The cloud-hosted inbound and outbound call center solutions enable businesses to set up and run call centers without investing in specific equipment. The cloud-based interactive voice response (IVR) solutions help call centers to boost customer service delivery by allowing callers to use self-service options as well as interact with a live agent.
Likewise, the sophisticated features provided by cloud-hosted auto dialer software make it easier for call centers to run and control multiple marketing campaigns simultaneously.
But it is always important for businesses to assess the call center’s performance, efficiency, and effectiveness by conducting a call center audit at regular intervals. Call center audits help businesses to evaluate the quality of call center operations and detect the areas for improvement in the call center operations.
While conducting the call center audit, the decision-makers must focus on a myriad of important factors. Also, they need to prepare a comprehensive call center audit checklist to accelerate and streamline the entire audit process.
1. Call Center Productivity
The efficiency and performance of a call center depend directly on the productivity of individual agents and the group of agents.
The call centers assess the productivity of inbound and outbound agents based on separate standards. They assess an inbound agent’s productivity based on the average number of calls handled by him or her per hours. Likewise, evaluate the performance of outbound agents based on sales conversion rate and amount of sales.
While conducting the call center audit, the auditors must assess the productivity of inbound and outbound agents based on preset goals and standards. They also need to identify the over-performing and underperforming agents, groups or departments based on these predefined standards.
The cloud-hosted call center solutions help auditors to evaluate agent productivity and efficiency by generating reports based on real-time data. However, the auditors must identify the measures to be taken to boost the productivity of underperforming agents.
2. Quality of Customer Communication
The call center cannot improve customer experience and satisfaction without improving the quality of inbound and outbound calls. The cloud-hosted call center solutions make it easier for call centers to monitor live calls and record interactions between customers and agents.
The auditors can review both live and recorded calls to decide if a particular agent is handling calls in a responsive and courteous way.
At the same time, the auditors can also determine the quality of communication and interaction based on information and feedback provided by the customers. They can consider conducting surveys and polls to assess if the customers are satisfied with their interaction with the call center.
The customer feedback will help the auditors to identify the factors affecting customer satisfaction and recommend the measures required to boost customer experience.
3. Processes and Procedures
Often unnecessary steps in a process or procedure impact the call center’s performance adversely. The auditors cannot assess the efficiency and performance of a call center accurately without revisiting the existing processes and procedures.
They need to check if the call center has defined various processes and operations clearly and documented each process adequately. Also, they must check if the call center is adhering to the written procedures and processes, continuously.
The auditors also need to review the processes to assess the relevance of individual steps in a process. They can further explore ways to remove the unnecessary steps and combine related steps to save both time and cost.
However, it is important for auditors to ensure that the changes made to a process are not impacting its overall efficiency.
4. Agent Turnover
While conducting a call center audit, the auditors must emphasize on understanding and reducing call center turnover. They must remember that the contact center industry has a much higher annual employee turnover rate than other industries.
No call center can deliver customer service and run marketing campaigns efficiently without reducing agent turnover rate. The agents quit call centers due to a number of reasons – low job satisfaction, monotonous work, excessive stress, inflexible working environment, and lack of recognition.
The auditors need to measure the call center’s employee turnover rate. If the agent turnover rate is high, they must spend time in understanding the root cause of the turnover. The auditors must analyze information collected from various sources to determine what makes agents leave the call center.
They also need to include the root cause of the turnover in the audit report to help decision-makers take the actions required to retain existing agents.
5. QA Metrics
The businesses measure the performance of their call centers using a number of quality assurance (QA) metrics – average handle time (AHT), average speed of answering (ASA), first call resolutions (FCR), Customer Effort Score (CES) and Customer Satisfaction Score (CSAT).
While conducting the call center audit, auditors need to focus extensively on improving these commonly used QA metrics.
They need to review the QA metrics based on two important factors – objectives of the QA program and alignment of the metrics with the QA objectives. The improved QA metrics will help the call center to improve operational efficiency, identify agent training needs, boost customer experience, and reduce operational cost.
However, the auditors need to review and fine-tune the QA metrics before each call center audit.
The businesses cannot streamline and accelerate the call center audit process without preparing a comprehensive checklist. While preparing the audit checklist, decision-makers need to keep in mind the purpose of conducting the call center audit and the important things to audit in the call center.
They also need to review and fine-tune the call center audit checklist periodically to produce relevant results that can be easily translated into actionable solutions.