Call auditing involves evaluating and reviewing your contact or call center’s performance to make sure maximum efficiency and team productivity.
An efficient call audit process can make it easier to discover opportunities, strengths, and weaknesses by determining if the operation meets specific, measurable performance criteria.
Ultimately, a successful call audit will provide insights into precisely what is occurring within the contact center. You possibly can then utilize the information collected to make improvements.
In this text, we’ll provide a checklist for conducting a call audit and inform you easy methods to use the outcomes to enhance your contact or call center operations. We’ll also highlight the importance of conducting call audits.
Table of Contents
Let’s dive in.
Whether you run a BPO call center or contact center, call auditing should form a part of your quality assurance process.
Since there are lots of points of the contact center to think about, you should approach the decision audit process methodically for it to be effective. For this, you can enlist an auditing services company, independent auditor, or undertake the method yourself along with your team’s assistance.
Here’s a simple call audit checklist to make it easier to start:
1. Define call audit guidelines
Your guidelines should include the aim, goals, and auditing procedure, and metrics for every audit. This can ensure fairness and uniformity throughout the method.
Setting guidelines includes:
- Deciding on deadlines and milestones for progress reviews.
- Identifying chief stakeholders, assigning ownership to specific team members, and gaining buy-in from them.
- Identifying the way you will align audit outcomes with business objectives.
2. Deal with key KPIs
A successful call audit focuses on an important KPIs (Key Performance Indicators) affecting the 4 primary facets making up a contact center.
The important thing points of the contact center to think about are:
A. Inbound and outbound calls
Crucial activity of any contact center is making and receiving calls. So that you’ll have to discover and assess every aspect of your calls to make sure optimal efficiency and satisfactory contact center performance.
The important thing areas to look at include:
- Call classification: Amount of unsuccessful calls, including busy, no answer, invalid number, etc.
- Call cost/advantages evaluation: How much each inbound or outbound call costs your enterprise.
- Call flow structure: Determine whether the decision script is as effective as possible.
- Call quality: Here there are a number of points to think about.
- Did the agent follow the method for confirmation of caller identity?
- Review the agent’s service level and product knowledge.
- Determine if the agent was in a position to resolve the shopper’s issue.
B. Your internal processes
Next, you’ll need to guage your internal processes.
Thoroughly examine procedures, policies, and processes and determine whether or not they will be improved or eliminated altogether to quicken the shopper’s journey.
For instance, one critical procedure to guage is your call script.
When evaluating your call scripts, the audit team should ask the next questions:
- Are they well crafted and straightforward to grasp?
- Are they updated each time something changes inside your organization or industry?
Your call scripts will differ depending on whether your agents are offering skilled services or selling goods and services to consumers.
Also remember to retain records of each call that’s audited. This manner, you possibly can ensure your contact center team receives accurate and actionable audit results.
C. Customer experience
Call auditing can make it easier to ensure consistently high customer support standards on all calls. This may boost client acquisition and retention, ultimately improving profitability.
Listed below are a number of metrics you can use to measure your customer experience:
- Customer satisfaction (CSAT) Rating: Customer satisfaction scores can vary widely based on the form of CSAT query asked. The closer the rating to 100%, the higher.
- Net promoter rating (NPS): These scores can range between -100 and +100. A rating closer to +100 is nice. A negative rating means more customers usually are not more likely to recommend you than are.
- Customer effort rating: This rating might be somewhere between 1-5, the lower the number, the higher, meaning customers need to put within the least effort.
Try the Top 11 Customer Experience Metrics to begin tracking today.
D. Agent performance
Contact or call center agents are your customers’ point of contact. So with every customer interaction, agents can either create completely satisfied customers or cause the corporate to lose revenue. That’s why evaluating agent performance is critical to the decision audit process.
You possibly can evaluate agents using the next metrics:
- Adherence to schedule: Whether an agent is sticking to their schedule and answering or making calls once they are rostered to achieve this..
- First call resolution: What number of calls are resolved on the primary contact. A high FCR means high productivity, indicating that an agent takes fewer interactions to resolve issues.
- Call handling time: This call center metric will make it easier to determine how long a customer is waiting to receive a resolution. A high average handle time signifies that customers wait a protracted time between responses. This is usually an indication that agents need additional training or that it is advisable to address issues along with your internal processes.
3. Make use of the best software
Up to now we’ve discussed what points of your contact center have to be assessed in a call audit. But without the right tools, you won’t find a way to do any of this.
For probably the most efficient call auditing process, you’ll need two categories of tools – one to measure agent performance and one other for call monitoring to guage each customer call.
A. For agent assessment
Listed below are one of the best tools for evaluating contact center agent performance.
i) Time Doctor
It also increases visibility to maintain leaders and clients informed with measurable work insights and evidence of billable hours.
Key features
It has several handy features to assist manage your agents’ performance:
A. User-friendly time tracking
You possibly can track time using two convenient modes.
The interactive timer permits you to track time for various tasks using an easy start/stop timer. So, your agents could track time spent on specific calls, different customer’s calls, time spent resolving queries off the phone, etc.
The app will proceed to trace time silently within the background as they work.
B. Work schedules
The work schedule feature allows contact or call center managers and administrators to create work schedules and track agent attendance in real-time.
- Add or modify a single shift or make bulk edits.
- Create flexible shifts for any period as much as every week.
- Set different schedules for agents.
- Access detailed attendance reports.
C. Comprehensive productivity reports
Gain actionable insights into an agent’s productivity with detailed reports.
A few of these reports include:
- Activity summary report: Shows an agent’s energetic and unproductive time, all the way down to the second, for a selected time-frame.
- Timeline report: View the time agents spend working and on breaks in day by day and weekly formats.
- Web & app usage report: See which web sites and apps agents spend their time on and for the way long, in real-time to assist discover distractions and time-wasters.
D. Optional screencasts
This feature will be enabled/disabled for every user.
Note: To guard agents’ privacy, the administrator can blur sensitive information within the screenshot.
E. Client login access
F. Work-life balance feature
The app can detect if a team member worked:
- Too many hours.
- Late hours.
- Outside of scheduled hours.
- On the weekend.
You’ll find a way to see who has the very best variety of potential work-life balance issues based on the foundations your organization specifies.
Pricing
Customer rankings
- G2: 4.4/5 (280+ reviews)
- Capterra: 4.5/5 (400+ reviews)
ii) ActivTrak
ActivTrak is a cloud-based team management tool that gives insights into agents’ day by day working hours and tracks time routinely.
Key features
- Offers real-time insight into team activity while they work using the dashboards.
- Checks how agents spend their time across multiple applications.
- Generates additional records based on tracked time to supply insights into productive and unproductive activities by day, week and month.
- Identifies over and under-utilized agents to assist balance workloads.
For more about ActivTrak’s features, take a look at this detailed review.
Pricing
ActivTrak has a free plan. Paid plans start at $9/user per 30 days.
Customer rankings
- G2: 4.5/5 (190+ reviews)
- Capterra: 4.6/5 (530+ reviews)
iii) Teramind
Teramind is an worker monitoring and behavior tracking solution with several productivity optimization tools. It also offers data loss prevention and legal compliance functions.
Key features
- Tracks all agent actions on the pc and generates detailed reports.
- Monitors team activity to make sure compliance with company guidelines and regulatory compliance with state and federal laws.
- Records videos of user actions on the pc.
- Offers protection against data loss, system breaches, data leaks, and IP theft.
Pricing
Teramind’s paid plans start at $12/user per 30 days (5 user minimum). In addition they offer a 14-day free trial.
Customer reviews
- G2: N/A
- Capterra: 4.6/5 (60+ reviews)
B. To research calls
Listed below are a number of useful solutions to deconstruct and evaluate each phone call.
i) Talkdesk
Talkdesk is a preferred end-to-end contact center software solution that uses AI (Artificial Intelligence) to enhance operational efficiency. It also offers basic functionalities for productivity management.
Key features
- Shows customer experience and agent activity analytics in real-time dashboards.
- Enables automation of services like customer self-service, fraud mitigation, and AI.
- Provides encrypted audio and screen recording for increased security.
- Enables you to review recordings from multiple phone lines.
Pricing
Talkdesk’s plans start at $75/user per 30 days.
Customer reviews
- G2: 4.4/5 (1800+ review)
- Capterra: 4.5/5 (670+ reviews)
ii) Nice CXOne
Nice CXOne is a cloud-based customer experience and call recording solution that utilizes AI, bots, and automation to optimize customer support.
Key features
- Records calls and manages calls from quite a few channels in a single system.
- Shows sentiment evaluation and voice transcription in real-time.
- Records interactions from various channels including video conferencing, chats, social media, and phone calls for quality monitoring.
- Enables you to customize call journeys from start to complete using focused AI.
Pricing
Nice CXOne offers a free 60-day trial. Please contact their sales team for pricing information.
Customer reviews
- G2: 4.3/5 (1550+ reviews)
- Capterra: 4.2/5 (510+ reviews)
iii) Ameyo
Ameyo is an AI-powered cloud customer engagement software that supports inbound and outbound calls, mobile apps, IVR (Interactive Voice Response) and one-one internal team chats.
Key features
- Routes calls routinely to probably the most qualified agent to deal with the problem.
- Lets agents communicate with clients via an internet service using their preferred channels like WhatsApp.
- Permits you to reach out to multiple leads directly with the auto dialer.
- Tracks all calls and agent activity so you should use the information on your contact center audit.
Pricing
Please contact Ameyo for a custom quote.
Customer rankings
- G2: 4.3/5 (1550+ reviews)
- Capterra: 4.1/5 (70+ reviews)
Next, let’s see how you possibly can put the outcomes of your call audit to good use.
4 steps to utilizing call audit results
Once your contact or call center audit is complete, it’s essential to determine a reporting structure and plan the way you’ll utilize the outcomes.
Step 1: Compile an audit report
Compile a comprehensive and simply readable report based in your findings.
Your audit reports should include:
- A niche evaluation: Weighing the present state of the business against company goals.
- Measurements against best practice: Use the audit findings to measure your contact or call center’s performance against industry standards and benchmarks.
- Make recommendations: Map out initiatives that can improve efficiency and have been quantified.
Step 2: Communicate the outcomes
Share your results along with your executive leadership team first in order that they can understand the problems that have to be addressed. Following this, you possibly can share the information with the remaining of the team.
Step 3: Develop a plan of motion
Plan the way you’ll address problematic issues identified by the decision audit. This could be a step-by-step plan outlying the plan of action.
Step 4: Implement corrective measures
The ultimate step is taking corrective motion company-wide. You possibly can do that in stages based in your rigorously devised motion plan.
Next, let’s examine why regular call auditing is critical for any contact center.
Importance of conducting call audits
Wish to retain industry competitiveness and make sure the profitability of your BPO business?
Then it’s critical to conduct call audits often.
Listed below are the advantages of call audits:
- Discover areas for performance improvement.
- Pinpoint weaknesses inside the contact center and discover unaddressed business needs.
- Discover possible compliance issues.
- Discover opportunities for brand new business, technology upgrades and workflow optimization.
Final thoughts
Understanding how your call or contact center operates is critical for any service-based business. The actionable insights you attain with a call audit will enrich the shopper journey, improve performance and profitability.
With excellent attendance, performance management, and analytical features, it might probably make it easier to improve productivity and ensure the very best levels of customer support.