In a perfect world, customers call a contact center, get the information or instruction they need, and go about their day. In reality, however, this isn’t always the case. While your company may have clearly delineated processes for handling calls, every so often an engagement fails, i.e. an agent is unable to provide the support a caller needs.
While this scenario can indeed be disheartening, it also presents a golden opportunity for leaders to analyze and evaluate existing quality control for call centers. You just might discover gaps in your processes that you’ve never noticed before.
To get to the heart of the problem — and to arrive at the best possible solution — heed these tips:
Verify calibration — Process failures are often a product of poor calibration. That is, leaders and QA teams believe that agents are properly oriented on how to handle calls when they are actually not. You can use systems like Zacoustic to verify if agents are calibrated against the expectations of callers. It uses a unique system where agents answer the same survey questionnaire that callers do, enabling them to see through the latter’s eyes.
Identify the source of the problem — The next step is to understand the myriad factors that led to the process failure. Leave no stone unturned as there are many things that could have contributed to the problem; lack of training, an unruly customer, and unclear protocols are just some of them. By looking at the issue from all possible angles, you are positioned to come up with more holistic — and realistic — solutions.
Brainstorm solutions — Chances are your contact center already has a database of best practices that you can tap into for solutions. If you have a QA software system, you can review your top agents’ calls for best practices that you can implement. Another idea is to make the concerned agent part of the solution. That is, ask them what they could have done differently if they had the chance. They will likely provide a more nuanced solution than you alone could have come up with.
Evaluate your options — By now, you should have several possible solutions to choose from. Carefully evaluate each one to determine which is the most promising and appropriate. Likewise, see if you can combine certain ideas to create an even better system. You should also take into account the resources needed to implement your solution. For instance, if you decide that a new training program should be initiated, you have to make sure that you have the budget, manpower, and expertise to make it happen.
It’s helpful to think of processes as living things that grow and evolve over time. When a process fails, it simply means that you have to rethink your quality management approach. With the steps above, you will have a level-headed approach to resolving even the trickiest problems.
If you’re looking for an employee experience optimization suite that can help you keep track of your processes and best practices, be sure to check out Zacoustic. Feel free to request a no-obligation consultation today!