Quality Feedback in Call Center
Gathering quality feedback in call center data is imperative to gaining insights into your company’s work processes and making necessary changes to improve the customer experience. If you manage a call center and receive calls from external parties, you likely want to regularly gather and assess feedback in order to continually improve upon your existing practices. How you respond to callers can reflect on your business as a whole. Therefore, by encouraging feedback, you can get a sense of what’s working well and what isn’t.
There are several crucial components to take into account with call center feedback. Collecting call quality feedback can inform you on what the customer is experiencing on their end and what problems they frequently encounter, whether that is poor call sound quality, rude or inattentive agents, or an overall lack of understanding on the call center’s part concerning how to resolve an issue. Such problems can only be addressed if they are brought to the call center’s attention, and that can only happen through feedback and customer input.
It’s no secret that it’s important to provide customers with what they need as quickly and efficiently as possible to increase the odds that they will return and continue interacting with your company for future matters. Unsolicited customer feedback is a powerful way to gauge how well your call center is performing. Feedback may be given directly to agents by customers, or it may be given by someone else at the call center. Regardless, listening to and internalizing quality feedback is essential to creating and improving the caller experience. Understanding what issues look like from the customer end is extremely valuable when trying to plan future moves, as it can give businesses an idea of how their call center can be useful both in the short and the long term.
What Is Quality Feedback?
What exactly is quality feedback? Simply put, quality feedback, as it relates to call centers, refers to the feedback given to agents to inform them of what they’re doing right and what could be done better. Quality feedback is often data-driven and backed with demonstrable examples. More specifically, showing an agent how something could be changed to benefit them and the customer would be considered quality feedback because it is thorough, precise, and to the point.
Learning how to give feedback can be a skill in and of itself, as many people may struggle to point out the flaws in another person’s performance. Constructive criticism doesn’t always have to be painful, however, especially if given alongside more positive feedback. You could begin by noting some of the things the agent is doing well, and follow it up with some tips on how to improve. You might also look at quality feedback examples given by other businesses or call centers to get an idea of how to give quality feedback.
Customer interaction data is also useful for evaluating agent performance and the patient experience. This data is pulled from the recorded interactions between customers and customer support personnel and can include emails, phone calls, text support, and any other support channel.
Best Call Center Software
The best call center software depends heavily on your business, industry, and specific needs. As such, you may need to shop around for something that’s going to work best for whatever it is you’re hoping to accomplish with your call center, whether it’s general customer inquiries and support, or an even larger business operation. Your call center software of choice should ideally provide options for collecting feedback and monitoring the interactions between agents and customers so as to provide a holistic picture of the center’s performance.
Performance feedback examples can include anything from the number of customers helped in a given day to how well an agent was able to address and solve a given problem over the phone. Positive feedback examples are valuable for learning how to give positive feedback in a way that’s useful to the agent. You may not want to simply tell them “good job,” but provide concrete examples of what they are doing well and how it’s benefiting customers and the wider company. As mentioned previously, some call center software platforms make it easy for businesses to track interactions, therefore providing them with more information with which they can give quality feedback.