Call Center Management Featured Article
Call Center Management Starts with Quality Focus
Call center quality is generally the primary focus in this customer care environment, but what happens when call volume overpowers call center management efforts to achieve the optimal customer experience? With the right management tools, these challenges can be overcome to ensure priority is always placed in customer service.
A recent Monet Software blog highlighted the importance of call center quality management software. The tools included in such a suite automate the process of gathering data and evaluating the responsibilities involved in quality call center management.
As a result, those in leadership positions are better able to review the performance of their employees, adhere to the procedures corporate put in place and maintain standards in evaluation purposes.
Call center management often need to trace issues to the source to eliminate problems and improve performance. Issues can have root causes related to individual agents or overall corporate policies.
Automated software helps to identify and correct the issue, reviewing how each customer contact is handled by the agent. In this process, managers can easily cite specific areas where improvement can produce measureable results.
When an issue is traced to corporate policy, the call center software will monitor how subsequent changes will impact results. Evaluation questionnaires can be used to accurately assess trends and opportunities.
A snapshot into current performance enables decision makers to make changes on the fly that can improve overall numbers. With call center quality management software, call center management can measure results overtime, whether evaluating one agent or 100, in one center or multiple locations throughout the world.
Data captured in this platform can then be altered according to key metrics, making it easier for call center management to drill down to identified patterns that can be analyzed for quality assurance and to establish best practices in the market overall.
Over time, agents will build the knowledge to evaluate their own calls, changing their approach as needed to drive the desired outcome. This consistent improvement then frees call center management to attend to other issues and train new agents coming on board.
And, in the call center where agents significantly outnumber managers, quality management programs preserve the ratio, keeping the overall cost of the call center at a manageable level. The main purpose in any automation upgrade is to ensure the main focus is always on customer care, automating the management of high call volumes. The result should be a more streamlined operation and more customer satisfaction.
Edited by Amanda Ciccatelli