Customer support quality assurance can definitely help to improve key performance indicators ( support KPIs) like CSAT, First Contact Resolution, or Average Handle Time. ![]() These days, most companies track at least some of the external customer service QA metrics. They still connect the quality of support they receive from this external provider with your value as a business.Ĭustomer service QA metrics: Do you offer quality customer service? But your customers don’t know – or care – if you use a BPO (Business Process Outsourcing) to communicate with them. ![]() Outsourcing customer service gives you access to a specialized workforce without distracting from your core business competencies. ![]() Measuring quality in BPOs: 42% of teams use customer support quality assurance to measure the performance of BPOs.By using QA reviews as a starting point, managers can train and coach agents with precision - and track results with regular reviews over time. Making coaching more effective: 44% of the surveyed teams use conversation both review & customer feedback in 1:1 meetings and coaching sessions with support reps.By focusing on new agents’ conversations, you can double-check how well they’re doing and leave actionable feedback. Speeding up the onboarding process: 74% of support teams agree that conversation reviews help onboard new agents.Revealing churn reasons: You can review all the conversations you’ve had with churned customers to understand what went wrong and avoid making the same mistakes in the future.Streamlining support processes: Review complex tickets to streamline internal processes, find weaker links in your support team’s performance, improve agent productivity and onboarding.Going through a randomized sample can help you spot growth opportunities for your product or service. For example, customers tend to express their disappointment for declined feature requests in customer surveys, even if the case was actually handled nicely by the support rep. Identifying product or service improvements: Customers give feedback to the product and company, not just customer service.You can target the interactions where the customer was dissatisfied to understand, identify, and get better at solving customers’ issues. Improving customer satisfaction : 76% of organizations agree that conversation reviews help improve Customer Satisfaction Scores.The latter has proven to be one of the most efficient ways of identifying personal growth opportunities, as fellow customer service reps are often the best people to notice these aspects thanks to their first-hand experience. QA for customer service comes in many forms - manager reviews, QA specialist reviews, self-reviews, and peer reviews. Facilitating support career growth: 77% of teams agree that conversation reviews are useful for team members’ professional growth.They say nothing about, for example, how well your agents followed the internal guidelines, or even if they provided a correct and full solution to the customer’s inquiry. They reflect how satisfied your customers are with what you do. Providing visibility into agent performance: External quality metrics like Customer Satisfaction Score, Net Promoter Score, or Customer Effort Score only tell you half of the story.For most support teams, the top 9 benefits of customer service QA include: What are the benefits of customer service QA?ĭepending on your goals, customer support quality assurance can offer multifaceted benefits. Support-driven growth is a thing, and it’s high time for your business to improve customer service quality. At the same time, research from Zendesk shows that 70% of customers are willing to spend more when buying from businesses that offer quality service.īottom line: Customer service shouldn’t be seen as a cost center anymore.After a bad experience, more than half of the surveyed consumers would immediately switch to a competitor, while 73% would make the switch after more than one support incident (according to Zendesk). It is not uncommon for customers to churn and take their business elsewhere after a poor customer service experience.It’s clear to see that customer service is one of the main reasons people decide to do business with you. In addition to price and product, 83% of consumers find good customer service important when making purchases (as discovered by Khoros).Not convinced? Take a look at these numbers: In other words, customer service quality has a huge impact on your business results! ![]() Excellent customer service can boost your revenue and customer retention, while bad customer service experiences can only drive churn. Why is quality assurance important in customer service?Ĭustomer service quality shows how well your support team meets and exceeds customer expectations, industry standards, and customer service goals.
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