BPA Featured Article

QA Technology Combined with Agent Training Improves Call Monitoring

By Laura Stotler, TMCnet Contributing Editor
April 26, 2017

Quality is key in the customer service game and providing a positive customer interaction is becoming a top competitive differentiator for most businesses. Being able to monitor call quality is one of the best ways to ensure agents and customers are on the same page, but making sure this is accomplished thoroughly and accurately can be challenging.

Of course, a slew of tools and solutions are available to provide remote, third-party call quality monitoring, but how comprehensive and effective they are is the big question. To understand the success rate of call monitoring tools, businesses need to evaluate their entire quality assurance (QA) processes to determine how well agents are performing as well as how satisfied customers are overall.

According to Jeremy Watkin of outsourced contact center experts FCR, there are generally three types of QA technology solutions available. He told CustomerThink that organizations need to assess the types of tools they are using as well as how the QA process is being implemented and managed to determine if it’s working 100 percent of the time. The first type of QA tool widely used is the quality database. These types of systems generally tie call recordings to quality monitors and metrics for review, and also generate detailed reporting for managers. Essentially, the quality database automates the process of tracking and monitoring QA, freeing up valuable time and offering added visibility into overall performance.

The next type of QA solution is the workforce optimization system. Tools typically include QA along with scheduling and other workforce management capabilities like speech and text analytics. Offerings are designed to help businesses learn about their customers’ sentiments and to pinpoint times when either customers or agents elevate their tone of voice. By transcribing calls into text for analysis, managers can drill down and find areas where improvement and additional training and coaching might be necessary.

A final category of QA solutions includes automatic call grading, AI and machine leaning. Solutions offer customers a quality form along with call recordings monitored by the customer’s QA team. By comparing recordings to ratings, systems can eventually learn to rate calls automatically, without human intervention and assistance. These types of offerings are well suited to scripted contact centers, where agents can train the systems on how to review calls so they will eventually become autonomous.

It’s difficult to determine if these types of offerings, when used in tandem with skilled agents, can enable call monitoring 100 percent of the time. At a minimum, they offer managers and businesses valuable insights about how agents are performing as well as how QA teams are handling call monitoring. With technology heading in the direction of automation and autonomy, it’s possible that all calls will soon be monitored and evaluated for QA purposes, driving customer satisfaction ratings and becoming an important component of any customer service operation.

Edited by Alicia Young


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