A call audit can uncover opportunities to improve the caller experience you provide. It’s an evaluation that gives you insight into what your customers and prospects encounter when they call your company. That, in turn, allows you to make strategic decisions to improve conversions and help you deliver predictably positive interactions.
What is a Call Audit?
It’s the process of evaluating the quality of inbound and outbound calls to and from your business or call center. Call audits can reveal how your service representatives handle interactions and if customers receive high-quality assistance. An audit encompasses the complete caller journey, from answer to hangup, allowing you to gain perspective into the effectiveness of your staff and caller experience marketing.
An audit encompasses the complete caller journey, including:
- Automated/AI Content
- Voice, Copy, Ease of Navigation
- CSR Greeting Consistency
- Specific Scenario Performance
- Brand standards compliance
- Closing and follow up techniques
Why Your Business Needs a Call Audit
Caller Experience Audits are an effective way to evaluate your processes and determine if you’re consistently providing the best experience for your customers. It includes identifying opportunities for improvement and bridging service gaps. You’ll be able to provide your staff with insight and training to enhance their skills.
The Call Audit Process
- Set goals: What do you plan to do with the information you acquire? How will it help you improve the caller experience? Defining your goals will help you decide which metrics to track.
- Evaluate call quality: Define a set of objective criteria based on your goals. That may include defining how the caller is greeted, specific phrases used (or not used) by your CSR, information collection strategies, call handling protocol and closing process.
- Provide feedback: Deliver timely assessment results so your team can make appropriate adjustments. Be specific by highlighting the exact moments that need improvement. Avoid simple criticism by offering solutions to encourage professional growth.
- Track progress: Call auditing isn’t a one-time deal. Conducting regular evaluations helps you track your team’s progress and determine if they need further training.
Caller Experience Audits from BusinessVoice
Every call is a chance to convert, retain or grow wallet share. Exceptional caller experiences also present opportunities to reinforce brand image and strengthen loyalty.
The BusinessVoice team provides caller experience audits and comprehensive reviews to optimize your operations. Reach out to discover how we can help you.