Call quality control is an assessment of the work of a manager on the phone. This is how companies identify errors in communication with clients, see the strengths and weaknesses of employees, determine the need for training, etc. Today we will tell you which IP telephony services allow you to automatically control the quality of calls in a company.
- When is call quality control needed?
- Methods and tools for call quality control
What tone does an employee use when speaking to a client, what does he offer, how does he respond to a subscriber’s objection, does he comply with the sales script and telephone service standards – you can find answers to these and many other questions if you constantly monitor the sales and marketing department, customer service and technical support.
When is call quality control needed?
As a rule, call monitoring is necessary to evaluate the quality of employees’ work according to criteria important to the company: the number of accepted and missed customer requests, the time it takes to answer a call, the number of complaints and repeat calls, the duration of a telephone conversation, etc. There are cases when assessing the quality of calls helps solve additional business problems:
- Increased sales and customer loyalty. By monitoring the quality of calls, you can improve your scripts. Well-thought-out and written prompts can increase the likelihood of a sale by 70-80% and increase customer trust. This way, you can find answers to complex questions, work through customer objections, identify phrases that lead to a deal or its failure, etc.
- Training of company employees. Call quality control also allows you to pull up lagging managers, retain the experience of the best specialists and simplify the training of young employees. The manager does not need to explain the sales process from scratch, managers have visual examples to familiarize themselves with and compare with their results.
Call quality control is indispensable if a company introduces a new product or service to the market, changes sales scripts, launches promotions and special offers, and resolves conflict situations with clients.
Methods and tools for call quality control
Now let’s look at the key methods of call quality control and the corresponding IP telephony services that help in each specific situation:
- Call statistics analysis. This information is available in the call log in the user’s personal account for IP telephony. Here you can see the number of calls, the time clients wait on the line, the duration of the call, etc. The information is presented both for each individual employee and for a group of employees, for example, the sales department.
More visual information on the statistics of calls in real time is provided by the call monitoring service . In this case, data on incoming and outgoing, received and missed calls is simultaneously visible on the timelines, the free time of employees is also recorded and there is information on current conversations with clients.
Telfin experts recommend paying special attention india phone number list to short and long calls for their compliance with scripts and telephone service standards. It would not be superfluous to evaluate the call conversion – the ratio of the total number of clients to the number of requests. If the conversion is low, look for errors in the specialist’s work or in the scripts .
- Listening to conversation recordings . This is the simplest and most common way to monitor the quality of managers’ calls. If the company does not yet have an automated system for analyzing call recordings, and the manager listens to audio messages himself, then this method is also the most labor-intensive.
In this case, you need to prepare a checklist in advance for analyzing call recordings, divide calls by topics of requests: first call to the company, follow-up consultation, client refusal, controversial situation, etc. Tags that employees can put at the end of or directly during the call, as well as short summaries of client requests for each call will definitely help you with this.
With the help of the speech analytics service , you can completely eliminate the process of listening to calls and automate their analysis. Dialogues best practices to increase customer satisfaction with transactional sms are searched for by the necessary phrases: employee incompetence, customer dissatisfaction, bugs, etc. Calls are deciphered through 2 channels: the speech of the client and the employee, so you can easily evaluate the work of each specialist.
- Assessing the quality of service after a call. Another option to assess the quality of calls is to offer clients to do it themselves immediately after a telephone conversation. Automatic assessment of call quality is carried out on a 3- or 5-point system. Statistics on call assessment can be displayed for different time periods and for departments or specific employees.
If the client is not ready to evaluate the quality of service immediately after the call, you can connect active outgoing calls and communicate cz lists with the client by voice, conduct a questionnaire or survey. You can also entrust the virtual assistant with receiving feedback, he will not only ask questions, but also record audio messages with the client’s answers.
The manager can review the ratings at any time and make the appropriate decision. As practice shows, clients often give the highest or lowest ratings. Therefore, in order to increase the objectivity of the quality of employee performance assessment, this method of call control should be used with other tools.
