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Customer service call quality checklist

Customer service call quality checklist

A customer service call quality checklist ensures adherence to standards, improves service, and resolves customer issues effectively. It covers active listening, understanding needs, and feedback. Beneficial for agents, managers, supervisors, and auditors.

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Reduce background noise

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If you’re responsible for the customer service experience at your company, then you know that call quality is essential. A poor customer service call can lead to negative reviews, lost customers, and even decreased revenue.

That’s why it’s vital to make sure that your team provides calls are of the highest quality. We have created a checklist so that your team can follow it and deliver the best customer experience possible.

The importance of a customer service call quality checklist

There’s no denying that providing excellent customer service is key for any business. After all, happy customers are more likely to remain loyal and continue doing business with you. Plus, they’re also more likely to recommend you to others.

That said, ensuring that your customer care team is providing quality service can be a challenge. By having a set of guidelines for your team to follow, you can ensure that every call is handled professionally and effectively.

You can use a customer service call quality checklist to determine whether or not your customer service representatives are providing high-quality service. It can identify training opportunities for them. It can also help you benchmark your contact center against others in your industry.

Who can benefit from a customer service call quality checklist?

Customer service agents

In case you are a customer service agent, following a call quality checklist can help you deliver better service and avoid potential mistakes. With a checklist, you’ll know exactly what needs to be done on each call.

Additionally, using a checklist helps you troubleshoot problems and resolve them promptly. If you’re constantly having to ask your supervisor for help, a quality checklist can provide the guidance you need to resolve issues yourself.

Call center managers

If you’re in charge of hiring customer service reps, then a call quality checklist can assist with identifying the top candidates.

You can also use this checklist to train new customer service reps. With a set of guidelines for them to follow, you can help them learn and get up to speed quickly.

Team supervisors

If you oversee a customer service team, a quality checklist can help you manage and identify areas for improvement. By regularly monitoring calls and providing feedback, you can help your team deliver better support and achieve your business goals.

Additionally, a quality checklist can help you develop processes for handling common customer issues. Set proper procedures in place to help your team resolve issues quickly and efficiently.

Quality auditors

In case you’re responsible for auditing customer service calls, a call quality checklist can help you pinpoint the potential for change. It will allow you to ensure that all calls are being handled following the company’s standards.

Explore our customer service call quality checklist

One of the most necessary things you can do to improve the quality of calls is to reduce background noise. This includes both external noise (e.g. traffic, construction) and internal noise (e.g. chatter, echo).

Why is it important to reduce background noise?

If your customers can’t hear you or vice versa, it’s going to be a frustrating call for all parties involved. To have insightful and undisturbed conversations, the customer and the call center agent must be able to hear one another.

How to reduce background noise?

Always take calls in quiet places to help minimize external noise. Provide your reps with clear instructions on how to reduce background noise so they can apply them.

You can also invest in noise-canceling headsets for your call center team. They help reduce internal noise and improve call quality.

Customer support agents taking notes from calls

Which tools to use for reducing background noise?

echo cancellation system
microphone with noise suppression
noise-canceling headset

Ensure that center agents set the right volume for when they speak.

Why is it important to check speech volume?

If the volume is too low, customers may not hear you. If it is too high, it can be difficult for them to understand what you’re saying. Find a happy medium when it comes to the volume of your voice – you don’t want to shout, but you also don’t want to whisper.

How to check speech volume?

Make sure that you’re speaking clearly and at a moderate volume. If you’re having trouble being heard, try cupping your hand around your mouth to make you sound louder.

You can also try using a voice amplifier, which is a device that you can wear around your neck or clip to your clothing. This will help to strengthen your voice and make it easier for the customer to hear you.

Unlimited call recordings in LiveAgent's call center software

Which tools to use for checking speech volume?

voice amplifier
sound software
recording system

You need to verify the customer’s contact information before you start a call with them. This includes their name, phone number, and email address.

Why is it important to verify the customer?

If you have the wrong contact information for a customer, this can make it difficult to resolve their issue or even get in touch with them at all. Additionally, if you need to transfer the call to another department, it is helpful to have the correct contact information on hand.

How to verify the customer?

Look up the customer’s information in your company’s database. This is helpful if the customer is having trouble providing their contact information or if you need to check it quickly before your next call.

Which tools to use for verifying the customer?

customer relationship management (CRM) system
company database
lead nurturing software

It’s crucial to be an active listener on customer service calls. This means that you’re not only hearing what the customer is saying, but also responding to their needs.

Why is it important to listen to clients actively?

Active listening is a key part of providing bespoke customer service. It shows the customer that you’re engaged in the conversation. Active listening can also help to prevent miscommunication and misunderstandings.

How to listen to clients actively?

Give your customer your full attention, meaning no multitasking. Try to focus on the conversation and avoid distractions.

Also, make notes so that you can always come back to what your clients have said.

Which tools to use for listening to clients actively?

call recorder
transcription software
customer relationship management software
note-taking software

Understanding the caller’s needs and concerns before you begin can help you navigate the conversation more effectively.

Why is it important to understand the caller’s needs and concerns?

If you don’t understand the caller’s needs, it can be difficult to resolve their issue. If you are unaware of the customer’s concerns, you might accidentally say something that makes the situation worse.

How to understand the caller’s needs and concerns?

Just ask them directly – this is usually the quickest way to get an understanding of what they need. You can also send them surveys, forms, or polls to engage with. In this way, you can gather the information you need for your sales call.

Which tools to use for understanding the caller’s needs and concerns?

forms and surveys
open-ended questions
templates and call center scripts

Once you’ve gathered all of the necessary information from the customer, it’s time to open a ticket in LiveAgent. This will help to ensure that the issue is resolved as quickly as possible.

Why is it important to open a ticket in LiveAgent?

LiveAgent is only an option here, but it can streamline the process of managing all of your tickets and help get your customer service on track. All agents will be able to solve issues faster and more efficiently with tickets.

Ticketing feature in Help desk software - LiveAgent

How to open a ticket in LiveAgent?

To open a ticket in LiveAgent, you’ll need to gather the following information from the customer:

name
contact details
a description of the issue

Once you have all of this data, you can log into LiveAgent and create a new ticket. Fill out all of the required information so that the agent handling it can resolve the issue quickly.

A ticket management system collects all customer communication into one place. Interactions can be gathered from multiple channels – email, social media, phone calls, and forums – then transferred to tickets.

In this way, whenever a customer contacts you through their preferred channel, you will see the history of your contact with them.

Which tools to use for opening a ticket?

LiveAgent advanced ticketing software
customer relationship management (CRM) system
help desk software

Once you have gathered all of the required info and set up a ticket, you should fill it out appropriately.

Why is it important to fill out a ticket?

Tickets track the progress of an issue and they can also be used to communicate with other members of your team.

How to fill out a ticket?

When filling out a ticket, include all relevant information about the issue, necessary details about the customer, as well as any notes that you took during the call.

Create a ticket in Help desk software - LiveAgent

Which tools to use for filling out a ticket?

LiveAgent ticketing system
help desk software
note-taking app
call recorder

If you need to, check your company’s internal knowledge base for information about the issue. This can be helpful if you’re not sure how to resolve it.

Why is it important to refer to the internal knowledge base?

An internal knowledge base can be a valuable resource for solving customer issues and can help you avoid making mistakes.

How to refer to the internal knowledge base?

Use the search function to find specific information. This is usually the quickest way to find what you’re looking for, and it allows you to narrow the results to only relevant information.

You can also browse the knowledge base by category. This can be helpful if you’re not sure what keywords to look for in the search function.

Which tools to use for referring to the internal knowledge base?

LiveAgent knowledge base
documentation
tutorials and guidelines
scripts for customer service

Once you have all of the necessary information gathered in the form of tickets, it’s time to identify the options for resolving the situation.

Why is it important to clearly state the options for resolving the issue?

A customer who does not understand your proposed resolution might not be able to make an informed decision. This may lead to frustration on the part of the customer. For you, it might lead to a longer call time as you try to explain the options.

How to clearly state the options for resolving the issue?

You should present the solutions clearly and concisely. Ensure you provide all of the relevant information about the different options, including the pros and cons of each. You should also give the caller a recommendation regarding which option they should choose in their particular case.

Which tools to use for clearly stating the options for resolving the issue?

call center scripts
written procedures
knowledge base
guidelines for redirecting the call

In addition to questions about the options for resolving their issue, the customer might still want to ask something else about the problem itself.

Why is it important to answer any questions?

It is crucial to answer every question the customer may have so that they feel fully understood. If you don’t answer the customer’s questions, they might be confused about what’s going on. Additionally, they might feel like you’re not interested in helping them resolve their issue. Consequently, customer satisfaction scores may suffer.

How to answer any questions?

You should anticipate your customer’s questions and answer them promptly. If you need more time to come up with an answer, ask the customer for patience. Use scripts and templates for the most common questions.

Which tools to use for answering any questions?

scripts
knowledge base
FAQ templates

At the end of the call, summarize the arrangements that were made. This should include a timeline for when and how the issue will be resolved.

Why is it important to summarize the arrangements?

The customer will know what to expect and they will not have to call back. You will have all of the details in one place, which can be used to hold you accountable.

How to summarize the arrangements?

When summarizing the arrangements, you shouldn’t just read off of a script. Personalize what you say for each customer and make sure that you’re providing all of the relevant information. Be specific about what will be done and when.

Which tools to use for summarizing the arrangements?

scripts
written procedures
summary templates

It’s helpful to send a follow-up message after the call. This can be an email, text message, or even a handwritten note.

Why is it important to send a follow-up message?

Sending even a short message shows the customer that you want to build a relationship with them. It also allows you to add any more information that might be useful.

How to send a follow-up message?

Your follow-up messages should always be personal and relevant. You can also include a link to the transcript or recording of the call. Remind the client of the arrangements that were made and when they can expect a resolution.

Which tools to use for sending a follow-up message?

email template
text message template
marketing automation software
attachments

After the issue is resolved, you should send a thank-you email.

Why is it important to send a thank-you email?

A thank-you note shows the customer that you care about their satisfaction. It’s still nice to thank them for the interaction, even if the issue hasn’t been fully resolved.

How to send a thank-you email?

Focus on what you want to thank the customer for. For example, you can thank them for their time, patience, and/or understanding. If you do it right, this can be a great way to build rapport with the customer. You may want to send this message if you intend to offer additional discounts or coupons too.

Which tools to use to send a thank-you email?

email template
attachments
discounts

When everything is said and done, it’s crucial to ask for feedback. You can do this via a survey, email, or even by phone.

Why is it important to ask for feedback?

Getting customer feedback allows you to improve your work. Actionable feedback can help you resolve issues, as well as avoid making the same mistakes in the future.

How to ask for feedback?

Be clear about what you’re looking for, but also make it easy for the customer to provide feedback. For example, you can ask them to rate their satisfaction with the call on a scale of one to five.

Implement customer feedback survey - LiveAgent

Which tools to use for gaining feedback?

survey software
NPS forms
polls
open-ended questions

If the issue was resolved during the call, you should close the ticket.

Why is it important to close the ticket?

Closing the ticket ensures that the customer’s issue is marked as resolved and prevents them from being contacted again about it. This helps you keep track of which issues have been resolved and which ones are still open.

How to close a ticket?

When closing a ticket, make sure that all relevant information has been entered into the system. This includes the resolution, the date of the call, and the name of the customer. Also, include any constructive feedback that you received from the customer.

Which tools to use for closing a ticket?

ticketing system
help desk software
CRM software

The components of an excellent customer service call

There are a few qualities that a successful customer service agent should have.

An agent should:

Have positive attitude

Having a positive attitude can change the whole dynamic of a call. If an agent is feeling negative, it will come through in their voice and attitude. The customer can sense this and it will only make the situation worse.

Be sincere

Sincerity is important in customer service because clients can tell when an agent is being disingenuous. This can turn potential positive customer interaction into a negative one. With sincerity, customers can tell that an agent is interested in helping them.

Demonstrate competence and professionalism

An agent needs to know what they’re talking about to provide excellent customer service. This includes being up-to-date on product information and understanding the company’s policies.

Keep the conversation simple and to the point

Customer service calls can be complex, so it’s helpful for agents to keep the conversation simple and to the point. This includes using clear and concise language. Additionally, it means that an agent shouldn’t try to upsell to the customer straight away or provide too much information.

Speak clearly

Agents must speak with clarity so that the customer can understand them. This includes enunciating words and speaking at a moderate pace. Additionally, it means avoiding jargon and using simple language.

Use the caller’s name

Using the caller’s name is a way for the agent to build rapport and show that they are interested in the customer. It also makes the conversation feel more personal, which can help to build trust.

Leaves the customer satisfied

The goal of every customer service call is to leave the customer satisfied. This means that the issue should be resolved and customer expectations met. It’s also important for agents to thank the customer for their time and patience.

Summary of the customer service call quality checklist

Reduce background noise
Check speech volume
Verify the customer
Listen actively
Understand the caller’s needs and concerns
Open a ticket in LiveAgent
Fill out the ticket
Refer to the internal knowledge base (if required)
Clearly state the options for resolving the issue
Answer any questions
Summarize the arrangements
Send a follow-up message
Write a thank-you email
Ask for feedback
Close the ticket if resolved

An agent should:

Have a positive attitude
Be sincere
Demonstrate competence and professionalism
Keep the conversation simple and to the point
Speak clearly
Use the caller’s name
Leave the customer satisfied

Frequently Asked Questions

Why is call quality important in a call center?
Call quality is crucial because it can directly impacts customer satisfaction and retention. If customers have a poor experience due to low call quality, they are less likely to continue using the company's services or products. It can also impact the reputation of the company, as poor call quality may be seen as unprofessional.
How do you measure call quality?
The quality of service can be measured in several ways, including by looking at call clarity, call drop rates, and echo. Measuring call quality can be used to troubleshoot problems with individual calls or to track trends over time. By identifying and addressing issues with call quality, businesses can improve customer satisfaction rates and reduce costs associated with poor quality calls.
What is call quality monitoring?
Call quality monitoring is the process of assessing the quality of a phone call. This can be done by listening to recordings of calls or by using special software to monitor call quality in real-time. Call quality monitoring can be used to identify problems with a phone system or assess agent performance.
What are the call quality parameters?
There are a few different call quality parameters, but the most important ones are usually sound clarity and sound volume. Sound clarity is how well the person on the other end of the call can hear you. This is usually determined by the quality of your Internet connection and your distance from the phone. If you’re too far away or your Internet connection is poor, your call may be fuzzy and difficult to hear. Sound volume is how loud you sound to the other person. This is usually determined by your microphone and speaker settings on your phone. If you have your phone set too low or if there’s a lot of background noise, the other person will have trouble hearing you speak.
What is the industry standard for response times to calls?
The industry standard for the average response time to calls is as short as possible. In today’s fast-paced world, customers expect businesses to be available 24/7. They will often take their business elsewhere if they feel they are not being given the attention they deserve. That being said, it’s crucial to make sure your team is prepared to handle a high volume of calls, and that your customer service representatives are trained to deal with callers quickly and efficiently.

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