Federica Paolicchi Federica Paolicchi - 26 July, 2018 - 6 ’ read

Customer Service: ensure quality standards and identify best practices.

Establishing a strong initial connection with customers is paramount for long-term success. When reaching out to Customer Service, prompt and effective responses are expected, ideally with a touch of warmth. Supervisors also aim for clear communication within their teams, providing guidance and support to ensure calls are handled effectively, especially for new employees.

Now, can you imagine having tools directly available on the console agents use to handle calls that allow to do precisely this in an easy, discreet and functional way? 

Imagicle equips you with a number of intuitive tools and integrations to make sure the quality of your customer service is always top-of-the-line, making your business remarkable for every calling customer.

Customer service quality monitoring: 15 best practices.

1 A new, modern, cleaner workspace.

Imagine you’re a customer service agent having to handle multiple, sometimes concurrent calls. The user interface you do it from can make or break your performance. Nowadays, agents need fully digital, intuitive interface that give them everything they need at a fingertip: answering, transferring if needed, hanging up, browsing customer information, and more.

Imagicle offers Agent Omnichannel Console, a comprehensive solution that keeps everything clean and in one place, placing together call commands and even chats for a comprehensive, easier experience.

2 Enable multiple channels.

Not all problems require a phone call. Some people might just prefer sending a message over chat to solve their issue. This is very typical of younger generations, who surely won’t call you if they can’t download the newest version of your product, change their appointment, and so on.

By enabling users to contact you via WhatsApp, Messenger, Telegram, website chat, and more, you’re opening up new avenues from them to you, making it easier for them to talk to you and thus more eager. And the best part? Agents will find every chat, from every channel, into their Agent Omnichannel Console.

Customer Service: ensure quality standards and identify best practices.

3 Cut down waiting times.

Enabling chat channels and an intuitive interface already works wonders in cutting down waiting times. Chats are naturally quicker, and knowing where everything is enables agents to work faster.

With Imagicle, you can also add features to keep queues under control and welcome customers automatically through traditional or conversational IVR. This will make sure that every call reaches the right department in a timely manner.

4 Transfer calls to the right operator. Always.

Sometimes, an agent might receive a call and not be the most competent person to handle it. Or maybe, they’ll find out the customer needs someone else’s knowledge mid-call. Ensuring every call is directed to the most appropriate agent is crucial for operational efficiency and customer satisfaction. This not only reduces the call handling time but also increases the chances of first-call resolution. Imagicle Advanced Queueing helps in achieving this by giving a clear view of who’s calling and why, allowing to route the call to the designated specialist. This level of precision in call distribution minimizes the need for transferring calls multiple times, thereby enhancing the overall customer service experience.

5 Monitor queues in real time.

With Imagicle, supervisors can leverage a real-time dashboard to have a clear view of every queue, but also agent status and activity, making sure that agent efficiency is always at best and allowing for them to help any agent in need.

Customer Service: ensure quality standards and identify best practices.

6 CRM pop up. Know caller info at a glance.

Knowing your caller’s history before picking up the phone significantly enhances the quality of customer service you can provide. With the CRM pop-up feature offered by Imagicle, customer information appears automatically as the call is incoming, enabling agents to personalize their approach and solve issues more efficiently. This immediate access to customer data not only fosters a deeper connection but also streamlines the resolution process by providing context and history, making every customer feel valued and understood.

7 Silent Monitoring. Listen to conversations first-hand.

Customer Service: ensure quality standards and identify best practices.

Silent monitoring enables supervisors to listen in on conversations between operators and customers. While the supervisor can hear both sides, neither the operator nor the customer can hear the supervisor. 

For instance, if you’re a supervisor training a peer and observing them handle calls, you can later sit down with them, review critical aspects, strategize their training, and enhance performance with tailor-made solutions. This eliminates the need for the operator to recap the call they had later on, leaving no room for misunderstanding and saving everyone’s time. Additionally, seeing caller and operator names together allows supervisors to choose which calls to monitor, focusing on calls that require attention.

8 Whisper Coaching. Guide your operators on the field.

Customer Service: ensure quality standards and identify best practices.

At times, just listening isn’t sufficient. You might find yourself needing to lead your operators through a sales transaction or support case, suggesting a different approach to ensure customer interactions are handled effectively, conveyed with the appropriate tone. Perhaps – why not? – you want to immediately share that insightful idea that’s on your mind.

Well, you can stop doing all this by waving your arms around or by handing notepapers to your operators while on the phone. You don’t even have to sit next to them and stare, avoiding any sense of pressure.

Whisper Coaching, a further enhancement on silent monitoring, allows supervisors to help operators in real-time. It’s one-way audio from supervisor to operator; therefore, whenever an operator needs assistance, the supervisor can initiate a whisper coaching call to talk to him without the caller hearing.

9 Record your calls. Automatically, compliantly. 

Recording customer service calls can serve multiple crucial functions, from ensuring compliance with legal standards to providing invaluable data for training purposes. With Imagicle’s system, this can be done seamlessly and automatically from the agent’s client, ensuring that every conversation is captured without adding any steps to the agents’ workflow. Importantly, all recordings are stored securely and are easily accessible for review, training, or compliance verification. This not only strengthens the customer service team’s ability to maintain high standards but also safeguards the company in regulatory matters.

10 Review your conversations with Voice Analytics.

Using Voice Analytics, businesses can now unlock deeper insights into customer interactions and service quality. This powerful tool analyzes recorded calls to identify patterns, detect sentiment, and evaluate the effectiveness of communication strategies. By leveraging voice analytics, companies can pinpoint areas for improvement, personalize customer experiences, and enhance training programs. This innovative approach not only boosts customer satisfaction but also empowers agents, providing them with concrete feedback on their performance and areas for growth.

Customer Service: ensure quality standards and identify best practices.

11 Monitor customer sentiment analysis.

Voice Analytics also gives the opportunity to understand and react to customer emotions can significantly enhance service quality and build stronger relationships. Sentiment analysis allows businesses to gauge the emotional tone behind customer interactions, whether they’re positive, neutral, or negative. By acknowledging and responding to customer emotions, companies can create a more personalized and empathetic customer service experience, leading to higher satisfaction and loyalty.

Customer Service: ensure quality standards and identify best practices.

12 Develop and follow scripts.

Developing a well-structured script for customer service interactions is key to maintaining consistency and quality in customer support. Scripts guide agents through the complexities of customer inquiries, ensuring they provide accurate, helpful information. Furthermore, scripts can be tailored to reflect the tone and brand of the company, allowing agents to build a more personal connection with customers. With Voice Analytics, making sure scripts are followed becomes easy: supervisors can look at transcriptions, tag them, search them by keyword and more, making sure the company’s tone is set consistently.

13 Set alerts. Be aware in real-time.

Customer Service: ensure quality standards and identify best practices.

By setting up alerts for chosen keywords, managers can instantly be notified whenever these topics are discussed, allowing for real-time insights and the opportunity to react promptly to emerging situations. This practice not only aids in maintaining the quality of customer service but also in gathering intelligence on customer needs and preferences, enabling a more tailored and responsive approach to service delivery.

14 Integrated with your daily tools.

Imagicle doesn’t just offer a intuitive workspace – we made sure our solutions work with the tools you use everyday. From your calling platform to your CRM/ERP and HR platforms, Imagicle seamlessly integrates to provide a unified experience.

15 Add AI to your teams.

Everything above can be streamlined by onboarding virtual agents or assistants to your teams. Imagicle offers both voice virtual assistants and chat virtual assistants, ready to be at your agents’ side and handle repetitive questions, standard queries, and take over for them when overwhelmed with tasks.

See all these features first-hand.

Book a free demo and deep dive into your next customer service strategy.

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