What are Quality Parameters in BPO: A Complete Guide

Call quality parameters in BPO are the standards or metrics used to evaluate interactions between customer service representatives (CSRs) and their customers during calls. Evaluating call quality ensures that Customer service representatives provide excellent service, resolve issues efficiently, and create an exceptional customer experience. 

Some standard quality parameters in BPO include average handle time (AHT), call handling time (CHT), call resolution rate (CRR), customer satisfaction score (CSAT), and communication skills. The QC analyst in Business Process Outsourcing monitors and evaluates the performance and provides feedback to maintain and improve customer satisfaction and the organization's overall performance.

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What are the Quality Parameters in BPO?

Quality parameters are the standards used to evaluate and ensure the standards of services a BPO company delivers. These parameters are essential for ensuring the best services are provides to customers. Let us check the seven key call quality parameters in a BPO shared below. Maintaining quality is necessary in both voice and Non voice process while responding the queries of customers.

Call Quality Parameters in BPO

Some of the standard call quality parameters in BPO are as follows:

• Call Monitoring Score - Call Monitoring assists in determining if CSRs comply with business regulations, have proper scripts, and provide the correct information.
• Average Handling Time (AHT) - Average handling time measures the time the agents take to handle customer interactions - such as talk time, hold time, and after-call work.
• Call Handling Time: Call handling time calculates the total call duration, including time spent resolving customer issues and prioritizing time efficiency. 
• The first call resolution (FCR) rate: FCR measures the percentage of customer queries resolved during the first call without requiring follow-up. A higher FCR rate means effective problem-solving and excellent customer experience.
• Customer Satisfaction (CSAT) score: In CSAT, after each call, BPOs perform post-call surveys to collect customer feedback and evaluate their satisfaction with the service provided. The CSAT scores help measure overall customer satisfaction.
• Language and communication skills Score- Communication skills are essential in BPO interactions, particularly in international call centers where agents speak multiple languages.

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Agents Call Quality Key Performance Indicators (KPIs)

KPIs are specific metrics used to measure the performance of outsourced processes. These metrics change depending on the nature of the service.  Agents KPIs include the following:

• Customer satisfaction scores
• Average handling time
• First call resolution rate
• Error rates
• Productivity measures
• Increase in Sales numbers

Benefits of Using Call Quality Parameters in BPO?

Using Call Quality parameters in BPO offers several benefits. These parameters help ensure that the interaction between CSRs and clients meets the desired standards and contributes to overall operational excellence. The benefits of using call quality parameters in BPO are as follows:

• Improved First Call Resolution Rates (FCR)
• Improved Client experience
• Improved Employee engagement 
• Data-Driven decision making
• Process Optimization
• Competitive advantage
• Compliance and regulatory adherence
• High Connection Rate

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What are the Parameters of Quality Analyst in BPO?

A Quality Analyst in BPO is a professional responsible for monitoring, evaluating, and ensuring the delivery of standard of services provided by CSRs. The role of a Quality Analyst is vital in maintaining and improving customer satisfaction and the overall performance within the BPO. The primary responsibilities of QC Analyst in a BPO include the following:

• Quality Assurance (QA) metrics
• Call Monitoring
• Feedback and Coaching
• Root cause analysis
• Customer experience improvement

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Conclusion: Quality Parameters in BPO

To sum up, quality parameters in BPO are vital in providing excellent client service and maintaining client satisfaction. Continuous improvement and data-driven decision-making enable BPO companies to reach excellence in service delivery. Implementing quality parameters benefits clients, improves employee satisfaction and performance, and contributes to an organization's success.