Maintaining consistency in quality BPO service is an important part for providers in the competitive market. Ensuring the quality helps in increasing client satisfaction and operational efficiency. For this, companies rely on some specific performance quality parameters. With the help of these parameters, it becomes easy to evaluate the performance of the agent, customer experience, and process effectiveness.
In this blog, let's explore the 7 quality parameters in BPO to keep the operations efficient and effective for outsourcing.
1. Customer Satisfaction:
Customer satisfaction is an essential part of outsourcing services such as call center, tech support, and customer care. Under this measure, it gives the idea of how happy the customers are with the service they received. It is measured through various surveys, feedback forms, and post-call interactions with the customer.
2. Average Handling Time:
Efficiency in the average handling time of customer support is important for productivity and cost management. This measures the average time spent on each call, including talk time, hold time, and after-call work. It ensures that customers get a quick response regarding their issues or queries.
3. First Call Resolution:
This measures the percentage of customer queries resolved in the first interaction with the agent. Higher first call resolution denotes the efficiency in service and an increase in customer satisfaction with the service. It makes the service more reliable and trustworthy for the customers with their queries.
4. Error Rates:
Under this measure, the tracking of errors made by agents during calls is done. These errors could be incorrect information provided or wrong steps taken. With that, the provider will take measures to minimize these errors to maintain accuracy and quality.
5. Keeping up with Scripts:
Under this parameter, it is ensured that agents are following pre-defined guidelines or scripts for calls. It is essential to maintain consistency in quality and brand voice in calls or omnichannel services. The follow-up of the given guidelines, the agents offer consistent support via different channels other than calling.
6. Productivity:
It is an important aspect to keep track of the agents' work within the given timeframe or the due date of service delivery. The productivity of the agent is measured through sources like calls handled, tasks completed, or volume of work processed.
7. Agent Professionalism:
Keeping the communication of agents in a skillful, polite tone and overall demeanor during calls. Professionalism is an important aspect in building positive relationships with customers and creating a positive experience for them.
To stay competitive in the market of today's modern era, outsourcing services in India are maintaining a high-quality standard. It is not optional anymore but has become essential. The seven quality parameters discussed in this blog above are important benchmarks to evaluate and improve performance of the outsourced services and enhance customer satisfaction. Top BPO service providers such as Razor Infotech keep these parameters in check and deliver consistent, reliable, and effective services. Implementation and regular monitoring ensure that the operations are meeting client expectations and creating strong business relationships.