How Many Types of Chat Audit in a Call Center

How Many Types of Chat audit in a Call Center

The role of the quality department in every industry is very paramount. In the Customer service industry, particularly in a call center, the role of the quality team becomes more significant and prominent where the major focus is delivering high customer satisfaction.

How Many Types of Chat audit in a Call Center
How Many Types of Chat audit in a Call Center

Besides aiming to achieve customer satisfaction within the scope of quality parameters, the other role of the quality department is to improve the call/chat quality of a call center to control and gauge the misbehaving and profanity with customers by an agent.

Without further ado, let's start with the topic "How Many Types of Chat audit in a Call Center"

1. Recorded Audit:

This is the most common audit pattern followed by Quality Team in a call center. This is a standard method in which a quality evaluator can pick up any post-dated call and start auditing to rate the call quality

Often every quality evaluator is assigned a target to audit a specific amount of chats or calls per day or per week. These targets primarily do not specific to any driver or call length.

Mostly in call centers the quality score of a team or the entire organization is based on the calculated results of recorded audits only.

2. Live Audit:

Live audit plays an essential role when you are working on a specific object or improving the performance of bottom quartile agents.

By auditing the live chat or call you can get the actual root cause of why the agent is not delivering good quality on calls?

There are various advantages of auditing live calls. A few of them are mentioned below:

  • To gather any soft skill issue or area of improvement in the agent.
  • VOC (Voice of a customer) can be captured in real-time.
  • Real-time feedback sharing to the agent.
  • Educate the agent in real-time if the agent is pitching any misleading statement or sharing wrong information with the customer.
  • To assess the response of customers if a new process-related update is rolled out.
  • Most helpful for new hire agents where they need real-time assistance.

In addition to the above-mentioned reasons, there are other benefits which we can talk about in another blog.

Altogether live audit gives more insight about the process, agent, or customer than the recorded one but there are certain time or process constraints that sometimes do not allow the quality evaluator to audit live chat along with the completion of the daily target.

3. SBS Audit:

SBS audit is the abbreviation of Side by Side audit. In this process, a quality evaluator seats next to the agent and audits the call. The main benefit of an SBS audit is to assess the tool navigation knowledge of the agent.

SBS audit pattern is preferred over the live audit when your object is to improve agent-specific skills. The drawback of a live audit is that a quality auditor can only hear the call and  figure out whether the agent is sharing the proper information with a customer or not but is unable to garner the below information which is possible only in side by side audit:

  • Source of information of the agent.
  • How well versed the agent is in the process or to navigate the tool.
  • Post-call disconnection activity of the agent.
  • Why agent is taking more time to navigate or answer a simple question.
  • Why agent's AHT is so high.
SBS audits are very helpful when you want to deep dive into the process and improve a specific agent's performance.

4. Case wiseAudits:

Case-wise audits depend on the request by the client or as per the process requirement. Below are some common case-wise audits in the call center 

   1. Call/Chat Driver Audit:

There can be cases in a specific day or interval where the call center is not able to meet the KPI (abandoned, AHT, etc) or any other KPI has been negatively impacted. This may be due to a specific call driver and the client can ask you to share the RCA (Root Cause Analysis) of the instance.

Call driver-wise audit is helpful when the quality team has to share analysis or insights with the client about a particular driver.

    2. Short call Audit:

There can be instances where the client is raising the concern of high call disconnection or repeat call rate. That time short call audit is the best option to analyze whether agents are deliberately doing this act or the issue is from the customer's end of any other technical glitch.

    3.Bottom Quartile agent:

The best way to improve the performance of low-performing agents is to audit maximum calls. In such cases, a live audit is very helpful. Auditing live calls or chats will be helpful to figure out whether there is a skills issue or will issue with the agent.

Skils issues like  lack of process knowledge, soft skills, tagging, and disposition can be improved by refresher training and coaching
but will issues can not be improved.

These are some common audit patterns followed by most call centers. However, the audit pattern and type may vary as per the process and client requirements.


On this note allow me to wrap up the article and I will meet with you in my next article soon. 

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