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SQM Group’s 15 Proven Best Practices provide a comprehensive guide to providing excellent customer service in call centers.

COEUR D’ALENE, ID, USA, June 4, 2022 / — Many companies have outpaced the competition on product and price and are now trying to differentiate themselves by providing excellent customer service. In most cases, businesses rely on the call center to deliver an exceptional customer experience.

SQM’s view is that a call center should assess its operations staff, processes, and technology practices to determine efficiency, and then develop an action plan to improve customer service. Unfortunately, there is no cookie-cutter approach in call centers to achieving world-class Voice of the Customer (VoC) service.

SQM Group has developed the following 15 proven call center best practices for delivering excellent customer service. For an in-depth look at these best practices, read the 15 Proven Best Practices for Call Centers Blog.

1. RCF Obsessed to provide excellent customer service
What is FCR obsessed with? FCR’s obsession is regularly listening to customers using post-call surveys to improve and improve customer service. The FCR obsession also necessitates a paradigm shift in the way a business views customer service to resolve a request or problem using a call center.

2. VoC listening posts to measure and compare FCR
When the mission is to achieve high FCR and provide excellent customer service, the use of VoC listening stations is a must. Call centers that deliver exceptional CX use VoC listening stations to measure, track, benchmark, and improve FCR and customer service.

3. Recognize and reward VoC performance
Motivating agents to use desired CX behaviors to achieve high call resolution performance and retaining top agents are significant challenges. An effective recognition program will go a long way in helping management motivate agents to excel in delivering excellent CX and high call resolution and retain top performers in call resolution.

4. VoC Closed Loop FCR Improvement Team
The VoC Closed-Loop Improvement Process is a well-accepted continuous business practice for identifying areas for improvement and for implementing people, process, and technology practices that will continuously improve FCR and Service performance. customer.

5. Performance objectives of good customer service indicators
Many senior call center managers ask SQM the following questions about customer service: “What are the most important KPIs, what are the global call goals, and what are the best employee responsibility KPIs customer service?”

6. Hiring based on a customer-centric approach
Agent turnover is the number one issue preventing call centers from providing excellent customer service. A best practice for selecting an agent is to hire based on customer-centric fit. In other words, hire for attitude rather than aptitude.

7. Performance management integrates VoC data
The agent VoC performance management system uses VoC metrics such as FCR, call resolution and Csat based on post-call survey data to create agent accountability, performance reports, improvement plans, annual performance reviews and compensation.

8. Desktop apps that help agents achieve high FCR and excellent CX
SQM customers who have improved their FCR with a new desktop application have done so with a focus on improving FCR. Call centers are so complex that they require many different desktop applications to help agents manage calls to deliver FCR and excellent CX.

9. Subject matter experts help agents deliver FCR
Call center help desk agents assist frontline customer service agents in resolving calls or supporting a complex or escalation call from the original frontline agent to resolve the customer’s request or problem. In most cases, helpdesk agents are subject matter experts and can assist frontline agents and customers with their queries or issues.

10. Supervisors trained to coach agents for high FCR
SQM agrees with the opinion of the vast majority of call center professionals that agent coaching is essential. However, there is an opportunity to be more effective in coaching agents to improve FCR, call resolution, and customer service. Given the excellent opportunity to improve agent call resolution and Csat coaching, all supervisors should be trained on a VoC agent coaching model.

11. Quality assurance assessments include surveys and call compliance data
CQA combines call compliance metrics, judged by a QA evaluator, and service quality metrics, judged by a customer via a post-call customer survey or email. AQC is based on the principle of letting the customer be the judge of their own experience and is one of the best practices for driving improved FCR and customer service.

12. Call handling standards that help agents deliver FCR and Csat
To help agents learn effective call handling practices, SQM has developed a Call Resolution Delivery Model that defines the customer service standards an agent must follow to successfully resolve customer calls at the class level. 95% worldwide.

13. Have a comprehensive agent training program
Call handling represents a far greater opportunity for improvement than the soft skills for providing excellent customer service. SQM’s view is that improving the soft skills of agents has a much more positive impact on customer service than on customer service.

14. Top 5 Call Center Agent Performance Metrics
SQM’s experience is that most call centers that improve customer service do so by creating agent accountability for customer service metrics and reducing the source of agent error for repeat calls to resolve a request or a problem. Additionally, improving customer service based on motivation and creating greater agent accountability tends to outpace resolving the organizational source of error issues.

15. Using Service Recovery to Improve Csat and Retention
The primary purpose of a call center escalation support queue is to have agents working in that queue help customer service agents resolve a call or resolve a complex call or complaint by speaking directly to the customer. The agent support queue is the last line of defense in many cases to resolve a complex call or customer complaint and retain a customer.

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