Quality Management: Service Quality Measurement and Performance Evaluation
With quality management in your call center operation, manage the service you provide to your customers and your agents' performance. By evaluating the service quality of your company and team, you can plan improvements to your products and services. Evaluate your service quality with customer feedback and increase customer satisfaction.
Satisfaction Survey
With the satisfaction surveys you can create with AloTech, you can collect feedback from your customers. You can build forms based on the parameters you set for your satisfaction survey and define scoring for each question. You can create multiple forms to evaluate different operations or services. Measure customer satisfaction with satisfaction surveys by collecting feedback on the service an agent provided, any incorrect transactions or how an issue was resolved.
Performance Evaluation
You can evaluate your operation's service quality with your quality team. You can create quality evaluation forms to assess the service provided to your customers. Evaluations made by the quality team are shared with agents on the AloTech screen. With the call recording feature, agents can access the recording of the evaluated call and see the score and who evaluated it. They can access all past evaluations on the same screen.
Report on Your Service Quality
Quality evaluation forms can be built with multiple-choice or open-ended questions. Evaluations can be based on criteria such as the agent's tone of voice, how they greet the customer and whether they address the customer by name. Agents can easily see on the AloTech screen which criteria they were scored on and the evaluation details. You can access KPI reports for your agents and operation together with quality evaluation results. With AloTech Quality Evaluation forms, you can share feedback with your operation quickly and in detail and identify areas for improvement.
Evaluate All Channels on One Platform!
With AloTech technology, you can use written communication channels alongside voice in your call center operation. Just like the satisfaction surveys and quality evaluation forms prepared for calls, create surveys and forms that fit your criteria for written communication too. You can access and evaluate the chat records of your agents' conversations over Web Chat, WhatsApp or Facebook. After a chat, you can ask customers to rate you and send them a satisfaction survey. Create different quality evaluation forms and evaluate agents' voice and written communication against separate scoring criteria.
Multi-Level Review and Dispute Management
Quality evaluation results are shared with agents in detail and sent by email. You can also send the quality team's evaluation results to senior managers so the process is reviewed by more than one person. Agents can review evaluation results in detail on the AloTech screen and dispute them when needed. Disputes agents raise about evaluations are sent as notifications to the evaluator's screen, making the dispute process easy to track.
You can easily measure the performance of your agents serving customers from home.
Frequently Asked Questions
Quality management is the set of processes used to manage whether an organization’s or business’s activities and products comply with defined quality standards. Quality management uses many different methods and techniques to help an organization achieve goals such as customer satisfaction, continuous improvement, resource management and operational efficiency.
Quality management develops and implements processes and management systems to control the quality of products and services against defined standards. To this end, quality management processes include steps such as quality planning, quality control, quality assurance and continuous improvement.
Quality management is a management approach used to increase an organization’s customer satisfaction, encourage employee engagement and improve operational efficiency.
Quality management is a set of processes an organization uses to achieve its quality goals. These processes cover a number of elements:
Quality planning: An organization defining its quality goals and strategies, preparing a plan for its quality management system and implementing its quality plans.
Quality control: Checking and measuring the quality of products or services, setting quality goals and carrying out the right activities to achieve them.
Quality assurance: All activities carried out to maintain and improve the quality of products or services. Quality assurance covers the checks made to ensure products and services are produced in line with quality requirements.
Continuous improvement: Activities an organization carries out to keep improving its quality. This means monitoring, measuring and improving processes, collecting customer feedback and continuously developing the activities carried out to reach quality goals.
Staff training: Training staff so they become familiar with quality management systems and apply the processes and procedures needed to reach quality goals.
Customer focus: Understanding customer needs, measuring customer satisfaction, and collecting and analyzing customer feedback are important elements of the quality management process.
Call centers play an important role in answering customers’ questions, solving their problems and increasing customer satisfaction. Quality management is an important tool for measuring and improving the quality of call center activities. Here are some reasons why quality management matters for call centers:
Increasing Customer Satisfaction: Quality management is an important factor in helping call centers increase customer satisfaction. The quality management process measures and improves the quality of the service provided to customers. This helps increase customer satisfaction and build loyalty.
Measuring Performance: Quality management plays an important role in measuring call center performance. Call centers can use the quality management process to measure how they answer calls, how they solve customer issues and how they can improve customer experiences.
Increasing Efficiency: The quality management process helps call centers become more efficient. Monitoring, analyzing and improving processes lets call centers work faster and more efficiently and solve customer issues more quickly.
Staff Training: The quality management process is important for training call center staff. Training employees increases the efficiency of call center operations.
For call centers, service quality measures how successful the service is at meeting customers’ needs and exceeding their expectations. Measuring service quality covers factors such as customer experience, call center performance, employee satisfaction and business goals.
The following methods can be used to measure call center service quality:
Customer Satisfaction Surveys: Customers receive a short survey after a call. The survey asks how helpful the agent was, how quickly the issue was resolved and other aspects of the customer experience. Survey results can be used to measure customer satisfaction.
Call Center Performance Metrics: Call center performance metrics are used to measure agents’ efficiency. These metrics include factors such as average handling time, time to respond to the customer, response time and call volume.
Employee Satisfaction Surveys: Employee satisfaction surveys make it possible to evaluate the working conditions of call center agents. Based on these survey results, you can also measure quality and identify steps to improve the employee experience.
Using quality management elements to improve customer service can help a business increase customer satisfaction and build long-term customer loyalty.
Customer service is directly related to customer relationship management. When interacting with customers, businesses should adopt customer-centric approaches and build strategies to meet customers’ needs. That’s why customer feedback is so important in quality management. With satisfaction surveys and evaluation forms, you can collect your customers’ opinions and improve your processes accordingly.