Call centers play a crucial role in the online education experience, providing support and assistance to students.
But how can we ensure that the calls to these centers are of high quality and truly contribute to the success of online learning? In this post, we will explore how to evaluate call quality in an online education call center.
Understanding Call Quality
Call quality in an online education call center encompasses more than just a good connection and audibility. It includes the agent’s knowledge, their ability to resolve technical or educational issues, response time, courtesy, and overall student satisfaction.
Call scoring is a way to improve agent performance and address customer frustrations. It evaluates call data against defined performance standards. Call scoring can be used for analyzing both live and recorded calls. It enhances agent call performance by providing them with a standard to strive for.
Call scoring also provides agents with specific feedback on what is working and what is not every time they interact with customers. When agents see their own call scoring evaluation forms, it motivates them to improve. Additionally, call scoring helps the entire contact center respond better to customers and identify areas for improvement in procedures.
Strategies for Evaluating Call Quality
There are several strategies you can use to evaluate the quality of calls in your call center, such as:
Call Recording and Analysis
Call recordings provide valuable insights for evaluating agent performance and customer satisfaction. By monitoring these calls, you can effectively assess quality control in a customer service center. Analyzing the conversations allows you to identify agents’ strengths and weaknesses, evaluate their tone and approach, and diagnose and resolve issues efficiently. Based on these findings, you can implement customized training programs to improve specific skills that require attention.
Customer Satisfaction Surveys
Surveys are highly useful for evaluating the students’ experience on each call. By soliciting their feedback, you gain a clear understanding of the call center’s performance and brand perception. Surveys provide relevant information about customer satisfaction, identifying opportunities for improvement and enabling you to take actions to deliver exceptional service.
Key Performance Indicators (KPIs)
KPIs, such as response time, first-call resolution, and abandonment rate, are objective measures for evaluating call quality in an online customer service center. These metrics are crucial for monitoring and improving the center’s performance, and they should be complemented by considerations of employee satisfaction, technological innovations, and industry learnings.
Challenges in Evaluating Call Quality
Evaluating the quality of phone interactions can present certain challenges, including:
- Insufficiently Representative Sample Selection: Many contact centers face the challenge of selecting a sample of interactions that is representative for evaluation. Manual and random call selection can be limited and biased, preventing a comprehensive view of agent performance.
- Inaccurate Transcriptions: Transcriptions that contain incomplete or misinterpreted words can distort the original dialogue, making it difficult to understand the content of the conversation and its context. While certain keywords may be identified, these transcriptions do not provide a clear picture of what is going well or poorly in the customer experience.
- Tone of Voice: Tone can indicate the emotion present in the conversation, but it does not provide contextual information or specific details. Therefore, it is essential to complement tone analysis with other tools and metrics to gain a deeper understanding of the customer experience.
- False Positives and Negatives: False positives and negatives, which involve incorrect interpretations when identifying keywords, can significantly impact the final results. These errors require additional methods for identification and correction.
Additionally, it is important to consider direct feedback from students and customer satisfaction surveys as a complement to call analysis. This allows for a more comprehensive picture of service quality.
How Do We Improve Call Quality in the Online Education Sector?
Improving call quality in the online education sector is not a one-time event, but an ongoing process. It is essential to regularly monitor and analyze the results to identify areas for improvement. Additionally, investing in continuous training for agents and updating the technologies used are crucial.
To address the challenges in evaluating call quality in an online education call center, it is essential to employ an automated voice analysis system that records and monitors all interactions. This provides a comprehensive and objective view of call quality, freeing sales staff from laborious tasks and ensuring data-driven decision-making.
The adoption of AI-powered call analysis technology, such as that offered by Upbe, optimizes transcriptions by filling gaps in phonetic transcriptions and enabling a deeper understanding of conversation issues. Furthermore, leveraging context to generate valuable insights into the student’s emotional state and the effectiveness of support agents is crucial. The use of machine learning-based categories facilitates more accurate grouping and analysis of statements. These AI-powered solutions enable more precise evaluation and provide valuable insights for strategic decision-making in the education field, as we will see below.
Success Story: Optimization of the Admissions Department in an Online Education Center with Upbe
One of our prominent clients in the Latin American online education sector has greatly benefited from the implementation of Upbe in their call center processes, particularly in their admissions department.
Together with them, we established several specific goals to improve the effectiveness and efficiency of their operations:
- Identify best practices for detecting customer motivation to enroll in educational services.
- Improve the ratio of calls where customers are informed about call recording, in compliance with privacy and data protection regulations.
- Identify agents or advisors who properly follow the sales process, in order to recognize their performance and use their methods as models for the rest of the team.
Upbe’s Artificial Intelligence played a key role in this process. With its ability to analyze large amounts of data, we were able to verify whether the sales representatives followed the established process, identifying the most optimal practices and scaling them to the rest of the team.
Thanks to powerful call analysis tools like Upbe, it is possible to automate quality analysis, identify inadequate practices, improve quality and compliance processes, scale best sales practices, and provide greater supervision for sales and admissions teams. This leads to more effective training based on best sales practices and, ultimately, increased sales.
If you’re looking for a solution that allows you to better understand what happens during your calls and how your team is handling or selling, look no further. We have experience with clients in your sector and we know how we can help you. Contact us today to start improving your customer service processes!
The quality of a call center is measured using a combination of quantitative and qualitative indicators, such as average response time, customer satisfaction, and problem-solving effectiveness. In addition, voice analysis technologies are used to record and analyze all calls, providing a comprehensive view of the quality of interactions. This includes high-quality transcription, analysis of tone and context of conversations, and monitoring of agent performance through call auditing, identifying areas for improvement and best practices to optimize agent effectiveness. call center.
In a call center, the evaluation of a telephone call covers several factors, such as the clarity of the agent’s communication, his adherence to the script, the quality of the transcriptions obtained through voice recognition technologies, the tone and behavior of the agent. , their ability to solve problems and customer satisfaction, which can be measured through post-call surveys.
Key KPIs in a call center include Average Call Handling Time, Call Abandonment Rate, Average Wait Time, First Call Resolution, and Customer Satisfaction. These metrics are used to assess factors such as agent time spent on calls, customer patience, query resolution efficiency, and overall customer satisfaction.
Quality in a call center works through a combination of processes and analysis techniques that seek to optimize the customer experience and agent efficiency. Call analytics is critical, which involves recording and monitoring all calls, often using an automated voice analytics system to efficiently classify and filter conversations. In the end, quality in a call center is measured through various KPIs, such as call abandonment rate, average call handling time, first call resolution rate, and customer satisfaction.
