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Home » Posts tagged 'call centers'

Call Center QA: Effective Quality Assurance Strategies

When running a call center, it is important to pay attention to Call Center Quality Assurance (QA). Call Center QA is a process that focuses on and ensures customer service and interactions are aligned with business goals. QA is customer-centric. That is, it is concerned with understanding customer issues and concerns, improving customer experience, and improving communication. QA is typically conducted by identifying ideal customer service agent behavior. Maintaining a good schedule and interacting in a professional tone are just a few ways to achieve good customer service.

Call Center QA

It is best to look at QA as an on-going process. This way, customer service agents or representatives will be motivated to always be on their best and most efficient behavior. Representatives should be made aware that their calls, emails, and chats are being recorded. This is important because these are the most crucial areas of customer communication that affect the business.

Essential QA Strategies

There are different ways to ensure good customer service practices benefit your company. Analyzing call and customer metrics include monitoring average response times, call logs, handling times, customer ratings, etc. You can determine QA data through assessments made by team leaders.

Call Center QA Effective Quality Assurance Strategies
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Training and Motivating Your Agents

You should make call recording a significant part of the supervisory process. This way, you can review calls with customer service agents and help them identify areas to improve. Here you can also encourage and acknowledge their strengths, keeping them content and motivated to continue their good work. Additionally, knowing their calls are being recorded will give them an incentive to do a commendable job.

Appointment setters are responsible for contacting leads to generate appointments. Essentially, the company suffers if the appointment setter is unable to do their job. So, how do you make sure that appointment setters do a good job? Train them to learn the script and sound excited about the product they are offering. It is important that they are knowledgeable of the product so they can efficiently answer customer questions. Additionally, they should have the ability to listen to their customers’ doubts and queries. This way, they can make the customer feel heard and respected. Finally, they should send email confirmations with important details immediately after phone conversations.

Another way to train your agents is through evaluation. Evaluating agents will ensure they understand what is expected of them and are able to meet your standards. When assessing an agent’s interaction with a customer, using a Call Center QA Form will help you judge important elements. Here are some examples of assessment questions:

  • Did the agent greet the customer?
  • Did the agent ask questions to understand the customer’s needs?
  • Did the agent answer the customer’s questions accurately?
  • Did the agent follow protocol?
  • Did the agent display a professional, yet empathetic manner?

With questions like these, one can evaluate the agent’s strengths and weaknesses, and rectify areas that need refinement.

Utilizing Customer Feedback

Customer service feedback provides companies with a good idea of the customer’s perspective. With such feedback, companies can understand what they are doing well and which areas need improvement. To improve call center productivity, use recordings to compile data to set future goals and develop more effective approaches. Here, you can also identify frequently asked questions and develop customized messages to save time. Using an interactive voice menu can also answer questions by letting customers select a number to hear frequently asked questions. Such interactive voice responses (IVRs) can be set up by your virtual phone number provider and they are highly customizable.

You can also utilize call recordings to learn more about your customers and their preferences. For instance, how do they respond to certain questions? Why do they prefer one product over the other? What issues or concerns do they have? Are they asking for a product or service your company doesn’t offer and should you consider investing in it?

Consider Virtual Phone Numbers For Your Call Center

In conclusion, virtual call center software solutions focus on increasing productivity and reducing time spent on answering calls. Virtual numbers also make it easy to facilitate remote agents. Therefore, enabling you to host your call center from anywhere. Global Call Forwarding provides virtual phone numbers with additional features such as call recording, call transfer, IVR, customized greetings, and more. Call Global Call Forwarding 1-888-908-6171 for help with your call center QA today!

FreedomVoice vs Global Call Forwarding Business Phone Service and Pricing

Need a service that provides a VoIP phone number and a number of useful features without breaking the bank? It’s probably reassuring then, to know many different business phone services are available to choose from. FreedomVoice and Global Call Forwarding are two of the most competitive options out there. If you don’t know which company to choose for your business phone number needs, keep reading. In this article, we provide information to find out more about the best business phone deals. This way, you can confidently choose the best phone service providers on a global scale.

The Similarities Between the FreedomVoice and Global Call Forwarding

Both FreedomVoice and Global Call Forwarding offer some of the same business phone solutions. The feature we’ll focus on in this article is VoIP phone numbers. Essentially, these are phone numbers with any local area code in the nation. And, you can use them to reach specific audience bases. Plus, since they route over the internet, they don’t require you to purchase big, expensive telephone systems. Rather, they give businesses the capability of using any type of business phone system. These systems include cloud-based systems, PBX phone systems, and even mobile devices.

Both organizations can provide these numbers with easy installation. And, both organizations offer virtual phone numbers that are easy to use. However, there are some differences between these companies. And, recognizing these differences could save you and your business loads of time, money, and energy.

Comparing the Pricing of Each Business Phone Service

Companies that offer great business phone services, like Global Call Forwarding, deal with business owners who strive for success. To be successful, a business should look for ways to save money on the services they use every day. So, comparing VoIP service pricing is important. Especially if you have a business that relies on making or receiving business phone calls. When it comes to pricing for VoIP numbers, there is a difference between FreedomVoice and Global Call Forwarding.

What FreedomVoice Costs

According to their website, FreedomVoice offers three different pricing structures. The first comes with 400 minutes to use and is priced at $9.95 per month. The second is a plan that comes with 1,200 minutes and is priced at $19.95 per month. With either of these two plans, you can go over the allotted number of minutes. But, the company will charge you an extra 3.9 cents for every additional minute you use. For companies that do more phone business, there is an unlimited minute plan that costs $29.95 per individual user. However, this plan is designed for businesses who have four employees or fewer.

FreedomVoice vs Global Call Forwarding Business Phone Service and Pricing
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What Global Call Forwarding Costs

On the other hand, Global Call Forwarding also offers various pricing packages to choose from. The first starts at only $7.95 a month, which is less than what FreedomVoice offers. This means you can have a virtual phone number for your business for less than $8 a month depending on the type of service and phone number. Furthermore, you also can choose the applications, features, and phone numbers you need. This way, you only pay for what you use, rather than what your phone service provider wants you to pay. Plus, with no hidden fees and a transparent pricing structure, you always know what to expect with billing. And, you’ll never run into costly surprises, like you would with competitors.

Get a VoIP Phone Number for Business Today

Think that a VoIP phone number is what you need to take your business to the next level? Don’t regret your phone service provider decision. Go with the company that can customize a phone service to meet your exact business needs: Global Call Forwarding. When you choose us as your business phone service provider, you can take advantage of our 15-day free trial. This way, you can see if a VoIP phone number is what you need. And, do so without having to commit or even pay a single cent. Furthermore, there are no contracts. So, there is no commitment and you can cancel your plan at any time, for any reason. Finally, take advantage of the best business phone deals available by getting a discount for high volume orders. This means that if you need more than one virtual phone number, there could be even more savings in store! To get started with your VoIP phone numbers through Global Call Forwarding, reach out to us now.

Call Center KPIs: 12 Metrics to Track for Customer Success

Which call center KPIs are necessary to help you understand how your business is performing and how satisfied your customers are? The following is a list of 12 important call center metrics to consider.

Call Center Standard KPIs: Important Metrics to Track

Call center KPIs or key performance indicators are metrics to help you measure how well your business is doing and what areas need improvement. KPIs are business-specific. Therefore, it is important to select them wisely by considering the strategic interests of your business. There are four basic areas to consider:

  • Affordability and sustainability of the call center
  • Maximizing your customers’ experience
  • Improved business outcomes
  • Efficient use of your human resources

The following is a list of call center KPIs to consider for your contact center. Identify the right KPIs for your business and strive towards a better success rate.

1. Average Time in the Queue

This call center KPI represents the total time callers wait to speak to an agent divided by the total number of calls. Reducing wait times should be every business’ top priority. Customer frustration increases with increasing queue time. Additionally, this gives the impression that your business has poor customer service. And unhappy customers won’t hesitate to find a business that can cater to them faster.

2. Service Level or Response Time

Service level is the percentage of calls answered within a specified period. More specifically, it is the number of calls attended to within a specified number of seconds. Call center managers often set a service level goal such as 90/30 (i.e., 90% of the calls are answered within 30 seconds). Some consider service level one of the most important call center KPIs since it is closely related to customer service.

3. Percentage of Calls Blocked

As the name suggests, this is the percentage of incoming calls that are blocked. Or in other words, calls not connected to an agent. Either the agents were busy or the call center software could not handle the call volume. Blocked calls lead to customer dissatisfaction and possible loss of future business.

4. Average Speed of Answer

This metric measures the amount of time taken to answer a call during a certain time frame. This includes the sum of time in the queue and time spent waiting for the agent to answer their call. It does not, however, consider the time the caller spends interacting with the business’ IVR. This metric helps measure the efficiency and accessibility of the call center team.

5. Average Handle Time

This is one of the most commonly measured call center KPIs. The average handle time is calculated by adding the agents’ talk and hold time to their post-call work time and then dividing this sum by the number of calls handled by the agent. Managers trying to reduce the average handle time must be careful in their approach as customer satisfaction could be affected. There are several steps to improve the average handle time:

  • Thorough training and coaching of agents
  • Continuous monitoring of agents’ performance
  • Recording of calls
  • Streamlining agent workflow and processes
  • Optimizing call routing
  • Using a detailed and useful knowledge base
  • Utilizing an internal communication system
  • Ensuring customer information is current

6. First Call Resolution

First call resolution occurs when a customer’s query is satisfied during their initial call, and follow-up is not necessary. Research suggests that this metric has a greater positive impact on customer satisfaction than any other KPI.

7. Average Abandonment Rate

The call abandonment rate is a measure of the number of times customers hang-up or abandon calls before reaching an agent. Long wait times, confusing IVR systems, jarring hold music, etc., can lead to a high call abandonment rate. Customers gravitate to companies that are easy to reach in a timely fashion.

8. Average After Call Work Time

After a call is completed, agents complete tasks such as sending out confirmation emails, updating databases and CRMs, and contacting call center teammates. This time spent after a call is referred to as average after call work time. Oftentimes, this can take up a lot of an agent’s time and managers are constantly trying to find ways to reduce this time. Easy-to-use and efficient CRMs where all these activities can be completed through one platform can help reduce the time spent on completing these activities.

9. Customer Satisfaction

Customer satisfaction rates or a CSAT score is one of the most important call center KPIs. These scores are important to measure as they can give you insight into how customers are interacting with or enjoying your service. Good customer satisfaction rates mean that your employees are doing a good job, leaving customers happy and satisfied. Companies can measure customer satisfaction or CSAT scores through customer surveys (email, phone, in-app).

10. Occupancy Rate

Occupancy rate measures the total time agents are on calls or completing other work-related tasks divided by the total work time. In other words, this metric measures how long an agent is occupied with work. Optimizing occupancy rates is one of the top goals of any call center manager. However, this can lead to heavy workloads and overburdened employees.

11. Agent Absenteeism

Agent absenteeism is, as the name suggests, the percent of days an agent is absent from work over the total number of contracted days. This KPI can provide insights when budgeting or planning ways to optimize agent work. Human resource personnel routinely track the days lost from work for all call center employees. Effective call center operations minimize absenteeism.

12. Agent Turnover Rate

This is another important call center KPI to pay attention to. The agent turnover rate is the percentage of agents that quit their employment. This can be due to a range of factors: monotonous work, no rewards or incentives, excessive workload, and so on. Keeping employees and agents happy can lead to better CSAT scores and improve sales or profits.

Which of These Call Center KPIs Does Your Business Need?

Call center metrics can help you determine how satisfied your customers and employees are as well as how efficient your business is. Now based on your business and its requirements, identify which of these call center KPIs do you need to track. Once you make a list of necessary KPIs to measure, start tracking through helpful software, and watch your business improve!