Strategic level Strategic quality control ensures that the call center is aligned with overall business goals and helps improve Net Promoter Score (NPS) and Customer Satisfaction Rate (CSAT). Strategic control answers questions such as: How does customer service fit into overall business goals? How should a business optimize its customer service strategy to increase customer loyalty and retention? How can you improve contact center employee retention? Like tactical control, strategic call quality control is used to find long-term solutions to problems not only of the service department, but of the entire company. one level at first, the most successful companies work on all levels of quality control simultaneously. What solutions are available for call quality control? Modern quality control software solutions not only determine which goals are not being achieved, but also why they are not being achieved.
Here are some of them: Call recording and belarus cell phone number list transcription Call recording software is a feature that records and transcribes calls automatically or on demand and saves the recordings as mp3 files in the cloud. Call recordings are used as part of the call centre's quality control strategy to ensure customer service standards are met and to assist in agent training. Speech and text analytics Speech analytics is an AI-powered tool that automatically analyzes conversations in real time. Speech analytics is used to identify frequently asked questions, monitor the overall tone of customer interactions, monitor stop words, and more. Quality of Service Management Quality Management System (QMS) is an information system that integrates all policies related to operational support, customer request accounting and other service quality assurance processes.
QMS features include templates, automatic reminders, automated quality management workflows, real-time performance reporting. Real-time call monitoring Real-time call monitoring is a feature that allows managers to listen to agent calls and provide feedback or intercept the call. Call monitoring functions typically include call listening (the supervisor listens to the operator's calls on a parallel line), call prompting (the supervisor can prompt the operator during the call without the customer hearing it), and interception (allows the supervisor to transfer the operator's call to themselves). Conclusion We looked at what call quality control is, why it is important for customer service and the entire business in general, and what levels, methods and software solutions exist for call quality control.