Few initiatives in your business will matter more to customer satisfaction than how well you structure their call experience. Your customer service goals should include being able to raise call quality satisfaction rates on a month-to-month basis. Quality satisfaction rates refer to the level of satisfaction that customers experience with the quality of a product, service, or interaction. In the context of inbound calls and customer service, quality satisfaction rates specifically gauge how well customers are satisfied with the quality of their interactions, primarily phone calls. High quality satisfaction rates indicate that customers are happy with the service they’ve received, which can lead to increased loyalty, positive word-of-mouth referrals, and ultimately, business growth.

Calling for Excellence: Practical Steps to Enhance Call Quality

By focusing on enhancing call quality, you’re not only increasing customer satisfaction but also building a strong reputation for your business as a provider of exceptional customer service. While that may seem difficult to do, there are several steps you can take to make the process easier. Consider the following:
  1. Create a call monitoring team – To assure true quality call monitoring, you should select a team that includes supervisors who are assisting your call agents in real time and monitors who are evaluating the agents’ performance and identifying areas where improvement is needed.
  1. Provide proper training – When agents are properly trained to deal with all types of customer requests and service issues, you have the best chance of creating a positive customer experience. Make sure your agents have scripts so that your customers’ experience with the company is consistent; have supervisors role play with agents to improve interactions with customers. It’s also essential that they have complete information about all of the company’s products and services so they can communicate them properly to customers.
  1. Monitor all types of calls – The only way to be sure that you understand the breadth and depth of your customers’ call experiences is by analyzing all of them. To do this effectively, be sure to take enough samples from each type of call and some from each of the call agents involved.
  1. Include agents in benchmarking quality – Agents can help significantly in the process of setting benchmarks and creating meaningful evaluations for quality customer service calls. Get their feedback and allow them to access their own as well as their colleagues’ calls.
  1. Share best practices consistently – Make sure that all of your agents understand and are aware of the practices that work most effectively in providing quality service to customers and provide new input on a regular basis.
  1. Judge the effectiveness of each call using qualitative and quantitative data – This should include data collected from the agents’ self-analysis scorecards.
  1. Use data to identify coaching opportunities – Doing this ensures that you are identifying and addressing the specific skills that your agents require help with and the right coaches to help them through the improvement process.
  1. Reward everyone on the team – Everyone involved in your company’s quality assurance process should be rewarded for participation, and it’s a good idea to frequently highlight success stories as inspiring examples.
At Responsive Answering Service, our 40 years of providing top call answering talent and technology to a variety of industries has allowed us the opportunity to understand and leverage the practices and initiatives that work best in quality customer call service and monitoring. Our unmatched telephone answering services are supported by the latest industry technology platforms and hardware which allow us to simultaneously manage thousands of calls in real-time. Additionally, we have equipped all of our centers with state-of-the-art software that is fully redundant. This means no dropped calls or long holds for your customers. It also gives us the opportunity to offer diverse services to our customers to meet their protocols and delivery needs. Contact us today to talk about how we can help your business grow.
George Otte

George Otte

George Otte is an entrepreneur with over 20 years of experience in tech support, fulfillment, and answering service management. His leadership and vision help us provide the best possible support, because he knows how vital it is for the continued success of your business. Responsive Answering Service launched in 2012, with George fulfilling the role of CEO to provide professional contact center and answering services for medical, legal, and various service industries, with the intent to best fit the needs of our clients and their respective fields.

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INSIGHTS FROM SATISFIED CLIENTS

Jennifer Ashner

JENNIFER ASHNER

Compliance and quality director chartwell home infusion and specialty pharmacy

5 star rating

When Chartwell decided it was necessary to upgrade the answering system to accommodate the increase in calls during non-business hours, because of growth in business, we contacted Responsive Answering Service.

“Their representative met with our clinical management group. She listened intently as we described the current process for handling after hours calls, what our needs were, and what our expectations for a new system would be. She took our needs and wish list back to her developers and designers who came up with a customized system that gets text messages to the on-call staff in a timely and effective manner that allows us to deal with the issues that our patients are trying to get help with.

The timeliness of return calls has improved dramatically, and no calls are dropped or missed. Our customers ratings on ability to reach us after hours has scored 98%! We are extremely pleased with the service and the contribution it has made to an increase in our overall customer satisfaction scores.”

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