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Call Quality: What Is It & How Do You Monitor It?

call quality
Max Tomaszewski

Max Tomaszewski

Marketing Coordinator

Voice communication is a crucial aspect of many businesses, and call quality is a key factor in determining the effectiveness of these communications. But what exactly is call quality and how can it be monitored?

Well, in this blog post, we’ll explore the different aspects of call quality and the various tools that can be used to measure it. We will discuss factors such as call clarity, audio levels, and background noise, as well as the impact that network and device performance can have on call quality. We will also review the different methods for monitoring call quality, including manual testing, automated testing, and real-time monitoring. By understanding what call quality is and how it can be measured, businesses can take steps to improve the overall quality of their voice communications and provide a better experience for their customers and employees. Let’s take a look…

What Is Call Quality?

Call handling in business refers to the process of managing and responding to incoming telephone calls. It’s looking at HOW your business handles its telephone communications and how effectively an individual might deal with customer interactions via telecommunications.

Effective call handling is crucial for providing excellent customer service and maintaining a professional image for the business. Businesses often have dedicated call centers or customer service teams to manage call handling and may use specialized software or systems to help streamline and optimize the process. In addition, call handling may include time management and a Customer Relationship management system as well. When done well, it can help to reduce call wait times and improve the overall customer experience.

Monitoring Your Call Quality

A business can monitor its staff’s call quality abilities by using a variety of techniques and tools. One popular method is to conduct regular call monitoring, where supervisors listen in on live calls or recordings of calls made by employees. This can provide valuable insights into how employees interact with customers and identify areas for improvement. Additionally, businesses can also use call center analytics software to track metrics such as average call length, call abandonment rate, and customer satisfaction scores. These metrics can provide a more quantitative measure of call handling performance. In addition to that, surveying the customers after the call and getting their feedback also provides an excellent way to evaluate the staff’s call quality abilities. By monitoring and assessing call handling performance, businesses can identify training opportunities and help improve the overall customer experience.

Is It Important To Monitor My Business Calls? 

It’s important for businesses to monitor and review their team’s call quality abilities for several reasons. Firstly, it allows them to identify and address any issues or problems that may be impacting customer satisfaction. For example, if a high percentage of customers are hanging up before their call is answered, it may indicate that there are issues with call wait times.

Secondly, monitoring call handling performance helps businesses identify training needs and opportunities. By reviewing call recordings or analytics, supervisors can identify areas where employees need additional training or support.

Lastly, it can help to improve the overall efficiency and effectiveness of the call center or customer service team. By regularly reviewing and analyzing call handling metrics, businesses can identify patterns and trends, and make changes or adjustments as needed to improve performance. Overall, monitoring and reviewing call quality abilities helps businesses to identify and address problems, improve the overall customer experience, and optimize the performance of their team.

Hire A Person Or Team To Monitor Your Call Quality (Q&A Team)

Hiring a dedicated person or team to monitor your call quality is an effective way to ensure that your business is providing excellent customer service over the phone. A Quality Assurance (QA) team can listen to calls, provide feedback to reps, and identify areas for improvement. This dedicated team should have the necessary skills and experience to effectively evaluate calls and provide constructive feedback to reps.

For example, imagine a QA team monitoring calls for a retail company. They may notice that many customers are having trouble navigating the company’s website, which may indicate a need for better website design or employee training. The QA team could also monitor how reps handle customer complaints, looking for patterns that could be addressed through additional training or process changes.

Additionally, the QA team could be responsible for implementing quality control measures, such as monitoring compliance with company policies, tracking customer complaints, and measuring customer satisfaction levels.

A QA team can help to identify problem areas before they become major issues, by monitoring calls, the team can identify patterns, trends and common issues which can be addressed by management and the team members. The team can also ensure that the customer’s experience is consistent across all calls, which is essential for maintaining customer loyalty.

In summary, a QA team is an important investment for any business that wants to improve its call-handling abilities. The team provides valuable feedback, helps to identify problem areas, and can be instrumental in implementing improvements.

Develop Your Process

Developing a clear and efficient process for handling calls can make a big difference in the level of customer service your business provides. This process should include guidelines for reps on how to handle different types of calls, what information to gather, and how to resolve issues. This process should also be easy to understand and follow for reps, this way they can focus on providing excellent customer service rather than trying to navigate a complicated process.

For example, imagine a call center for a tech company. The process for handling calls might include a script for reps to follow when answering calls, as well as a troubleshooting guide for common customer complaints. In this example, the script would be designed to gather all the necessary information from the customer and the troubleshooting guide would provide a step-by-step guide to resolving common issues. This process should also include a clear escalation process so that when the rep cannot solve the customer’s problem, the call can be escalated to a higher level of support.

Additionally, a well-developed process should also include a system for tracking customer interactions, this allows management to measure the performance of each rep, identify areas for improvement and ensure that the customer’s problem is solved in a timely manner.

An effective process should also be flexible enough to adapt to the changing needs of the business, it should be regularly reviewed and updated to ensure that it’s still relevant and effective. for instance, with the adoption of new technologies or changes in the business operations such as new products/services.

In summary, a well-developed process is essential for ensuring that your business provides excellent customer service over the phone. A clear, efficient and easy-to-follow process helps reps to provide effective service, while also ensuring that the business is gathering all the necessary information to solve customer problems and track performance. A process that’s regularly reviewed and updated helps the business to continuously improve the customer service experience.

Recognise Success

Recognizing success is an important part of any call quality process. It helps motivate reps to provide high-quality service, and it allows management to identify best practices that can be shared with the entire team. This can take the form of rewards, bonuses, or simply verbal recognition, but it’s important to make sure that it’s consistent and fair, and that it’s based on measurable and objective performance criteria.

For example, imagine a call center for a tech company. An agent who has a high customer satisfaction rating and low call handle time could be recognized for their ability to effectively troubleshoot problems and provide clear instructions to customers. Additionally, recognizing the success of top-performing reps can also help to motivate other reps to improve their performance, this way, the team’s overall performance will improve.

Additionally, recognizing success can also be a way for management to show that they value and appreciate their reps’ efforts, this helps to create a positive work environment, and improve employee engagement and retention.

Recognizing success is not only about rewarding the best reps but also recognizing the efforts of the whole team. it can be done by celebrating the collective successes and achievements of the team, this way, all reps feel valued and part of the success of the call center.

In summary, recognizing success is an important part of any call quality process. It helps to motivate reps and allows management to identify best practices that can be shared with the entire team.

Save Calls For Future Examples

Saving calls for future examples is a valuable tool for both training and quality assurance. Also, when reps know that their calls may be used for training or review, they are more likely to provide and maintain high-quality service. Recording calls also allows a Quality Assurance (QA) team to listen to calls in order to identify areas for improvement. This can also be used as a tool for coaching and providing feedback to reps, it allows the QA team or management to listen to real-life examples of how the reps handle different types of calls.

Saving calls also allows for the proper tracking of customer interactions, this way, management can identify patterns and trends and use this information to improve the overall call quality process. It also provides a way to track customer feedback, which can be used to improve products and services offered by the business.

Furthermore, saving calls can also be used as a tool for compliance and regulatory purposes, it allows the business to ensure that they’re following industry standards and regulations. This is especially important for finance, healthcare, and insurance industries subject to strict regulations.

In summary, saving calls for future examples is a valuable tool for both training and quality assurance. It allows reps to provide high-quality service, and it allows a QA team or management to identify areas for improvement. It also provides a way to track customer interactions, customer feedback and compliance with industry standards and regulations. This can help to improve the overall call quality process and ensure that the business is providing excellent customer service.

Work To Improve The Process, Not Just The Reps

Working to improve the process, not just the reps, is key to improving your business’s call quality abilities. While it’s important to identify and correct individual mistakes, it’s also important to take a step back and consider the bigger picture. This means identifying and addressing underlying issues that may be causing the problems, whether it’s a technical issue, lack of proper training, or process-related problems.

For example, imagine a call center for a retail company. If a large number of calls are being dropped, it’s not enough to simply correct the reps’ behaviour. It’s also necessary to investigate the root cause of the problem, whether it’s a technical issue with the phone system or a lack of proper training on how to handle call transfers. By identifying the root cause, the company can implement changes that will prevent similar problems from occurring in the future.

Additionally, Improving the process also means that the business should be continuously looking for ways to improve and optimize the call handling process, this includes looking for new technologies, tools or methods that can help to improve the overall customer service experience.

Furthermore, improving the process can also mean involving the reps in the process, by getting their feedback and input, they can provide valuable insights into what is working and what is not. They can also contribute to finding solutions to issues that are impacting the call-handling process.

In summary, working to improve the process, not just the reps, is key to improving your business’s call-handling abilities. By identifying and addressing underlying issues, the business can implement changes that will prevent similar problems from occurring in the future. It also involves continuously looking for ways to improve and optimize the process, involving the reps in the process and finding new technologies, tools or methods that can help to improve the overall customer service experience.

Conclusion

In conclusion, monitoring and optimising your call handling in business is essential for providing excellent customer service and maintaining customer loyalty. Having a dedicated Quality Assurance (QA) team in place to monitor calls, provide feedback to reps, and identify areas for improvement is crucial.  

By investing in these strategies and continuously monitoring and improving call quality processes, a business can provide its customers with the high-quality service they deserve, and ultimately, improve customer satisfaction and retention. Furthermore, it also helps businesses to identify areas for improvement, such as training, process changes, and technology updates, this way they can continuously strive to improve the customer service experience.

Here at Yo, we’re all about improving the success of the businesses we deal with.  So, If you are interested in learning more about salesimproving your business development, or generally future-proofing your business – enter your contact details into the form below and we’ll be in touch with how we can help you and your business TODAY!

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