For those of us in the accounts receivable industry, stellar customer service is imperative to a successful business. Now that’s not to say that every call you take is going to be smooth sailing, but it does mean that your agents need to be prepared to handle every call, regardless of the situation. That being said, it can be hard to evaluate just how well (or not) your agents are doing. Here are three tips for measuring call performance that’ll help keep you in the loop.
3 tips for measuring call performance:
1. Look at your customer satisfaction rates.
You’ve probably heard the saying that the customer is always right. It’s important that your agents make consumers feel that their concerns are being taken into account. This is done through empathy and overall positive communication. Measuring customer satisfaction can be done through a post-contact survey. These surveys are voluntary but will help you to understand if you enhanced or detracted from your customer relationships.
Where you can conduct a post-contact survey:
- SMS text message
- Star rating after web chat
- Staying on the line after a call
2. Determine if your agents are being productive.
Your agents’ productivity can be measured by many different metrics, but to see how they’re doing in relation to call performance, we look at first-call resolution. First-call resolution refers to how many calls are resolved in that first phone call between the agent and the consumer. This metric is a huge indicator of how well the call went. If an agent has a high first-call resolution percentage, then it’s likely that their calls are positive, helpful, and puts you on the right track to a reduced customer churn rate.
3. Check your contact quality.
How are you contacting your consumers? Are your agents being professional and courteous in their demeanor? Are your consumers being met where they want to be met? The collections industry often gets a bad rep because of the nature of the calls. While we know that each call is conducted with positive intent, it can be hard for consumers to feel the same when they’re being contacted with an unprompted debt-related call. Consumers want to pay their debts, but they want to do it on their own terms.
The best way to increase your contact quality is to put the ball in their court. With DirectDrop Voicemail, interruption isn’t a problem. Rather than receiving an unexpected phone call, they’ll receive a voicemail without their phone ever ringing. This lets consumers call back on their own time and terms when they’re ready. Providing a consumer with convenience goes further than the matter you’re collecting on.