Call Center Management Featured Article
Tips for a Better Quality Assurance Process
Quality assurance is essential for any contact center, providing invaluable insight into how you are performing and what consumers are really experiencing. The software behind it captures specific metrics to provide intelligent reporting to be used in your continuous improvement efforts, but QA needs to work in tandem with the right strategies to ensure you’re getting the most from your system.
Workforce management experts over at Monet Software (News - Alert) highlight some important tips that will help organizations reap the most benefits from their QA strategies. Perhaps the most important takeaway from this advice is focusing on scored calls versus random samplings; too many contact centers focus more on productivity metrics and less on agent performance. Monet suggests focusing on calls that directly impact revenue, namely those with significant orders or opportunities to upsell.
Call center managers are increasingly utilizing call monitoring and call scoring in an effort to enhance their quality control processes. This is because effective use of these tools yields both quantitative and qualitative data that are indispensible for optimizing call center practices, and can lead to great things.
A lot of businesses record calls, and call scoring allows them to gather true analytics from call recordings. You can actually affix numbers to calls, people, performance, and sales. This will help you better train agents, which as Monet points out, is integral to not only agent performance, but customer satisfaction as well.
Training is one of those essentials that a call center cannot operate without. Constant training and updating are sure fire ways for customer care success. Quality assurance means new employees can learn from the mistakes of their coworkers. New employees can learn how not to handle a situation and how to improvise a call off the script. These tools are invaluable to managers who need to ensure that their newest of the bunch go in trained, confident and ready to handle customer calls without incident. For the veteran staff, constant improvement is tantamount to customer satisfaction.
Quality assurance means managers can stay up to speed on agent performance; how calls are being handled, whether they’re being accurately routed, or if a problem arises, how to use the information for future calls.
With the knowledge gained from a successful quality assurance strategy, call centers can take their missteps and use it to evolve to offer better customer care.
Edited by Stefania Viscusi