Contact centers handle thousands of calls a day, and each of those calls must be handled satisfactorily if you wish to leave a good impression on your customers.
The good news is that you don’t have to rewrite the book on good call handling day in and day out. By taking best practices and disseminating them to the entire team, you can raise your company’s overall consumer experience rating.
This approach has the distinct advantage of practicality; you’re not just following a handbook, you’re following the wisdom of hard-earned experience. Techniques are tested on real-life callers, making them easier to adopt company-wide.
In a company spanning hundreds of agents and various work shifts, however, how do you go about identifying, codifying, and circulating best practices?
Mainstreaming best practices
This process can be a little overwhelming, but it doesn’t have to be. Follow these simple steps and you’ll soon have a compilation of best practices that will inspire your agents:
- Define what best practices mean — Most people assume that average handling time (AHT) is the be-all and end-all of quality control for call centers. In reality, it is but one aspect and it rarely tells the entire story. If you want to circulate best practices, you need to have clearly delineated standards. In short, how do you define a well-handled call? You’ll find that this often becomes a case-to-case basis. For basic inquiries, AHT may indeed be an acceptable measure. When it comes to resolving customer issues, however, customer experience might be the better metric.
- Identify your top performers — The next step is to identify who your best agents are and study how they handle calls. Pay close attention to the techniques and strategies they use on challenging calls, such as contested billings or service complaints. The learnings you glean from these engagements will prove invaluable to improving your team’s performance.
- Get help — It’s impossible to audit each and every call to see which practices should be emulated by other agents. However, tools like Zacoustic introduces agent calibration to fill the response gap not received via customer survey responses. The system works by preparing your agents to make accurate survey predictions on behalf of the customer. As agents prove that they can make customer survey predictions on an accurate and consistent basis, Zacoustic trusts their predictions as if they came directly from the customer. This allows you to quickly identify, define and roll-out best practices since the software automates the process for you, and serves you needle-in-a-haystack problems on a silver platter.
- Perform Best Practice— Of course, agent adherence to best practices doesn’t happen overnight. Likewise, you have to make sure that your agents buy in on adhering to your defined best practices. As any experienced call center manager will tell you, improving performance is always an ongoing process.
If you need help with employee experience optimization, Zacoustic is the ideal tool. Unlike other solutions on the market, it requires agents to fill out the same survey form that callers do. They are trained to accurately predict the answers that customers give, thereby acting as their proxy. Customer survey analysis then reconciles both sets of answers to see if the agents truly understand what the callers need. This process affords more in-depth insights and makes it easier to identify and promote best practices.
You may request a free and no-obligation product demonstration to learn more about the platform.