What, according to you, makes a call center ideal? Of course, the one that offers a top-notch customer experience. Right? Therefore, brands nowadays are making investments in different digital solutions instead of deploying a chatbot for social media platforms and websites. They are literally paying attention to quality assurance software solutions to gain more work efficiency and generate higher customer satisfaction scores.
If you check out the statistics, in 2018 the global call center artificial intelligence market hit $914.5 million and is forecasted to meet $2990.1 million by 2024. You will witness a CAGR of 22.6% during this evolution.
Fig: Global call center artificial intelligence market size (2018-2024) (Source: Research and Markets)
Despite utilizing AI technology and chatbots as the customer support solution, brands are facing issues in delivering exceptional customer service. Hence the need for quality assurance software.
Quality assurance programs are the best way to evaluate poor services, improve agent performance, and optimize the team efforts on customer management. Even if you are using bots, you can enhance their efficiency and effectiveness. Keep reading to understand how the software is much more effective to a call center compared to emerging technology.
Impact of QA software in a call center
- Customer engagement: Customers reach out to a brand representative or a virtual assistant whenever they face any trouble or want to learn more about the brand. No matter what the topic is, they expect a fast and accurate response from the other end.Customer service problems that often irritate the engaging audience are – multiple call routing, call on hold, lengthy and irrelevant conversation, and zero apologies for mistakes. No brand wants its customers to feel this way. A proper quality assurance program will encourage agents to deliver quality experiences to the customers.
Whether the customers are using social media, website, email, or phone to interact with the brand, the QA software optimizes the agents’ performance across all platforms.
- Employee experience: Besides customers, the quality assurance software solution is even good for building employee experiences. Call center brands usually have high employee turnover. Candidates come and go due to poor employee recognition and rewards.With the integration of QA software, you can manage your teamwork and turn your team productive. The software comes with a call recording facility that can further be used to conduct successful training and development sessions. It even has a feedback generation option that allows managers to recognize and reward the particular agent for his performance. The higher the employee experience, the better the employee retention. All these lead to a happy customer base.
- Data analysis: Call center quality assurance even benefits a business with data collection and data analysis. The real-time reports and data-driven analysis make it easier for the agents to improve their performance and productivity.Instead of deriving the reports by collecting data manually, the QA tool automates the process and delivers instant results in no time. This gives clear and transparent insights into the agent’s behavior along with customer interactions. Understaffing and overstaffing scenarios can be prevented using this particular process.
- Brand productivity: Brand productivity is obvious when you are experiencing high employee retention and better employee experience. Many brands fail to witness high productivity scores due to poor customer service quality. Thanks to QA and its extreme features for streamlining the call center workflows and improving the service experiences.With QA, you can enjoy continuous development in your business as the tool pays a lot of attention to building team efficiency and productivity. The more efficient your team is, the more productive your brand will be. You can measure the standard KPIs like first call resolution rate, CSAT score, average handling time, etc. These key elements are enough to evaluate the brand’s overall performance and ensure consistency and compliance.
- Employee efficiency: As we discussed, QA software plays a strong role in pulling up the employee productivity level. This happens because the software possesses multiple features, including call recording, call monitoring, call auditing, and call managing. All these, along with constant training and development sessions, lead to strong peer efficiency, which definitely greatly impacts customer satisfaction and their experience.Well, the tools like FAQ software and chatbots need a special mention in driving high-end productivity and work efficiency. But without QA, it is hard to make sure that the overall process is consistent.
The Bottom Line
AI solutions are not just confined to a chatbot for social media platforms or websites. You can even switch over to the intelligent FAQ software to add a personalized self-service portal for the customers. Here, the consumers do not require reaching out to any brand representative to solve queries or issues. Now, to ensure that the overall process is going smoothly, quality assurance solutions are introduced.