The quality control department of a Contact Centre is essential to ensure its proper functioning and excellence of customer care. It’s job is to monitor the calls the centre receives so as to identify areas where improvements can be made, both by agents and services, to standardize the brand’s image, to improve the agents knowledge of the service…in short, to optimize user interaction.
To achieve this, in Idiso’s quality control department we rely on work and call monitoring, using all the computer tools that are presently available like CMS, Presence Supervisor… We also use Mystery Calls, that is, simulated calls from fictitious clients, in different situations, to evaluate our telephone care. IFH provides Idiso with this service and contributes an external, objective vision that complements our own evaluations.
Internal Quality Control Vs Mystery Call
Both evaluations must be aligned, otherwise there is something we are not doing right. In Idiso, the 20 monthly Mystery Calls from IFH coincide almost to the minutest detail with our 2000 monthly monitored calls.
How do you measure the quality of a call?
In Idiso, a call evaluation is made in three parts:
- Development of the call: a good greeting and farewell, knowing the procedures, good use of silences, a good introduction to the client, keeping the conversation under control, etc.
- Conversion capability: positioning of the product and its benefits, always upselling, attempting to close the sale.
- Telephone manner: a happy client is worth two clients. We assess if the agent: empathizes with the client, has a telephone smile, etc.
The assessment of the first two sections is more objective, as there are only two options, do it or don’t do it. The last is more subjective, it depends on the quality agent’s appraisal. Therefore, the same as our assessments must be aligned with IFH, the quality control agents must coordinate so their opinions are calibrated.
When faced with a difficult client, nobody is the same, neither is each individual case, so, does the quality adapt its parameters to each situation or to special situations? When assessing this type of call, though difficult, one needs to try and keep a distance and only assess the points dealt with in the call itself.
However, complex calls help us to obtain a clearer idea of the reaction capacity of the agent when faced with a very difficult situation.
When it comes to evaluating and giving the agents feedback, it is always important to keep a positive focus, always looking for improvement. Avoid looking for errors and punishment, always focus on points that have improved. In Idiso, agents receive their assessments on a monthly basis so they can see their progress. All the individual reports are included in a general report, which is what shows us the overall rating of the Contact Centre. We are now rated 8 out of 10.
Our Contact Centre receives congratulations from users on a daily bases. This year we have also received two important awards for this sector: 2 Golden CRC to the Best and Quickest Tourism Contact Centre. We are aware that when it comes to quality control it is easy to lose ground as well, here at Idiso we continually strive to keep making advances towards successes shared with our clients.