Factors that affect the quality of service in call centers

Every budget has a limit, and every expense must be worthwhile. However, in the pursuit of financial efficiency, it’s easy to overlook the quality of service, jeopardizing the customer experience. This can lead to a decrease in satisfaction and even sales.

Therefore, it’s time to take action if the quality of your customer service is declining, even if it means investing more. Ultimately, the quality of the call center plays a crucial role in customer acquisition, retention, and loyalty. That’s why call center managers need to understand the factors that influence it in order to optimize it.

This article will provide you with valuable information on how to optimize the quality of service in call centers. We will explore the importance of finding a balance between customer satisfaction, team efficiency, and organizational goals. Keep reading to discover the factors that affect the quality of service in your contact center and deliver an exceptional experience to your customers.

Factors affecting service quality in call centers

Accessibility of agents

The first key factor that affects service quality in call centers is the accessibility of agents. This is determined by various elements such as the time customers wait in the queue, the number of customers who abandon calls before speaking to an agent, the wait time after speaking to an agent, or the number of transfers the customer undergoes before finding an agent who can meet their needs. In general, a higher degree of accessibility correlates positively with higher service quality.

To improve accessibility, it is important to measure relevant metrics such as wait time and call abandonment, utilize call center software with specific features, have adequate staffing, optimize the Interactive Voice Response (IVR) system flow, and use skill-based routing. These strategies contribute to reducing customer wait time, improving communication, and increasing first-contact resolution, resulting in higher service quality.

Effectiveness of interactions

This refers to whether the customer’s issue was resolved in the first interaction or if further actions or escalations were required. This variable has a clear influence on service quality, as the more times a customer is transferred and the more follow-up actions are needed, the lower the service quality tends to be.

To improve interactions in call centers, it is crucial to provide agents with a complete view of the customer through software that offers accurate real-time data, optimize the support structure to minimize transfers, and provide access to internal resources. Additionally, reviewing and adjusting company policies to reduce unnecessary transfers and escalations is important. Strategies such as proper training, live monitoring and call recordings, and effective feedback during coaching sessions are also essential to improve service quality and customer satisfaction. Implementing these strategies will enable companies to acquire and retain customers more effectively in their call centers.

Training and hiring

The quality of your call center relies directly on the competence of its workforce. To ensure high-quality customer service, it is necessary to define the required profile for each position and carefully select suitable candidates. A single interview and resume are not enough; it is crucial to consider how an applicant’s personality and character align with your organization’s culture.

Once hired, new team members must receive proper training through a standardized process, avoiding throwing them into work situations unprepared. Additionally, providing professional development opportunities demonstrates the value placed on agents and increases their commitment and motivation. You can leverage the existing experience and knowledge within your organization, from management to the most experienced agents.

Effective feedback is essential for improving employee performance, but it should be delivered constructively, focusing on the positive aspects and growth opportunities. Using tools that enable real-time feedback can make this process more effective and less formal.

This training should be an ongoing element in your contact center, preferably through software that allows real-time training for agents to minimize interruptions.

Quality assurance

Before initiating the quality control process in a call center, it is crucial to conduct sessions to discuss and agree upon quality criteria. By calibrating and comparing interactions, areas for improvement can be identified, and clear goals can be established.

Once the quality control program is underway, it is important to hold regular meetings to monitor progress and maintain alignment in performance evaluation. This ensures that the quality of service is continuously improved and works towards excellence in the call center.

Collaboration and internal communication

To maximize employee efficiency in a call center, it is essential to establish and clearly communicate their responsibilities and goals. Personalized support from supervisors and managers, through regular feedback and clear communication, can reduce agent stress and improve performance. Transparency is key when implementing a quality control program, ensuring that employees are fully informed about evaluation criteria. Additionally, using collaboration and monitoring tools such as quality control software can facilitate performance tracking and agent development.

Work culture

Cultivating a positive work culture in a contact center is crucial, as a negative atmosphere can result in work-related stress, absenteeism, and low performance. A happy employee is 20% more productive than an unhappy one, so promoting an employee-centric work culture will result in a customer-centric environment.

Implementing flexible schedules, team-building activities, rewards for achieving targets, and an ergonomic work environment can contribute to a happier and more productive work atmosphere. A good quality control software can help motivate and inspire agents by offering a rewards system for excellent performance.

Compensation systems

Monetary compensation and performance incentives play a crucial role in attracting and retaining employees in contact centers. Competitive salaries and bonuses can keep employees engaged and motivated, reducing turnover and associated costs. Additionally, non-monetary benefits such as stock options or company-provided accommodations can have a similar positive impact. By ensuring that the compensation structure is competitive and aligned with industry standards, contact centers can avoid issues like low productivity and high absenteeism and promote a satisfying and cost-effective work environment.

Call center structure

To optimize productivity and quality in a call center, it is essential to have a well-defined structure that leverages the specific skills of agents. Assigning responsibilities based on each agent’s experience and competencies allows for more efficient and personalized service delivery. Furthermore, effective onboarding and ongoing training are crucial for maintaining high-quality standards and quickly adapting to procedures and corporate culture.

Motivating agents through recognition and rewards, as well as analyzing call recordings to improve quality, also contributes to better performance. Comparing different approaches among agents can help identify best practices for handling customer complaints or issues. Implementing technology can also automate tasks and provide basic information, allowing agents to focus on more complex matters.

Infrastructure and equipment

The comfort and suitability of the workplace in contact centers are fundamental aspects for employee productivity and satisfaction. Conducting audits and making adjustments to the comfort of the workspace can improve employee well-being.

Additionally, intrinsic factors such as corporate culture and the ability to personalize workspaces also influence agent performance and happiness. Modernizing contact centers by upgrading infrastructure and equipment enables the delivery of high-quality service, adapting to changing customer expectations and improving efficiency in interactions.

Technology that serves agents and customers

Last but not least, technology plays a crucial role in improving efficiency and service quality in a call center. The integration of relevant information through call center software enables agents to access comprehensive and accurate data, making it easier for them to understand customer needs and provide faster solutions.

Upbe is a call analysis software designed to enhance service quality in call centers. Its key capabilities include:

• Real-time tracking: Upbe allows for real-time tracking of agent statistics and feedback, fostering their engagement and motivation. This facilitates the quick identification and resolution of issues, as well as continuous improvement of agent performance.

• Statistics and analytics: The software provides real-time statistics on agent performance, customer satisfaction, and overall contact center productivity. These insights enable the identification of areas for improvement and the implementation of corrective measures to optimize customer service.

• Automation and centralized management: Upbe streamlines repetitive tasks through automation and offers centralized management of quality control data. This saves time and resources by reducing administrative burdens and ensures a more efficient quality control process.

• Learning tools: The software offers learning tools such as call recordings, allowing agents to analyze real conversations and learn from them. This helps enhance their skills and knowledge, resulting in improved service quality.

These capabilities help optimize agent performance, enhance customer satisfaction, and strengthen the reputation and success of the call center. Request a demonstration from Upbe and discover how their software can empower your call center, taking service quality to the next level!