How to Improve the Quality Scores in a BPO

How to Improve the Quality Scores in a BPO

Every call center's performance is measured on a few metrics e.g CSAT, NPS, AHT, Call quality, etc. Quality Scores of a specific process are one of these performance indicators. 

How to Improve the Quality Scores in a BPO
How to Improve the Quality Scores in a BPO

Quality scores play a crucial role in call centers' performance and business. Higher quality scores mean the call center is delivering customer experience with excellent quality while lower call quality means poor customer experience which can cost the entire business to call center. Hence every call center keeps working on improving the call quality of the process.

In today's blog, we will discuss "How to improve the Quality Scores of a BPO".

Though there are many traditional ways to improve a call center's quality, however below are the top 5 proven recommendations to enhance the process quality score.

1. Regular Audits:

Regular call/chat audits can give you insights into the process challenges or how many experts need improvement in call quality. This is why every call center has a dedicated quality team. The primary KRA of the quality team is to audit calls daily (as per the targets assigned) and share feedback with the experts so that call quality can be improved.

Also read: Type of call audits in a call center

Apart from sharing feedback with experts, a quality evaluator can also highlight process flaws and can suggest script changes to the client (if required).

2. Call Calibration:

Like the regular call audits, a call center should also ensure that a scheduled call calibration is placed weekly/daily. This call calibration session can be with the client or with an internal team.
Generally, the internal call calibration happens between quality evaluators, ops supervisors, and experts ( in a few cases). 

This strategy helps to evaluate the call quality parameters, and experts' score and ensures that quality and ops departments are on the same page.

The other benefit of call calibration sessions is the emphasis on the importance of quality parameters. Post-evaluation of parameters same is disseminated to the experts which results in the improvement of quality scores.

2. Refresher Training:

Refresher training of experts plays an important role in product understanding, improving the score of BQMs, and improving the call quality of the process. 

With the help of regular call audits and call calibration, a call center can identify BQ (Bottom Quartile) agents in a process and a refresher session can be conducted with these experts to make them understand the importance and role of call quality for customer satisfaction.

Also read: Role of trainer in call center

One best practice is to prepare a one-slide coaching and role-play guide and share it with the experts to have a quick glimpse before starting the shift every day.

4. Shift Huddles:

Shift huddles are very important to keep sensitizing the experts about their quality scores and quality parameters they need to work on. Often, call centers prefer to take pre-shift huddles so that before seating at their workstations, experts understand the soft skills and other quality parameters and can be more quality focused while delivering the customer experience.

The other major reason for initiating shift huddles is to reiterate all recent process-related updates to experts so that experts who were absent or are coming from a long leave must be aware of the rollout.

5. Conducting PKT:

PKT is an abbreviation of the Product Knowledge Test. As the name implies PKT is a common written test for every expert to check their knowledge about recent product-related updates in the process.

PKT can be conducted once or twice a month, which is very helpful to gauge agents' and support staff's process knowledge.PKT can be subjective or objective as per the process needs.

Learn more about PKT by clicking on the link.

In addition to the above-mentioned recommendations, there are multiple other ways by which you can lift the quality scores. A few of them are mentioned below:

  • Stern real-time monitoring.
  • Regular feedback sessions
  • Mentor-Mentee programme
  • Clustering of agents.
Often, as per the contract and client requirement, a call center aims to achieve a 90% of quality score for the process, failing which can also be put under the penalties section of the RNP grid.

At the end of my article, I leave you with a quote from Peter Drucker that defines the importance of quality in the modern customer-centric era.

"Quality in a service or product is not what you put into it. It is what the client or customer gets out of it."

I hope the recommendations shared in this article will help to lift your call center's quality.

Let me know your thoughts in the comment box.

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