QUALITY ANALYST

Quality Analyst is one of the most important roles in the organization. Usually, we have a quality analyst in IT fields and BPO sectors. Here I like to discuss the quality analyst on BPO like what will be their work, How they will work, and what is the main role for the quality analyst.

What is a Quality Analyst in BPO?

A quality analyst is nothing but guiding the person in the right way to give the perfect call. Sometimes, all the agents will not be perfect, and not all the agents will do the mistakes. The quality analyst will look into tiny/ macro issues and guide them to change it.

What Quality Analyst do?

Mostly, a quality analyst job will be listening to the calls. They need to listen to the calls like sale calls, non-sale calls and not only calls they have to look on to the chat sale and non-sale too.

Usually, a quality analyst will have a set of parameters to follow. They need to follow the procedures like how to listen to the calls, what to markdown, what needs to escalate, so on.

Quality Parameters

Here we going to see some set of common quality parameters and their explanations.

1. Greetings
2. Probing
3. Paraphrasing
4. Objection handling
5. Dead air/ Mute
6. Pronunciation
7. Personalization
8. Active listening
9. Tone on call
10. Call etiquette
11. Hold Procedure
12. Closing

1. GREETINGS

The agent has to greet the customer on the call even if it is inbound or outbound calls. For example, “Hi this is Amy, you have reached ABC company”. The greeting is to make a customer trust but it depends upon the way the representative delivers the message. On all the calls, the greeting is very important.

2. PROBING

The customer will reach the agent for some query, at that time agent has to collect the details about the customer and also the issue-related questions. So that agent will get some idea about the problem and also it will lead to solving the issue very easily.

3. PARAPHRASING

Paraphrasing is nothing, but the agent has to confirm the issue from their end. So that customers and agents will be on the same path. Here, the agent has to reconfirm everything so that customers will correct or if it is wrong information shared. Also, no technical terms should use while reconfirming.

4. OBJECTION HANDLING

Normally, the customer will not welcome when someone sells/pitches something. In that situation, the representative has to handle the customer in a friendly way. Reps have to stem the customer in the right way so that customers will understand the product and also they may change their judgment.

5. DEAD AIR/ MUTE

We all hear the word ‘Mute’ in our daily life and also we use it. But when it comes to representative calls, mute should not be used frequently. Until reps get the necessary like coughing, sneezing, etc., that also only for 2 to 3 seconds. Dead air is nothing but, when there is no conversation between customer and representative on call without mute/hold then that scenario will consider as dead air.

6. PRONUNCIATION

Pronunciation plays a major role in the calls. Pronunciation is important while speaking to the customer. Because if any one of the words is not clear to the customer then there is no use of explaining to the customer. A representative has to be very clear on the pronunciation part so that they can convince the customer easily.

7. PERSONALIZATION

Personalization is nothing but using the customer’s first/last name on the call instead of using sir/ma’am. Preferably representative can use the last name of the customer so that the conversation will look good on call. But before using the last name of the customer, the agent should get permission from the customer end. Sometimes, the customer will not like to use their name and some customer hates using sir/ma’am repeatedly on call. It makes them irritate and it will lead to call disconnect.

8. ACTIVE LISTENING

Listening skill is very important to the reps while answering calls. Why because sometimes reps may lose their listening skill on call on that time customers may convey important remarks. So each and every information on the call is important for the reps. So the representative has to hold their full concentration with the customer.

9. TONE

The tone plays a role while communication with the customer. A representative tone will decide the call because the customer stays if the reps conversation is smooth otherwise they just hung up the call. Also, reps should not very rude on call if a customer is not binding with them. The representative tone has to be confident, soft tone with a smile on the face, while opening to closing the call. The tone should not be like sleepy, laziness, tiredness. Because the representative should understand that, each and every for the customer is fresh call so reps also take a call as first even if it is 1000 calls.

10. CALL ETIQUETTE

Each and every call should be professional, it should not be like a friendly talk on the call. A representative should avoid using proprietary language on call. Once reps started the call, they should not divert anywhere, full concentration should be on call. Complete call communication only on English, not any other language.

11. HOLD PROCEDURE

Usually, the customer calls us for some queries, so the representative needs some time to fix their queries. For that purpose, reps use a hold button for 2 to 4 minutes. But before placing the call on hold, reps must ask permission with the customer, and after fixing the issue, if reps unhold the call definitely thank the customer for waiting. Sometimes, the issue will not fix within 2 minutes, but the rep mentioned to the customer only 2 minutes of hold. So what has to do is, get back to the customer and again have to ask permission to extend the hold.

12. CALL CLOSING

Call closing is very important on each call. While closing the call, reps will come to know how the customer is happy with the service. If some customers maybe end with not interested, on that call also closing is important. The representative should be brisk and smile tone with call closing also.

Here we discussed some of the parameters which will be used in quality control. The quality analysts should notice very carefully on each and every call. Every parameter is important for an quality analyst. All these parameters will help to give the perfect call. So today we have got some ideas about quality analysts.

Here i have shared one link where we will get more ideas about the Quality Analyst: http://smistri.in/roles-and-responsibilities-of-quality-analyst-in-bpo-or-call-center/

Photos Source: Google.