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July 20, 2023
8 Minutes
Call quality parameters in BPO are the standards or metrics used to evaluate interactions between customer service representatives (CSRs) and their customers during calls. Evaluating call quality ensures that Customer service representatives provide excellent service, resolve issues efficiently, and create an exceptional customer experience.
Some standard quality parameters in BPO include average handle time (AHT), call handling time (CHT), call resolution rate (CRR), customer satisfaction score (CSAT), and communication skills. The QC analyst in Business Process Outsourcing monitors and evaluates the performance and provides feedback to maintain and improve customer satisfaction and the organization's overall performance.
SquadStack's AI quality monitoring system offers real-time insights into telecaller performance, ensuring top-notch customer service standards. We minimize incorrect qualifications with a smart sampling rate of 12%, which surpasses the industry standard of 1-2%. With 23 evaluating parameters surpassing the industry norms, we drive improvement, guaranteeing a superior customer experience.
Quality parameters are the standards used to evaluate and ensure the standards of services a BPO company delivers. These parameters are essential for ensuring the best services are provides to customers. Let us check the seven key call quality parameters in a BPO shared below. Maintaining quality is necessary in both voice and Non voice process while responding the queries of customers.
Some of the standard call quality parameters in BPO are as follows:
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KPIs are specific metrics used to measure the performance of outsourced processes. These metrics change depending on the nature of the service. Agents KPIs include the following:
At Squadstack, Our quality monitoring approach stands out with a smart sampling rate of 12%, exceeding the industry norm and ensuring fewer fake qualifications. We use a diverse set of 23 quality parameters to assess agent performance and call quality. Feedback loops are accelerated, fostering rapid and improved decision-making. As your company expands, our cost model ensures scalability with minimized monitoring costs. Leveraging AI and manual checks, we guarantee accurate quality assessments free from human bias. Our approach ensures objectivity, while our Call Quality Dashboard provides real-time insights. Our AI-powered analytics provide deeper insights into call data, enabling actionable insights for sales and customer experiences.
Quality parameters are vital in call centers for standardization, performance tracking of agents, customer satisfaction, agent training, and continuous improvement. They ensure consistency and identify areas for improvement, ultimately enhancing the overall customer experience. Let’s look at some of the quality parameters we use:
Script Compliance: Ensuring adherence to the prescribed call script to maintain consistency and compliance with company standards and values.
Brand Name Check: Verifying accurate pronunciation and usage of the brand's name to uphold brand integrity and recognition.
Pronunciation: Assessing the clarity and accuracy of pronunciation to enhance communication effectiveness and professionalism.
Greetings & Salutations: Assessing how friendly and suitable the opening greetings are to build a good connection and start the conversation positively.
Lead Verification involves validating the authenticity and accuracy of lead information provided during the call to ensure efficient follow-up and lead management.
Interruptions: Monitoring for interruptions or disruptions during the conversation to maintain smooth communication flow and professionalism.
Confidence, Empathy, & Improvisations: Assessing the agent's confidence, empathy, and ability to adapt to customer needs for personalized and effective interactions.
Robotic Conversations: Identifying and minimizing instances of robotic or scripted dialogue to promote genuine and engaging conversations.
Brand-Specific Keywords: Use brand-specific keywords or phrases to reinforce brand identity during the call.
We monitor call quality by selecting a subset of calls using a sampling generator, considering business outcomes and two calls per telecaller. These calls undergo assessment via a machine learning system, evaluating 23 parameters linked to crucial aspects of connecting, conveying, convincing, and closing, as well as compliance. Each parameter is rated on a yes/no basis, with scores calculated based on assigned weights. These scores are combined to generate a quality score representing the telecaller's performance. The actioning team utilizes this feedback to enhance skills. Additionally, a subset of sampled calls undergoes further auditing to ensure score reliability. This process ensures continuous improvement and effectively maintains call quality standards.
Using Call Quality parameters in BPO offers several benefits. These parameters help ensure that the interaction between CSRs and clients meets the desired standards and contributes to overall operational excellence. The benefits of using call quality parameters in BPO are as follows:
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Difference between a BPO & Call Center
A Quality Analyst in BPO is a professional responsible for monitoring, evaluating, and ensuring the delivery of standard of services provided by CSRs. The role of a Quality Analyst is vital in maintaining and improving customer satisfaction and the overall performance within the BPO. The primary responsibilities of QC Analyst in a BPO include the following:
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To sum up, quality parameters in BPO are vital in providing excellent client service and maintaining client satisfaction. Continuous improvement and data-driven decision-making enable BPO companies to reach excellence in service delivery. Implementing quality parameters benefits clients, improves employee satisfaction and performance, and contributes to an organization's success. Squadstack's approach to call quality monitoring is straightforward yet effective, using smart sampling rates and diverse quality parameters. By using these methods, Squadstack helps enhance customer experiences and make data-driven decisions for ongoing improvement. With Squadstack's support, companies can navigate customer service challenges and achieve long-term success.
Quality parameters in BPO help maintain consistent service quality and identify areas for improvement. By adhering to these parameters, BPO companies can meet client expectations and enhance their brand reputation.
Squadstack helps in AI-driven call monitoring, performance analytics, quality assurance automation, and customer experience management.
Yes, Quality parameters can change over time. However, as client requirements may vary, new processes may be introduced, or industry standards may be updated.
Best practices for implementing quality parameters in BPO include collaborating with clients to define clear expectation, Providing regular training and coaching to CSRs, Using data-driven decision-making for process improvements, and Promoting a culture of continuous improvement.
A Quality Analyst in BPO, is a professional responsible for monitoring, evaluating, and ensuring the delivery of standard of services provided by CSRs
