How to Improve Call Quality in Call Centers?

Posted by Mike Hussain on January 22nd, 2021

Call quality not only means crystal clear voice. In a call center, it also means how a customer is handled and what kind of experience is delivered to the customer. Good call quality implies that the customer received a professional, polite, and to-the-point response throughout the call or in any other mode of communication if a call center uses an omnichannel call center solution. As one would sense, good call quality is necessary for a call center as it helps in improving customer experience and retain customers. There are many more advantages of improving and maintaining good call quality in the call center.

In this article, I will share the top 4 tips to maintain good call quality in a call center by taking advantage of call center solution features.

1. Train agents to focus on customer experience and not on KPIs

KPIs (Key Performance Indicators) are becoming overrated in many call centers. Of course, focusing on major KPIs is necessary to improve results. However, focusing only on customer experience and putting everything else in the backseat is not a good practice. Therefore, train your agents to focus on customer experience more than KPIs. This will contribute to improving call quality, too.

2. Provide the right call script

Agents in a call center mostly rely on the script given to them. Therefore, the best call center software provides a customizable call script option. By providing the right script with professional language, you can ensure that agents do not need to juggle here and there for information or feel lost when a customer asks something unusual. Therefore, it becomes necessary to provide the right and easy to scan call script to the agents.

3. Encourage agents to use call center software features

Call quality in a call center is the experience delivered to the customers during the call. So, it is not only about crystal clear voice and correct usage of words by the agents, but it is also about many relevant things such as the ways call was conducted. For example, customer calls should be muted or put on hold while the agent scans database or CRM to provide the requested answer. It is just an example. There are multiple best practices agents need to follow, for which a call center solution can be used.

 4. Keep monitoring calls

Even if agents are furnished with the best call center solution with unified communication channels or even if they are well trained, they have to be watched. All calls need to be monitored. Of course, supervisors cannot listen to each ongoing call, but keeping eyes on real-time statistics in the call center software is easy and beneficial. Spending time in barge-in to ongoing calls and listening to call recording can help supervisors to train agents even further to improve call quality even more. For this, a call center solution will offer many supervisory features.

Conclusion

To enjoy a larger clientele, a call center has to retain customers. It is possible only if a call center shifts its focus on call quality to improve customer experience and satisfaction.

Author Bio

Author works in a company that offers a call center solution, hosted call center solution, cloud call center software, VICIDial customization, call center CRM integration, call center WhatsApp integration, and many other call center solutions and related services.