent attrition is negatively affecting agency goals. And while the figures can be disconcerting, they do allow for course correction to improve agent engagement.
Using the right tools and proper scoring methods helps to improve agent engagement. Call center team leads and QA managers are in turn better able to understand the issues an agent is having and quickly identify interactions where the agent did an amazing job deserving of a perk or reward.
Which Channel Gets the Job Done?
Respondents were asked to assess which channel they would use if they had a complaint as a customer of their own organization. The survey asked managers to identify their best and most effective channels. The clear winner was the telephone.
Call Center Key Metrics
Customer satisfaction ratings are viewed as the most important metric a call center can track. Not far behind was first call resolution. The survey also found that the most effective method of measuring customer satisfaction and first-contact resolution is quality assurance and call monitoring. The survey scores provide information to help call center managers address lower performing areas to boost success for their customers and their agents.
We encourage you to read the rest of the survey to learn more and see the full results so that call center managers and QA managers gain a better understanding of what executives find important.
Quality assurance is vital to the success of any call center. It’s not only a major factor in quality scores, but a pivotal element in agent performance which ultimately leads to better productivity and, ultimately to increased customer satisfaction. It’s been discovered that larger teams are more likely to have coaches for immediate agent improvement and some operations have dedicated quality assurance teams in place for continual monitoring and support. The appropriate tools made available to these team leaders and other support members can dramatically improve agent quality and CS scores.