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How to Measure Call Center Quality Parameters?

Measure performance against goals & identify areas of improvement
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Quality Parameters Quality Parameters

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Table of Contents

For a Call Center manager, it is important to know which quality assurance metrics can give them insight into the performance of the Call Center. The purpose of call center QA metrics is to highlight productivity in relation to customer experience and employee efficiency.

Quality Parameters (QA Metrics) vary between Call Center & BPO industries. Different sectors have different workflow and customer demands. The quality parameters of each industry are adapted according to the needs of the industry. For example, a Bank and Technical Support will have different performance and customer satisfaction to follow.

Quality Parameters cvr

What are the call quality parameters?

There are many call center quality assurance metrics that you should track to ensure a smooth flow of call center operations. In this section, we discuss nine quality parameters, dividing them into three sections – operational efficiency, customer satisfaction, and agent performance.

Operational efficiency metrics

ASA or Average Speed of Answer: 

This metric tracks the amount of time your agent takes to answer an inbound call. This is a customer-centric metric and helps in influencing customer satisfaction. 

FCR or First Call Resolution: 

It tracks if your agents can resolve a customer query in the first interaction or do they need to do a follow-up. Tracking FCR as a call center quality assurance metric helps you reduce customer frustration, lower operational costs, and enhance overall efficiency. 

AHT or Average Handle Time: 

This call center QA metric records the time an agent takes to complete the entire transaction. It starts from the moment the agent is connected with the customer on the phone all the way until the agents finish the after-call work. 

Tracking AHT helps identify process bottlenecks to strike a balance between minimizing AHT and ensuring quality interaction.

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Customer satisfaction metrics

CSAT or Customer Satisfaction Score: 

It measures the degree to which customers are satisfied with the service provided by customer service. CSAT scores offer real-time insights and help guide targeted improvement in call center services. 

NPS® or Net Promoter Score®: 

With NPS®, you can examine the satisfaction and loyalty of your customer base. You can check if your customers are likely to recommend your service to their acquaintances or not.  It provides a holistic view of customer sentiment, and the scores indicate the success of customer service. 

CES or Customer Effort Score: 

This Customer Experience metric is different from usual metrics. With this metric, you can ask the customers how much effort the customer had to put into their journey with the company. The aim is to understand the customer’s effort and reduce it in order to increase customer happiness and satisfaction. 

Agent performance metrics

Call monitoring and evaluation:

Regularly monitoring customer interaction allows you to assess agent performance. Leverage an integrated telephony system that enables you to ensure consistency in service quality. 

Agent feedback:

Ongoing feedback based on agent performance enables agents to understand their strengths and identify weaknesses and areas of improvement. Effective feedback mechanisms empower agents to deliver exceptional services. 

It is important to remember that to improve the Quality of the Call Center performance; you must define the purpose of the QA program first. Once you have established what your goal is, you can identify which Quality Parameters will align with the goal. This way you can design your action plan and track and monitor those QA metrics.

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What are the benefits of tracking Quality Parameters?

1. You can improve agent efficiency

Tracking the metrics of individual agents can help the trainers keep track of the performance displayed by the agents. This will help them identify which agent needs more training and knowledge. You can refine the training program and focus on helping the agents in developing the skills they lack. 

By giving feedback and training the agents, the manager can build a tradition among the agents to improve their performance. 

2. You can improve the operational performance of your call center

Monitoring the metrics for a long time can highlight the inefficiencies that may be affecting the performance of the call center. You can eliminate these issues and streamline the workflow of the center. 

3. You can influence a positive experience for customers

Improving the entire functioning of the Call Center will have positive results on customer experience. Efficient call handling, quality agent performance, better call resolution, etc., will inevitably improve Customer Experience. 

Customers receiving better quality service will increase customer satisfaction and decrease customer churn. As a result, brand loyalty and awareness will also improve, with customers recommending your services and products.

4. You can ensure compliance and risk mitigation

Tracking quality parameters in BPO ensures that your agents adhere to company policies, legal regulations, and industry standards, during customer interactions. This reduces the risk of compliance issues for the organization.

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Best practices you can adopt to maintain call quality parameters

Track the QA metrics: 

You need to regularly track and monitor the Quality Parameters. By analyzing the data regularly, you can understand what changes are required to meet the ultimate goal of the call center. You can improve the areas with inefficiencies, help agents improve their performance, and adopt new strategies. 

Diverse perspective: 

Share the analysis with other managers and experts as well. This will give you a different viewpoint and help you see things you may have missed, thus giving you a broader perspective. 

Provide other channels to your customers: 

Providing customers with different options to interact with your agents will improve their experience. They don’t always like to call the agent for support requests. Customers can send in their requests at any time via their preferred channel. However, make sure to monitor other channels as well and provide the same quality service as you provide on phone calls.

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How can quality parameters impact customer experience?

Many call centers believe that the speed of resolving the issue can reflect what a customer feels about the interaction with the Call Center. However, improving the speed of answering and resolving an issue does not express the customer’s feelings towards the call center.

Most importantly, it does not show how the agent’s behavior impacts the customer’s feelings. 

Trust, transparency, query handling, and over-the-phone experiences are some of the factors that make a difference between high customer satisfaction across all Call Center Industries. The companies focusing on improving these factors have experienced growth and profit in revenue and employee productivity. 

Employing the Quality Parameters that help improve agent productivity can help the company gain a high customer satisfaction rate. 

When agents show that they care for the caller and understand their trouble, the customer feels valued. If an agent approaches the caller with indifference, the customer will feel the agent does not care for the customer. As a result, customers are likely to search for other services. 

Agents must let the caller know that they understand what the customer is going through and help ease their stress. This will make customers feel prioritized and appreciated, thus improving customers’ experience with the Call Center.