Have you ever considered how a new-age quality management process can improve your call center operations? Quality management processes have evolved over time. This evolution is reflected in the improvement of quality consciousness amongst people. You would be surprised by how much has changed over the last two decades.
In business today, there is a lot of importance placed on enhancing customer experience. With the growth of social media channels, every person has become a brand ambassador and a word-of-mouth advertiser. The task becomes more challenging for brands, service providers and companies when it comes to ensuring quality of service for the customers and yet meeting their expectations on time and cost.
The traditional call monitoring process is ‘manual’ and ‘time-consuming.’
The traditional call monitoring process is ‘manual’ and ‘time-consuming.’ It involves recording calls on a tape recorder or using a call recording software and then transcribing them later. This can be an expensive and time-consuming process that requires manual labour, which is why most companies don’t do it at all.
With the introduction of new-age quality management systems, such as cloud telephony, you can now have your calls monitored automatically by analysing speech patterns and tones. In other words, you can analyse your conversations in real-time to detect issues like poor customer service skills or dissatisfied customers, who are likely to churn out of your business.
This means that you can identify these issues much faster than before and act upon them immediately. As a result, your customers will get better service from your call center agents who will be able to address their problems without having to wait for hours until someone reviews the recorded call later on.
A lot of organisations have started using this new technology because it has several benefits over the traditional monitoring process. Here are some of them:
1. It’s easy to use and gives instant feedback on your agent performance
2. It can be used across multiple channels (phone, email, chat)
3. It provides detailed analysis of agent performance and helps you identify areas where improvement is required
4. You can easily adjust your training program based on the performance data collected by the system
With the advent of Speech To Text and comprehensive automation tools, the quality management process has changed significantly over the past decade.
Today’s call center agents are trained to handle customer calls with ease, sophisticated while leveraging 360 view of customer and AI.. The main objective of these tools is to ensure that all customer queries are resolved quickly and efficiently.
Some of the most popular quality management tools include:
- Speech-to-text software – This tool records every word spoken by a customer and agent during a call so that it can be analysed later on. Quality can use this information to improve agent performance by identifying mistakes in their interactions with customers, which will help them avoid repeating them in future interactions.
- Automated virtual assistants – These are sophisticated computer programs that can help customers perform complex tasks like get an estimated delivery date, send annual statements, book flights or hotels without human intervention or supervision. They are programmed with extensive knowledge about different topics so that they can respond appropriately when asked any question related to these topics.
Comprehensive call monitoring platforms with AI capabilities are designed to analyse thousands of conversations between agents and customers in real time.
Call centers that have adopted the New-Age Quality Management Process have seen better results than their counterparts in terms of quality, efficiency and cost effectiveness. Below is how intalk.io can help up your call center quality game:
Speech to Text: intalk.io call monitoring platform uses cutting-edge speech to text technology to convert voice conversations into text. The same technology is used by Google Translate and Apple Siri, so you can be assured of superior accuracy in the data collected.
Agent & Customer Recording: All calls are recorded by default, so you don’t need to worry about collecting data from multiple sources or keeping track of what was said. You can also record individual voice of agent or /and customer if you want a more detailed analysis of how your employees interact with each other and their customers.
Auto Post-Call Analysis: intalk.io’s AI based technology automatically analyzes thousands of conversations between agents and customers in real time to detect emotion, sentiment, mood, meaning and call tone among other things (e.g., whether a customer is happy or annoyed).
Customised Evaluation Criteria: ontalk.io allows you to set customised evaluation criteria such as word count, emotion score, sentiment score etc., based on which it will provide insights into the quality of service delivered by your agents
Takeaway: The new-generation quality management process uses advanced AI technologies to evaluate agent performance, predict customer churn, and deliver personalised training to agents.
While it can be difficult to embrace change, advanced quality management processes like artificial intelligence-based ones that were discussed here will help you turn your customer data into actionable insights to improve your operations and deliver a better customer experience. Put these tips into practice and remember that new-age quality management isn’t just about collecting information; it’s about taking actionable steps to create the best customer experience possible.70