When you know how to improve customer service in your bank’s contact center, or really any organization with multiple branch locations, you hold the key to maintaining customer satisfaction and loyalty, the key to your organization’s competitive advantage, growth, and success.
Improving customer service in your bank’s contact center or individual locations is crucial. One of the most effective ways to achieve this is by leveraging Quality Assurance (QA) data and implementing comprehensive coaching programs for your agents.
By focusing on these two key areas, your teams can deliver exceptional service that meets and exceeds customer expectations.
Leveraging QA Data
The benefits of different QA methods are interchangeable and globally applicable in quality assurance. Whether you choose Human-Verified AI, Telephone Mystery Shopping, or Call Audits, you’ll gain valuable insights into potential compliance issues, problem-solving abilities, protocol and script adherence, and overall customer experience.
Human-Verified AI
Human-verified AI combines the precision of artificial intelligence with the nuanced understanding of human oversight. It offers the benefit of AI algorithms that can analyze large volumes of customer interactions to identify trends, sentiment, and compliance issues. However, human verifiers provide the added value of ensuring the accuracy and context of the AI findings.
Example: A bank can use Human-Verified AI to analyze 100% of customer calls for compliance with federal regulations. The AI flags potential compliance issues, and human verifiers review these cases to confirm accuracy. This process ensures compliance and identifies areas where agents need additional training. This option also provides a detailed evaluation of how well agents adhere to scripts, follow procedures, resolve customer issues, and the overall customer experience.
Telephone Mystery Shopping
Telephone Mystery Shopping involves using trained shoppers to pose as customers and interact with your contact center. This method provides a realistic view of how agents handle customer inquiries and challenges. Mystery shoppers can target and evaluate various aspects of service, such as greeting protocols, problem-solving abilities, and overall customer experience.
Example: A national bank may conduct telephone mystery shopping to assess how well agents handle inquiries about loan products. The mystery shoppers provide detailed reports on their interactions, highlighting strengths and areas for improvement. This data helps the bank refine its training programs and improve customer interactions.
Call Audits
Call Audits involve systematically reviewing recorded customer interactions to assess agent performance against predefined criteria. Similar to Human-Verified AI, this manual method of review provides a detailed evaluation of how well agents adhere to scripts, follow procedures, adhere to compliance concerns, resolve customer issues, and evaluate the entire customer experience.
Example: A bank performs call audits to evaluate how effectively agents handle customer complaints. By reviewing a sample of calls, the bank identifies common pain points and develops targeted training sessions to address these issues, ultimately improving customer satisfaction.
Choosing a QA Program
The choice of QA method should be based on your organization’s unique needs, goals, and scale. For instance, while one initiative might prioritize compliance and detailed agent performance through Human-Verified AI, another might prefer Call Auditing based on the volume of anticipated content or Telephone Mystery Shopping to get a more personalized view of customer service interactions or even follow and evaluate the entire customer journey.
This versatility extends beyond banking to other industries, such as healthcare or retail. By selecting the QA method that best fits your needs, your organization can ensure that it receives the most relevant and actionable insights, regardless of your industry..
The Power of Coaching Programs
Once you have the QA data, coaching programs are essential for translating that data into actionable improvements. Partnering with a third-party boutique QA company like ARC that immerses itself in your company culture and processes can deliver significant benefits, including the following:
Tailored Coaching for Your Team
ARC can provide personalized coaching that aligns with your bank’s needs and goals. We take the time to understand your culture, procedures, and customer service standards. Doing so ensures that your coaching sessions are relevant and effective.
Continuous Improvement and Accountability
Regular coaching sessions help agents continuously improve their performance and stay accountable. Coaches provide ongoing feedback, set performance goals, and track progress, ensuring that agents consistently deliver high-quality service.
As a result, banks and other companies tend to see a noticeable improvement in customer satisfaction scores. Agents are more confident and capable of handling complex inquiries, which leads to faster resolution times and happier customers.
Contact ARC to Improve Customer Service in Your Bank’s Contact Center
Improving customer service in your bank’s contact center is a multi-layered process requiring accurate QA data and effective coaching programs. At ARC, we offer comprehensive QA solutions and personalized coaching services to help your contact center excel.
With no minimum requirements, a la carte services, and flexibility for pop-up projects, we can tailor our offerings to meet your specific needs. Plus, our pilot program lets you gauge whether we’re a good fit for your organization.
Ready to transform your contact center’s customer service? Contact the experts at ARC today to learn more about how our automated QA, AI solutions, and outsourced coaching can help your bank grow and succeed.
To get in touch, use this convenient online form to book a call or reach us at 1-866-513-4825. If you prefer email, you can contact us at info@arcqs.com.