Quality analysis tools in the telecommunications Call Center

Quality analysis tools have become fundamental pieces of customer satisfaction, providing key performance metrics and valuable feedback for continuous improvement. In a world where customer expectations fluctuate and business demands become more complex, these tools become the compass that guides organizations towards customer service excellence.

In this text, we will explore the most efficient tools and techniques for quality analysis in telecommunications call centers. We will discuss the importance of quality in customer service, how to establish an effective quality control framework, and common challenges that may arise. Our aim is to offer you a clear insight into how an effective quality control framework can be the key to improving customer experience and maintaining a positive reputation in the competitive field of telecommunications.

What is control analysis in a call center?

Quality control in call centers is an essential procedure that ensures alignment between customer interactions and the business objectives of the organization. This process is key to identifying and solving frequent customer problems, thus improving their experience and standardizing communication processes.

Quality control provides business owners with valuable information about the overall customer experience and allows for the identification of obstacles in their path, acting as an indicator of agent commitment and customer satisfaction. The core is based on the monitoring and continuous improvement of performance through periodic quality control tests, which provide a deep understanding of customer satisfaction, the effectiveness of training materials, budgetary strategies, and the efficacy of the software in use.

Thanks to QA, owners and managers can optimize various areas, from agent schedules and routing strategies to employee training and business processes. Although there are numerous methods to improve performance, the optimal strategy will always depend on the specific objectives of the company.

How is the quality of calls evaluated?

The quality of the call is typically overseen by the team leader, quality control specialist, or quality analyst of the call center.

Typically, there are two categories of data, also known as quality parameters, that are evaluated when monitoring quality control in call centers:

1. Call and customer metrics: these include average response time, handling time, customer satisfaction ratings, NPS scores, CSAT scores, productivity metrics, etc.
2. Quality control evaluation: through the assessment of samples of customer interactions in terms of resolution and professionalism, it allows to measure improvement over time and ensure a high level of customer satisfaction.

To build a framework for success for agents and customers in call centers, three types of quality control methods are used: operational, tactical, and strategic. Contact centers often combine two or more of these methods to manage quality throughout the organization. It is important to note that these frameworks are not mutually exclusive; the best call centers employ a mix of all to manage quality control at different levels of the organization.

Operational

Operational quality control is a quantitative monitoring approach that focuses on measuring everyday customer service KPIs, providing an accurate evaluation of the agent’s and call center’s performance.

This method is primarily concerned with micro-level interactions, that is, how the call center is handling its daily tasks. Through monitoring tools, data is collected daily and periodically evaluated to identify low-performing agents and check if quotas are being met.

Although useful for finding immediate short-term solutions, this approach has the disadvantage of not providing a comprehensive view, limiting its ability to identify the root causes of problems and propose long-term improvements.

Tactical

Tactical quality control in call centers focuses on observing and addressing general concerns that affect customer service, aiming to improve the overall quality of service.

This method aims to identify and address the root causes of poor performance, such as low customer satisfaction rates, potential gaps in agent training, and the efficiency of team workflows.

While implementing tactical solutions, such as restructuring and new training, may require more time and resources, these lead to long-term solutions and strengthen the team as a whole. The tactical approach, therefore, provides a more holistic view and allows for the implementation of significant changes that benefit call centers in the long term.

Strategic

Strategic quality control in call centers is aimed at ensuring the center’s alignment with overall business objectives.

This approach, led by top-level management, focuses on broad questions addressing the culture, standards, and goals of the organization, such as how customer service should be integrated into overall business objectives, how customer service strategy can be changed to improve customer loyalty and retention, and how employee retention in the contact center can be improved.

Like the tactical approach, the strategic approach seeks long-term solutions to business challenges, thus contributing to the organization’s sustained growth and success.

What tools can we use to analyze quality in the call center?

Call recording analysis

Call recording is an indispensable tool in call centers, as it allows supervisors to assess agent performance and the level of customer satisfaction.

Through advanced analyses, multiple parameters of each call can be examined, including duration, tone of the conversation, and resolution time. These recordings are not limited to calls, but can also include interactions through other channels such as chats, social media, or emails, allowing for a more comprehensive understanding of customer concerns.

The analysis of these interactions provides valuable opportunities to improve agents’ communication skills, provide more effective responses to frequent customer inquiries, and refine training and onboarding programs.

Quality audits

Audits are a common method of quality assurance in call centers, in which agents are randomly selected and their calls are listened to identify areas for improvement and highlight strengths.

On the other hand, quality management software is essential for monitoring and evaluation in call centers, as it automates tasks, collects and analyzes data, records conversations, and provides key features such as automatic call recording, voice and call analysis, omnichannel attention, performance metrics tracking, automated surveys, and customizable dashboards to organize relevant information. Additionally, it allows for implementing customizable scorecards to quickly assess agent performance and receive alerts when attention is required.

Customer satisfaction surveys

Customer satisfaction surveys are a valuable tool for assessing the quality of customer service provided by agents in call centers. These surveys can be sent after each call or carried out periodically with the aim of gathering feedback. Their main function is to identify areas for improvement for the agents, while at the same time highlighting those aspects in which they excel.

Employee performance reviews

Employee performance reviews are a crucial part of quality assurance in a call center. These reviews allow for the identification of areas for improvement and highlight strengths in call center agents. In addition, they are an excellent way to identify the training needs of agents.

In the evaluation and scoring of agents, supervisors assess calls and assign scores based on predefined criteria. This tool is fundamental for the professional development of agents and for the continuous improvement of service in the call center.

Agent monitoring software allows for the recording of agent interactions and tracking of their performance. Real-time monitoring is essential to ensure quality service and quickly address any issues that arise.

Mapping and process improvement

If you are committed to improving quality in your call center, a fundamental practice is process analysis and mapping. By thoroughly examining each stage of the processes in your call center, you will be able to identify potential challenges and opportunities for improvement.

Although process mapping may seem like a complex task, there are numerous resources available that can provide guidance and support to start this important process. By dedicating time and effort to process mapping, you are laying the groundwork for a more efficient and higher quality call center.

Artificial Intelligence and Machine Learning tools in Call Centers

Artificial intelligence and machine learning can revolutionize the operation of a call center. These technological tools allow for the analysis of large amounts of call data, detecting patterns and emerging trends, which can lead to more accurate predictions of customer behavior, better call routing, and greater customer service personalization.

Quality analysis tools, such as those provided by Upbe, are fundamental for improving customer service in telecommunication call centers. These tools provide valuable insights into agent performance and customer interactions, allowing businesses to continuously improve and remain competitive.

Upbe, for example, offers a transcription engine specially designed for the call center environment, which understands the complexity of calls, improving the quality and accuracy of transcriptions.

In a success case, we were able to optimize the quality audit processes of a client in the telecommunications sector using Upbe’s technology. Thanks to its implementation, we achieved a reduction in audit time of over 50%, which translates into significant cost savings and frees up time for higher value tasks.

AI and machine learning can be true catalysts for change in the call center industry, enabling significant improvements in efficiency and customer service quality.

Are you ready to take the call quality in your telecommunications call center to the next level? Contact us and discover how Upbe can help you optimize your processes and improve your customers’ experience.