{"id":8681,"date":"2020-05-08T04:27:44","date_gmt":"2020-05-08T04:27:44","guid":{"rendered":"https:\/\/www.therealpbx.com\/blog\/?p=8681"},"modified":"2020-05-08T04:27:46","modified_gmt":"2020-05-08T04:27:46","slug":"manage-contact-center-quality","status":"publish","type":"post","link":"https:\/\/therealpbx.com\/blog\/manage-contact-center-quality\/","title":{"rendered":"5 Reasons Why You Need To Manage Contact Center Quality?"},"content":{"rendered":"\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"720\" height=\"412\" src=\"https:\/\/www.therealpbx.com\/blog\/wp-content\/uploads\/2020\/05\/contact-center-management-quality.jpg\" alt=\"why contact center quality management is important\" class=\"wp-image-8939\" srcset=\"https:\/\/therealpbx.com\/blog\/wp-content\/uploads\/2020\/05\/contact-center-management-quality.jpg 720w, https:\/\/therealpbx.com\/blog\/wp-content\/uploads\/2020\/05\/contact-center-management-quality-300x172.jpg 300w, https:\/\/therealpbx.com\/blog\/wp-content\/uploads\/2020\/05\/contact-center-management-quality-600x343.jpg 600w, https:\/\/therealpbx.com\/blog\/wp-content\/uploads\/2020\/05\/contact-center-management-quality-200x114.jpg 200w, https:\/\/therealpbx.com\/blog\/wp-content\/uploads\/2020\/05\/contact-center-management-quality-705x403.jpg 705w\" sizes=\"auto, (max-width: 720px) 100vw, 720px\" \/><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">Exceptional customer service is a must\nfor a business to succeed and build a brand image. Customers expect\norganizations to resolve their queries as soon as possible. If you fail to\nprovide delightful customer experience it can affect the credibility and\nreputation of your business. Moreover, in this era of social media, any bad\nword of mouth spreads like a fire in a forest. Hence, you should seriously work\nto ensure the quality assurance or quality management of your contact center\noperations.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">It is the sole responsibility of\nbusiness owners and managers to ensure a quality assurance process to monitor\ntheir customer support operations constantly. A smooth workflow ensures that\nyour agents can deliver positive customer experience service.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As we live in a world of technology, businesses can incorporate <a href=\"https:\/\/www.therealpbx.com\/call-center-solutions.html\">cloud-based contact center solutions<\/a> to streamline communication processes and ensure quality management via various tools such as live call monitoring, call barging, IVR, etc. It also gives you the tools to effectively measure and monitor <a href=\"https:\/\/www.therealpbx.com\/blog\/call-center-metrics-guide\/\">key contact center metrics<\/a> to determine the agents\u2019 productivity.&nbsp; <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">According to a&nbsp;<a href=\"https:\/\/www.customerzone360.com\/news\/2018\/04\/19\/8739050.htm\">study<\/a>, the global cloud-based contact center will rise\/increase from USD 6.8 Million in 2017 to USD 93 Billion by 2022.&nbsp; <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Agents are not identical, and the same agent can perform at various levels on different days. With an effective quality management program or solution, you can ensure that agents are answering most customer calls within service levels.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Why Is Contact Center Quality Management Important?&nbsp;<\/h2>\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">1. Improved customer experience&nbsp;<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">As mentioned earlier, with a quality management program, you can take your customer service game to the next level. The next question is in what ways a contact center quality management can improve <a href=\"https:\/\/www.therealpbx.com\/blog\/best-customer-service-quotes\/\">customer service<\/a> experience?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Here are some of the solutions that\nyou can put in place:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Imagine the queries of your customers are resolved on their first call itself.<\/strong>&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">With an efficient contact center\nmanagement solution, you can train your agents and help them to resolve\ncustomer queries on their first call. Thus, saving your customers to call your\nbusiness repeatedly and not making the customer support a negative experience\nfor them.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>What if you could reduce their hold time?<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">It is a universal truth that no\ncustomer will like listening to the dull old ringing sound when they want\nsomething to get it done as soon as possible. If your contact center receives\nmany inbound calls, then it is likely that some of your customers will have to\nstay on the hold line to wait for their turn.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Formulate strategies to reduce the\naverage hold time per customer. There are various methods by which contact\ncenter managers or quality assurance team can keep the hold time as minimum as\npossible by:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><a href=\"https:\/\/www.therealpbx.com\/blog\/music-on-hold-improves-customer-experience\/\">Using custom music on hold<\/a>.<\/li><li>Notifying agents about the active calls in the queue so that they can quickly wrap up their current calls to pick the calls of customers in line. <\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Connecting customers with the right people at the right time<\/strong>.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Allowing customers to interact with the right team members is critical in fast query resolution. For this, you can <a href=\"https:\/\/www.therealpbx.com\/blog\/ivr-best-practices\/\">use IVR<\/a> for your contact center. With IVR, you can set up intelligent call routing and easily connect customers to various departments in your organization based on their needs.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Another tool for this purpose is Call\nTransfer. Agents should be able to transfer the customer&#8217;s call quickly to the\nright person.&nbsp;<\/p>\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">&nbsp;2. Longer customer retention periods&nbsp;<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">As a contact center manager, you\nshould strive to improve customer retention. From the tool explained above,\ncustom music on hold is one of the best ways to engage your customers. You can\nchoose to play a promotional offer or informational message related to your\nproducts and services.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">When customers hear the custom hold\nmusic, they get the perception that your business is not wasting their time,\nand one of the agents will soon pick up their call to resolve their\nquery.&nbsp;<\/p>\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">&nbsp;3. Positive work environment for your employees&nbsp;<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Along with customer experience, how\nyour employees or agents feel about the work environment also matters. Agents\nwill thrive in a positive working environment, and when you implement the right\ntype of solutions to streamline their work process, their productivity increases.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Cloud-based contact center solutions\nsupport integration with various business apps such as CRM, sales enablement\ntools, etc., which allows them to be on the same page while offering customer\nsupport services.&nbsp;<\/p>\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">4. Better agent training program\u00a0\u00a0<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A better contact center quality\nmanagement program ensures better training programs for your agents. Most\ncloud-based contact center software gives you the option to save call\nrecordings, which you can listen from anywhere.&nbsp;&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As a contact center manager, you can\nanalyze these call recordings and find the potential loopholes that are leaving\nyour customers dissatisfied. Make notes of the most common problems and train\nyour agents to solve those queries in a short period.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In addition to that, as a contact\ncenter quality assurance head, you can train agents on how to handle customers\nwith little patience and what not to speak while dealing with them.&nbsp;<\/p>\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">5. Measure agents\u2019 performance&nbsp;<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Measuring the performance of your\nagents is a crucial aspect of ensuring that your contact center operations are\nrunning smoothly and efficiently. A quality contact center management program\nhelps you in identifying your most productive and least productive agents so\nthat you can first train the agents who are finding it difficult to handle or\nresolve customer queries.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Another essential feature of hosted\ncontact center solutions is that most providers offer to report software to\nmeasure critical metrics such as average handling time, transfer rate, calls\nanswered within service levels, etc.&nbsp;<\/p>\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">&nbsp;Final Thoughts:<strong>&nbsp;<\/strong>&nbsp;<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">In this article, you read about 5\npoints which emphasize on the fact why contact center quality management is\nessential for your business. From improving customer satisfaction to designing\na better agent training program, you should keep a quality assurance check in\nyour contact center to keep the business running smoothly and avoid loss in\nrevenue due to customer dissatisfaction.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Connect with our contact center\nsolutions expert team to get answers to your queries and understand how\ncloud-based contact center solutions can help your business to scale.&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Exceptional customer service is a must for a business to succeed and build a brand image. Customers expect organizations to resolve their queries as soon as possible. If you fail to provide delightful customer experience it can affect the credibility and reputation of your business. Moreover, in this era of social media, any bad word [&hellip;]<\/p>\n","protected":false},"author":62,"featured_media":8942,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[203],"tags":[],"class_list":["post-8681","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-call-center-solutions"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>5 Reasons Why You Need To Manage Contact Center Quality?<\/title>\n<meta name=\"description\" content=\"Here you will find 5 reasons why you should ensure quality assurance or quality management of your contact center operations. 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