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Monitoring the metrics and accordingly taking the important steps improves the efficiency of a call center.
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Introduction • The audit is one of the most dreaded words in any business. And the same is applied to call center audits. • It is because, in any typical call center, innumerable variables are involved which are keeping track of the entire happenings and maintaining a smooth record of events becomes very difficult. • You can expect a black swan scenario happening occasionally in the dynamic environment dominated by call center software. The dictionary meaning of an audit is an official inspection of the account of an organization by an independent body. However, when it comes to call centers, the whole process is invasive. • The audit of a call center covers several verticals including productivity of the overall agents, monitoring of customer experiences, service quality and finding the various sources for methodically improving the overall operations.
So, what is the aim of conducting a call center audit? It is conducted to understand what is happening in the center, how the whole technologies, processes, and information are connected as well as being independent. • For the successful evaluation of any call center, it is highly important to track down all the prerequisites and dependencies and do a root-level analysis. • Monitoring the metrics and accordingly taking the necessary steps improves the efficiency of a call center. The advent of cloud in the call center environment has enhanced the role of data. • It is important that most of the resources, irrespective of whether it is human or technical should work in unison for the better results.
Here are some important points that should be considered while carrying out a fool-proof call center audit: Make It Easy With Audit Liaison • When you want to conduct an audit for your call center, the first step should be to initiate it with audit liaison. Select a ‘go-to- person’ from your company for the auditor or the audit team. • This person will receive all the requests related to the audit and then it will be his duty to divert them to the specific person or department as per the instructions. • It is not necessary to hire this person completely. He can be an on-floor manager or any of the supervisors from your team who has a good analytical ability as well as has the managerial experience • It will certainly reduce some pressure of auditing from your shoulders. • Importantly, it will make the entire process of auditing much smoother.
Give More Importance To Right Issues • The basic purpose of conducting an audit is essentially to focus on relevant problems and business risks. Many times, both external and internal audits need meticulous time planning as well as resources for getting the right results. • And in such cases, apart from the efforts of the auditing team, your efforts are also invested. • That is why, it is highly imperative that you spend the time well so that the final report provides you with valuable insights, pinpoint areas that need consideration and factors that can boost productivity. • If at any step, you have the inkling that the audit is not going the way you want it to go or does not match the setup and vision of the organization, you must immediately discuss this issue with the auditor.
Evaluating Outbound/ Inbound Calls • For a call center, the number of outbound and inbound calls made can be a major parameter for judging how and why the customers are calling for the customer support. • It also gives you the exact figure of the number of calls made by the agents for connecting with the customers. • In general, the number of calls or the frequency of these calls can be a decisive indicator of the efficiency of any call center. • It also reflects how effectively the agents are using available resources for ensuring that best possible results are obtained.
Level Of Customer Engagement • Average handling time is also one of the important factors to be considered while auditing. • It starts when a customer calls the customer support and his conversation with the agent come into play. Here one thing is considered while evaluating the total amount of time spent by an agent in response to the call from the callers: • The amount of time spent by the agent with the customer on the call • One of the essential features of a customer support process is customer engagement. • During the conversation, the major intention of prolonging the engagement is to make the customers aware about the various feature of your product or service while offering the solution they are looking for. • During the procedure of auditing, the average handling time is studied carefully, it reveals exactly the way your agents are performing and the customers are responding.
Making the First Call Resolution Happen • The ability of your agent to answer when a customer calls for the first time decides your call center’s level of first call resolution. It means that the agent is able to provide the most accurate solution to the customer in the very first attempt. • And the first call resolution can happen only if the agent is well prepared and can give expert opinion to the customer the first time itself when the call is made. It is important that the customer should receive a plausible solution that is supported by expert ideas in the first call. • Time is valuable for everyone and the same applies to every customer who calls at the call center for customer support. • If the call center can efficiently make the first call resolution happen properly, it indicates that the call center is indeed going beyond the stipulated limits to help the customers.
Monitoring Call Drop • Call drop is a negative factor for a call center environment. Hence, it is very much important to monitor the call drop and evaluate the level of customer satisfaction during the auditing. • Over the years, the number of customers seeking support and help has increased extensively which is why there has been a huge increase in the demand for the immediate customer support services. • There can be many reasons behind the call drop. It can happen if the call routing is not being done properly or there is an issue of average handling time and so on. • Since this particular factor also reveals the way agents are handling the call and how efficient your overall customer support service is, it needs to be analyzed during the auditing.
