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Call quality scoring refers to the process of measuring the effectiveness of conversations between a customer service representative and a customer. Customer service calls are measured and analyzed to determine the efficacy of customer interactions and agent performance. This provides companies with customer insights that can be acted upon to improve interactions in the future.
Call response time
Average waiting times
First call resolution
Audio Quality
Customer satisfaction surveys
Call quality scoring is an essential practice to increase customer satisfaction, loyalty, retention, and customer lifetime value.
Monitoring allows companies to pinpoint the aspects of service that need to be improved upon such as response times or first-call resolution levels. Processes such as staff training, new technology integration, or refined workflows can be introduced based on the issues identified.
Below are some key benefits associated with call quality scoring and monitoring:
Call quality scoring and monitoring allows supervisors to provide accurate and actionable feedback to customer service staff. Identifying areas for improvement enables supervisors to offer constructive coaching and allocate additional training when necessary. This helps customer service representatives to develop their skills and confidence. This leads to increases in both employee and customer satisfaction.
Conversely, the monitoring of calls can help companies identify customer needs, pain points, and preferences. This deepened understanding of customer expectations and sentiments can be used to enhance the customer experience.
The data gathered through call monitoring and scoring provides actionable data and insights. These insights can be used to identify operational inefficiencies, absent service features desired by customers, and further areas for improvement. For example, if collated insights indicate suboptimal first response times. Measures can then be taken to address the issue.
Call monitoring is a critical practice for companies operating in industries with strict compliance regulations. Call supervisors can monitor conversations to ensure employee adherence with predefined procedures and protocols. This aids to safeguard sensitive customer information and mitigates the risk of non-compliance penalties.
For many industries, call quality scoring and monitoring is a common characteristic across companies. For some industries, it’s an essential practice. When conducting call quality scoring and monitoring, there are several steps which can be taken to optimise its associated benefits. Below are some best practice examples:
