Call quality monitoring   best practices
to improve customer satisfaction

Use Call evaluation to achieve higher rates of customer satisfaction in the Call Centre. Identify call quality monitoring best practices and learn from the top performers. Monitor, Coach and improve the call handling skills of the remaining agents until they perform to the same quality standard as the superstar agents. Assessment can be done manually using spreadsheets, or by using the bebexs software system to achieve results quickly.

A chart graph showing quick results with bebexs call evaluation software

What is customer satisfaction?

You are cooking dinner for the love of your life tonight. There’s pasta on the menu, and you're missing the pesto.

You nip round to the new 24/7 convenience store around the corner. As you enter the store, it is bright clean and neatly organized, but you can't find the pesto! So you ask Joe the owner (he is wearing a badge) if he stocks it. He smiles and says: ‘Of course, Sir, we have a few varieties so I will show you where they are and you can pick your favourite.’

You're satisfied with great customer service like that of course, so you will go back to that store the next time you need something, will you?

As a competent business owner, would you deliver a quality customer experience like that? Of course, you would every time!

So your meal goes well, so well in fact that you need something for the weekend 😉 Off you go back and see Joe, but Joe has gone home, and now Richard has been left to manage the late shift. Once again you can't find what you are looking for, so you go and ask. Richard is busy playing on his phone and isn't happy that you are interrupting him, he begrudgingly serves you, slowly and not before he makes you know that he doesn't appreciate you bothering him.

Of course, you'll remember this when deciding where to go shopping the next time!

The challenge for Joe is the same as the Manager of a contact center. How to get staff to do a consistently great job when you're not there.

He can't nip in all the time to check, or he won't have a family life, and it is hard to catch dishonest people like Richard, People who pretend to work hard but soon slow down or stop working when the Manager isn't present.

We don't have the solution for Joe, but we do have the answer for a Call centre manager.

Every Contact center has at least one Richard.

When the manager is walking the call centre floor, every Call Agent is trying hard. Unfortunately, it is when the manager is not around that some of the Agents start the transformation into dishonest and lazy workers and become like Richard.

A salesman plays a game on his phone with his back turned to the line of customers waiting to be served.

How can call quality monitoring help?

Call quality monitoring done correctly will keep your poor performing agents on their toes, even when the manager isn't looking. The bebexs system sends a percentage of each agent's calls to themselves for self-assessment, a percentage of their evaluations to their immediate supervisor, a percentage of their supervisor evaluations to their supervisor's manager, and so on until it gets to the top. Agents do not know which of their phone calls will be checked or who will check them.

It also has a beneficial effect on your motivated agents, encouraging them to upgrade call handling skills and improve how they deal with calls. The bebexs scoring system gives them a benchmark to exceed,and improves morale, which in turn lowers Call Agent turnover.

What is bebexs?

bebexs is a call assessment software that transforms the way Call Agents work. With its unique self-evaluation approach, it changes Agents mindsets and highlights where they can improve.

Instead of just focusing on the duration of the calls, bebexs gets the agents focused on the client’s request and how they handle each call. Agents become proactive learners, focus on improving their call handling skills and the outcome of each call.

What are customers looking for when calling a call centre?

Usually, they have a problem/need, and they need someone to help them find the solution.

A typical functional call from a customers point of view:

  • describe the need
  • answers clarifying questions
  • receive a solution to the problem

To increase customer satisfaction rates, a caller also expects the Call Agent to:

  • listen carefully
  • ask intelligent questions to establish clear understanding
  • understand the reason for the call
  • to be knowledgeable about the product/service,
  • speak at a normal speed
  • be polite

To deliver this, Contact centers need to:

  • hire the right people to do the job
  • give them appropriate training
  • identify areas each agent needs to improve
  • and provide coaching to rectify issues and increase call handling skills

So how can call quality monitoring improve customer satisfaction rates?

1: Hire the right people to do the job

A handshake representing the process of hiring well.
Sorry, bebexs doesn't contain anything that helps with hiring the right Call Agents. I would recommend the following links though that might give you some helpful pointers.

2: Give them appropriate training

A person lifting weights representing the process of training the new agents to perform well.
As part of the initial training program, requiring new starters to listen to, and evaluate a good mix of calls can be an excellent way to prepare them for going on the phones and increase their knowledge and call handling skills.

3: Identify areas each agent needs to improve

A magnifying glass hovering over a text with focus on the word 'issues' representing the process of identifying areas for improvement.
A basic feature of a Call quality monitoring system should be to help identifying areas each agent needs to improve,so it is expected to be able to do this with all services. Not only does the bebexs system facilitate an Auditor, Manager or Supervisor to evaluate calls, but encourages Call Agents to self-evaluate their calls too; this removes the psychological barrier that a lot of people have towards accepting feedback. When the Call agent has identified an area for improvement with their calls, they are naturally more receptive to fixing the issue than if their supervisor had pointed it out.

4: Provide coaching to rectify issues and increase call handling skills.

An eraser erasing the word 'issues' representing the process of rectifying the existent problems.
Once identified, coaching and guidance should be provided to help resolve the issue. Call evaluation can be a helpful tool when the need to coach Agents arises. Playing back and listening to a call on a telephone is as simple as clicking a link with bebexs. This easy playback allows the proper examination of any problems and facilitates coaching.

Improved customer satisfaction rates

Although not the whole answer, using a call quality monitoring and evaluation system to help with initial training identifies areas each agent needs to improve. Coaching agents to rectify their problems will increase call handling skills across the Call Centre. With well-trained Call Agents, Customers will experience an enhanced service and obtain better outcomes for their calls, which of course will increase customer satisfaction rates.

Customer experience

Let's be honest, everybody hates queueing, especially when we are on the phone. As a Customer, we don't care if a Call Centre suddenly has a rush of callers, or a staff sickness problem. Usually, when calling a Call Centre, by the time I get to speak to a Call Agent, I've been asked to input my date of birth in twice and my phone number three times and listen to an hour worth of canned music.

Customer dissatisfaction due to poor call quality monitoring practices represented by a female customer saying 'I didn't call to listen to this song!'
A megaphone surrounded by the text 'Unhappy customers can easily let a big audience know about their poor call experience using Social media'

I know it was actually only five minutes, but it usually feels like an hour to me. At this stage, I've got to force myself to be patient. I'm not the exception, and like me, a lot of Customers expect their (sometimes complex) problems to be solved fast and efficiently. Customers have a low tolerance for Call Agents mistakes, especially after being on hold or placed in a queue for a period, and appreciate Call Agents who understand the value of their time. They will readily complain if they are unsatisfied and the internet now makes it very easy for them to broadcast their opinion with the rest of the world, no matter how unfair it might be.

Call Centres and the need to constantly improve

Customers can easily complain to the vast audience that is now available via social media. Therefore, to protect their brand organisations must consistently seek to deliver a high-quality service to their Customers. When a Contact Center is the main point of contact it has with its customers, an organisation needs to allocate resources to audit, train, coach and monitor its Call Agents.

bebexs efficiently facilitates this and helps unite the whole team behind the standard of service the management team wants to deliver.

As the MD of a large call centre who should I evaluate?

bebexs is usually set to allocate evaluations randomly, but this can be adjusted. Still, what needs to be considered is targeting the highest and lowest performers as an addition to the random evaluations. What's needed is to evaluate the high performers because that is where the best practices, new ideas, and the things that work well and produce the best outcomes are. Encouraging the adoption of some of these practices across the Contact Center can significantly affect results for the better. The low performing agents are the ones that are more likely to upset the Customer and produce complaints. You need to improve these Agents quickly.

Five people pulling a huge box in different directions framed by the text 'Calibration - If you want better results, make sure everybody is pulling in the same direction'.

Using leverage to set a consistent standard

It is a challenge for any leader to ensure that the standard of service they set, is applied consistently across their organisation.

The distribution of assessments when using the bebexs system means that a leader can compare the evaluations he does with his managers' evaluations, his managers' supervisors' evaluations and his supervisors' agents self-evaluations. Utilising this feature to audit and calibrate evaluations has a great impact. By just doing a small number of assessments, and then discussing the difference between how each staff member scored them, the leader can encourage a consistent level of scoring across their organisation. The consistency of scoring, when achieved, will give your Agents the information they need know to score highly, which in turn will produce a consistent standard.

Are your agents customer problem solvers?

Monitoring and evaluating calls will give managers a better understanding of each agent’s ability. Do they just follow a script or are they immersed enough in the business to rectify the reason for each call? A challenge for managers is how to transform all their agents into customer problem solvers. Using bebexs to evaluate calls can help identify Agents who need further training and coaching to become a customer problem solver.

Evaluations - subjective and objective

To a Call Agent, evaluations from superiors can often appear to be subjective.

The self-evaluation approach can have a more positive effect, and bebexs gives agents a chance to listen to their calls and evaluate them objectively. Of course, Agents will always consider their evaluations to be objective even if they are highly subjective. The inbuilt system of comparisons in bebexs and a little bit of the "Not so secret sauce" encourages agents to be less subjective and more realistic about their calls.

A circle representing four stages of improving customer satisfaction rates with call evaluation and call quality monitoring, including identify issues, seek training, learn and adapt, and improve call handling.
A call evaluation form being designed accompanied by the text 'Customise your evaluation forms to align with your company's goals and vision'

How to design an evaluation questionnaire

One of the toughest parts of designing an evaluation questionnaire is ensuring that everyone understands and scores it consistently. When using bebexs, this is not as big a problem, but if not, then what's needed is to consider holding calibration sessions before implementing any new questionnaire, to make sure everyone scores a call the same way.

It is easy to create evaluation forms in bebexs. But, to be effective, they need to be precise. Here is a suggestion to help Call Centres when designing a call scoring evaluation form: involve staff from different levels: auditors, managers, trainers, supervisors and agents.

The relevance and importance of a question should reflect the weighting you attach to it. Consider what your Customers regard as important, including points such as call opening, greeting, product knowledge, politeness, friendliness, problem resolution, call closing and anything that is important to your organisation. Avoid over generalisation, use specific forms for different types of calls. Test and review each evaluation form before you implement it.

Your Call Agents may give you positive and negative feedback, so consider how you are going to react, and what coaching you are going to offer.

Self-assessment, assessment from different perspective

Having Call agents self-evaluate their calls allows them to see their work from a different point of view. Unfortunately, they tend to be very generous when it comes to scoring their calls. This lack of objectivity can undermine the whole point of the exercise, so we designed the bebexs score to counteract this tendency. This is true because bebexs is based on the evaluation score and the difference between an Agent's self-evaluation score and the most the highest ranked managers' evaluation score.

The bebexs score works even better if it's sprinkled with a bit of the "Not so secret sauce". Agents will start being subjective even when self-evaluating. This subjective self-evaluation is what drives an Agents' improvement when they score themselves low. Who can they blame it on? Conspiracy theories are non-existent when you are self-evaluating, and they can hardly accuse themselves of picking on themselves, can they? The result, no defensive barriers erected, and the agents accept coaching, and in some cases actively seek out ways to improve themselves.

How does bebexs increase customer satisfaction rates?

bebexs improves your current Call Agents call handling skills, gives their job value and reduces the staff churn in a Call Centre. Staff become more skilled, feel more fulfilled, and are happier at work: productivity increases and they deliver a better service to Customers. The staffs' enthusiasm for their work will be matched by your customers' satisfaction when dealing with them.

A red stamp guaranteeing a risk-free 100% refund within two months

We are so confident that bebexs will you give you the same results that it gave us, that we are prepared to offer you this guarantee. If at any time in the next 60 days you are not happy with the service provided or the result you are getting with bebexs, then let us know, and we will refund 100% of any money you have paid to us.