Call Quality
This white paper on Call Quality will help you to understand why call quality is an important factor in the success of running a call centre operation and, more importantly, what you can do about it – how you can measure both external customer perceptions of ‘good’ service and also assess the structure of individual calls.
The white paper acts as a tutorial for managers in how to go about developing a structured process for improving call quality. It combines the elements of ‘People’, ‘Process’ and ‘Technology’ with information on defining the ideal call structure, assessing your Agents on a regular basis, and exploiting the latest technology for reviewing call and data recordings.
There are sections on:
- why call quality is important;
- how you can measure customer perceptions of quality through techniques such as mystery shopping, customer surveys and analysis of complaints;
- how you can apply internal assessment techniques to measure a sample of calls and emails against an ideal call structure template;
- the role of Team Leaders – to act as coaches and mentors for their Agents to improve their call handling performance.
Finally we provide a Call Quality checklist that you can use to assess your current approach to managing performance across your contact centre operation.
