A company cannot successfully run without engaging a QA. A QA monitors routine work for flawless processes and to report issues. Nonetheless, to have efficient QAs, organizations should include guidelines on metrics, which in turn will give better outcomes for impeccable performances.

But why are QA metrics even required?

QA metrics are essential to have a proficient QA within an organization. Eventually, it becomes a gateway for the team’s performance alongside client satisfaction. It helps to enhance the overall customer experience by analyzing the performance of call centers. It also helps to identify corrective actions and associated plans to improve overall call center efficiency.

There are myriads of metrics practiced by call centers. Some of the most common implementations include average handle time (average time spent on call for resolution), first call resolution, customer satisfaction, net promoter score, and call average per agent.

Further, QA metrics also help to determine the output of the call center with reference to time. It does not only limit the number of unresolved calls but also tracks down customer sentiments. Thus, it emerges as one of the vital factors to excel the growth within the industry.  

QA Metrics for Call Centers-

Let’s face it, the overall concept behind implementing any process within an organization is to have happy customers. No one would deny this fact.

In today’s era, it is crucial to observe the Voice of Customer (VOC) apart from all other metrics. Call centers cannot ignore how their customer feels while interacting with the agent. An agent may resolve the issue within the first call, but this does not guarantee the customer’s happiness. This will have a direct impact on their client’s satisfaction report.

QA metrics also guide where agents need to improve or focus to get more satisfied customers. Call centers should focus on aspects such as rate of speech, power words, and behavior on calls. These points help to reveal how the customer experience was with the agents. Undoubtedly, these become the required assessment of agents to understand customers.

With that being mentioned, it is also very difficult to know customer experience. The following points can be monitored to improve quality assurance:

• Displaying Empathy – A customer connects to a call center for issues related to their product or services. Agents must understand the issues properly and possess empathy. This will leave a positive impression on the customer.
• Customer Engagement – Agents can engage customers with small talk, creating a healthy working banter. This will make customers a part of the process, which will build trust.
• Help Beyond the Issue – Agents should encourage the customer to disclose information for any issue. This proactive approach will leave a positive impression on customers about the company and will help to build a strong brand value and NPS.
• Follow the Guidelines – The agent must obey guidelines governed by the company which will create a secure environment for clients and helps to develop trust.

All these processes require a user-friendly system, which can cater to several reports and tools to get insights on various metrics. Platforms like QEval provide the environment for the clients to engage their QA process with efficiency.

Closing Thoughts-

The importance of QA metrics is not only to add value to the client through a positive customer experience but to also build a dynamic and sustainable growth path based on mutual trust between the call center and client.