BPA Featured Article

You don’t have to listen in on absolutely every call center interaction to enable quality assurance. But the ability to do that on at least some calls can go a long way toward better coaching, improved customer experiences, and meeting key performance metrics.

Quality assurance is possible via automatic call scoring via machine learning, employing a quality database, and speech and text analytics. But FCR’s Jeremy Watkin suggests if you feel the need to do quality assurance on 100 percent of your calls, you might instead want to revisit your company culture and management style and consider changing it, move from spreadsheets to a real QA database, and start with post-interaction surveys.

 “Quality teams are eyewitnesses to your daily interactions with customers, but it’s how you harness and leverage this insight that provides opportunities for business transformation,” says Alex Bobba, managing director for EMEA at BPA Quality, a third-party remote call monitoring solutions provider.

“When the focus changes from ‘box-ticking’ to ‘business intelligence,’ and the quality team’s insight and analysis is sought in order to form the basis of key decisions, which impact the whole business, the benefits are leveraged right across the board: from marketing to recruitment, compliance to customer
advocacy, from employee engagement to process improvement, product design and more,” Bobba adds.

And Scorebuddy Co-founder Dick Bourke says contact centers need to identify which agent actions make the biggest impact on the bottom line and then to implement a quality assurance program that makes clear to what degree agents are performing those behaviors.

“For many call centers, that’s best accomplished by monitoring calls and using a scorecard to evaluate performance,” he says.