Methods of quality control of service
Posted: Tue Dec 24, 2024 10:42 am
There are three levels of call quality control: operational, tactical and strategic.
Operational level
Operational quality control is a quantitative approach service features to monitoring based on KPI measurement to ensure an accurate assessment of the quality of the agent’s work and the entire call center as a whole.
At the operational level, common KPIs measured include:
Volume of incoming/outgoing calls
Number of sales/service tickets
First Call Resolution (FCR)
Average Handling Time (AHT)
Missed Call Rate
Lost Call Rate
The downside of operational quality control is that it focuses on the micro level and may not accurately reflect the overall picture. However, operational quality control is useful for finding immediate solutions.
Tactical level
Tactical quality control looks at the big picture of issues affecting customer service. It improves customer service by identifying and addressing the root causes of poor service department performance.
Examples of issues that are resolved at the tactical level:
What causes low customer satisfaction?
Are there any gaps in operator training? How can they be addressed?
How to make work processes more efficient?
Tactical quality control tools include:
Operator self-assessment questionnaires
Customer Satisfaction Assessment
Listening to calls
Forecasting trends
Speech analytics
Call recording and transcription
Monitoring work processes
Identifying and resolving issues at a tactical level results in long-term solutions to common challenges in the call center, but requires more time and resources than operational solutions.
Strategic level
Strategic quality control ensures that the call center is aligned with overall business goals and helps improve Net Promoter Score (NPS) and Customer Satisfaction Rate (CSAT).
Operational level
Operational quality control is a quantitative approach service features to monitoring based on KPI measurement to ensure an accurate assessment of the quality of the agent’s work and the entire call center as a whole.
At the operational level, common KPIs measured include:
Volume of incoming/outgoing calls
Number of sales/service tickets
First Call Resolution (FCR)
Average Handling Time (AHT)
Missed Call Rate
Lost Call Rate
The downside of operational quality control is that it focuses on the micro level and may not accurately reflect the overall picture. However, operational quality control is useful for finding immediate solutions.
Tactical level
Tactical quality control looks at the big picture of issues affecting customer service. It improves customer service by identifying and addressing the root causes of poor service department performance.
Examples of issues that are resolved at the tactical level:
What causes low customer satisfaction?
Are there any gaps in operator training? How can they be addressed?
How to make work processes more efficient?
Tactical quality control tools include:
Operator self-assessment questionnaires
Customer Satisfaction Assessment
Listening to calls
Forecasting trends
Speech analytics
Call recording and transcription
Monitoring work processes
Identifying and resolving issues at a tactical level results in long-term solutions to common challenges in the call center, but requires more time and resources than operational solutions.
Strategic level
Strategic quality control ensures that the call center is aligned with overall business goals and helps improve Net Promoter Score (NPS) and Customer Satisfaction Rate (CSAT).