What are the quality assurance metrics to use for your team
Whether you’re running your own call center team or have an outsourced one, monitoring and maintaining the quality of your customer service is crucial. If you don’t know where to start, this article shows how QA metrics can improve your call center and what metrics you should use.
How QA metrics improve your call center
Measuring quality assurance can improve your customer service drastically. It also helps you keep your customers satisfied and loyal to your business by keeping your overall processes on hand. Aside from these, QA metrics can help you:
- Improve the customer experience. Through these metrics, you will have an insight into how you can improve the efficiency of your services.
- Identify training needs. One of the ways to improve your call center is by constantly training your agents. These metrics help you identify the training you should provide and how it should be delivered.
- Improve processes. Improving your customer service does not just satisfy your customers. It also helps you satisfy your employees by making your processes easier.
- Save on costs. Lastly, measuring quality assurance reduces your operational and lead generation costs through improving efficiency in your processes and customer experience.
When measuring quality assurance, you should zoom in on the crucial aspects of your call center operation. Here are some metrics you can use for your team.
Average handling time (AHT)
AHT refers to the average time needed in successfully settling a call. Handling a call in the shortest time possible does not always equate to efficient call handling. With this, businesses should depend their AHT on the complexity of the issues they handle.
First call resolution (FCR)
FCR, meanwhile, determines how many customer concerns are resolved in their first call. A good and efficient call center team delivers the highest efficiency in first call resolution. This is why businesses should aim in reaching a possibly high score in this metric.
Your agent’s productivity affects the satisfaction of your customers. Because of this, you have to monitor them and make sure that they give the highest possible efficiency for every call they handle. You wouldn’t want to lose your customers due to your agent’s lack of efficiency, don’t you?
One of the indicators of your customer experience is the attitude of the agent handling their concerns. You have to check how the agent approaches a customer, whether they are smiling, they accommodate each client warmly, or how appropriate their gestures are towards a client.
Net promoter score (NPS)
NPS mostly sums up how likely your customers will recommend you to their colleagues. This is why NPS should be the center of your quality assurance. This metric helps you determine how strong your customer relationship and loyalty are, that they are willing to recommend your business.
Customer effort and input (CES)
Lastly, CES measures how much effort your customers have to put in resolving their concerns. An efficient agent usually takes over the call and does most of the work in order to resolve a client’s concern. Through this metric, you can determine if a customer doesn’t have to repeat their information, repeat their concerns, or even call back to resolve their longtime issues.
Strengthening your call center quality assurance
- First, formulate the right QA framework
- Then, develop training programs for call center teams
- Encourage them to change or improve their ways each day
- Lastly, use external benchmarking to develop call center QA guidelines