It’s an open secret that customer satisfaction is extremely important for every successful brand. Companies are doing their best to see clients happy – both small and big businesses pay attention to the level of client satisfaction.
It’s vital to treat consumers well, no matter the circumstances. Therefore, in Call Centers, where communication with clients takes 82% of the working day, it’s a top 1 priority.
The core element of successful interactions with customers is hiring the right people.
Equally important is the appropriate control: ongoing evaluation and training cultivate customer service of the highest quality.
In this post, we take a look at Nectar Desk methods to evaluate and improve your customer service agents’ performance as part of an effective quality assurance program.
Why it is so important to evaluate your agents’ performance
Modern Call Centers have long since departed from the old ways of collecting and processing the information. The times when agents noted the client’s data with the pen and piece of paper are in the distant past.
Nowadays Nectar Desk agents are eager to fill in the user-friendly form right during the call: it may contain different fields where they can write the relevant information, choose the required option from the few suggested, or simply mark with ✔.
Moreover, call agents can select the date to schedule the appointment with the customer – we will provide you with solutions suitable especially for your use-case.
And the task of supervisors or administrators of the Call Center is to assess properly agents’ progress.
At our last post, we’ve discussed the possible ways to coach the call team members to guide them in their conversations with prospects or customers with the help of a call whispering and barge in features.
What you need to know to evaluate correctly
Evaluating agents’ work well demands a strategic approach. It’s not enough to just peek over their shoulder from time to time: you have to manage your team based on your personal experience and careful analysis of their ideas, approaches, and mistakes.
We, in turn, feel the responsibility to provide you with the appropriate tools to reach this goal.
The audit form feature is what we’re offering. Thanks to it, you’ll have easy access to all forms created by the call agents with the possibility to evaluate them.
Let’s consider the possible scenario for the feature usage:
Imagine call agents, Tom and Angela, working in Medical Service and receiving dozens of calls with the doctor’s appointment request. They submit forms one by one to gather all the required information about the patients, meanwhile talking to them.
You, as the company’s supervisor, may easily access the completed forms, listen to the conversation to further evaluate the agents’ communication skills, and audit them as well as score the form itself.
The points you’ve given will be automatically calculated by the Nectar Desk system and you will see the comparison chart with the maximum potential value, the actual score for the calls, and the general call quality score.
That’s how you can understand who is working more efficiently – Tom or Angela, and further assist the agent who is falling behind.
This is just one example of possible usage of the audit form feature, though there are others to consider.
You can use scores to track agents’ performance during the conference calls. Nectar Desk empowers you with the capabilities to create custom audit forms featuring your own metrics.
You can adapt them over time to reflect changes in company policies or to align with customer expectations based on their feedback.
Evaluating your call center agents’ performance is key to increasing your company’s productivity. By measuring interactions using the Nectar Desk audit forms, you’ll gain a powerful insight into how agents work, how they represent the brand and customers’ overall satisfaction rate.
If you’re interested in tools to properly evaluate agents’ performance and make the company more prosperous, the audit forms feature will become your real assistant in reaching the goals above.
Let us know if you need any assistance with the set up to firstname.lastname@example.org and we would be happy to help you further.