Top Tips For Email Quality Monitoring

E-mail has become one of the most widely used medium for communication in the professional world and contact centers. Not only does it helps in keeping a proper track record of the communication made by it but also helps in identifying accountability and delegation of authority. Thus it becomes extremely important that we maintain the quality of email sent to the customers so that it looks professional and polished in order to provide enhanced customer satisfaction. So today we will focus on the best tips to monitor the quality of emails so that the call centers can provide excellent customer service each time a customer gets in touch with them through email.

Be Careful with Grammar, Spelling, and Punctuation:

It is extremely important that when you communicate with your customers via email you maintain quality of highest standards. It is essential because it depicts the face of the company and an improper or poorly written email can have a negative impression in the mind of the customers. So the people who are entrusted with the work of communicating with the customers via email should be careful and totally knowledgeable in email etiquettes so that nothing goes wrong.

So, ,

you need to ensure that the email you send to the customers are not only readable but also looks professional. Grammatical errors, spelling mistakes, or poorly constructed sentences can adversely affect the image of the company and must be avoided at all costs. If required the help of different applications or software might be taken so that all these errors can be automatically corrected at the time of composing emails. Grammarly is one of the most popular applications which is widely used for this purpose.

Consider The Tone Of An Email:

The tone of any email you write plays a significant role in providing good customer service. A nicely written email with a perfect tone of language creates a good impression of the company and helps in building a long term relationship with the customers. You should try to keep the tone of the email as moderate as possible. This is because a chatty or too informal tone might alienate the customer. On the other hand, if the tone is too formal it might become difficult for the customer to understand it.

And it doesn’t stop there.

A formal template or central set of guidelines should be prepared related to email messages and strict monitoring should be done in order to ensure that the guidelines are followed while communicating with the customers via emails. However, it must be taken care so that the tone does not become too much restrictive for the agents as it will hamper the quality of email communication. The call center agents must be given a certain degree of freedom to adjust the tone as per situations.

Accurate Email Replies To Customers:

It is essential that all the customers get accurate and to the point replies to the questions or queries that they ask via email. In most cases, it has been found that the contact centers overlooks the real questions made by the customer and tend to reply with a generic response. This not only creates disputes but also escalates the situation. The customer service manager should ensure that the agents reply accurately to every email in the first reply so that any dispute, problem or customer query can be settled at the very first point of contact.

Here’s the thing.

It is important that there is regular monitoring of success rate against the first point of contact so that it is possible to identify any improvements in responses. If it is found that the number of replies is decreasing over time it will suggest that there is an obvious improvement in quality of replies. In order to achieve this there must be an implementation of a knowledge base that can help the agents in providing consistent and accurate replies.

Take Help Of Statistical Data:

You cannot get any real idea of the quality of the emails from one or two responses. You need to go through several responses of an agent in order to analyze his performance and monitor a lot more in order to identify the performance of an entire team. Thus we can say that in order to improve the email communication of agents we need to monitor them over a long time and go through different statistical data of their performance so that the weak points can be identified and worked upon in order to come up with a suitable solution.

It’s easier than you think.

You simply need to identify the agents across various platforms that are strong in email communications and transfer them to the right department based on their statistical record and customer handling skills over email. It is very much possible that an agent who is not so good over the phone might be extremely efficient in email communication and thus transferring him to the ideal role will do the trick.

Maintain Balance Between Time & Quality:

It is natural that customer service agents run behind time in order to provide better service and attend more customers. But it does not mean that you can compromise on the quality of email that you write in response to a customer query. Customers are aware of the fact that emails are not real-time in nature like a chat box or phone call and they are ready to accept the delay in return of a quality resolution that should be accurate and to the point.

Look - That's not all.

You need to set up automatic email acknowledgments containing realistic time frames within which the customers can expect response with a proper resolution. This will avoid any repeated email from customers and you as an agent will get a time frame to understand the query and respond back the customers with precise and accurate response so that the problem is solved. A proper balance of time and quality is extremely important so that you can respond faster maintaining email quality of highest standards.

Thus to conclude we can say that emails are one of the most important parts of formal communication in any organization. Simply follow the steps mentioned above in order to implement effective email monitoring system.