Quality assurance is essential for running a thriving contact center, but not all quality assurance software is the same. Many contact center systems include a built-in QA solution, but how effective is software frequently sold as an add-on bundled with the contact center system?
Introducing a QA platform to any contact center will impact the activities of the QA team and the agent body, and the management team. A system that is easy to use and deploy is critical to delivering an effective rollout and engagement across groups. It’s beneficial to have an intuitive interface and a comprehensive set of essential features of scorecards, calibration and reporting.
If you are moving from spreadsheets to a QA solution, the system typically starts by mimicking the spreadsheet design and format. You will find that your QA needs evolve very quickly as the expanded functionality of the solution becomes apparent. Business requirements change over time. As you gain insights into service quality and agent performance, the flexibility of the QA system and particularly the scorecards become paramount. If other departments are brought into scope for quality assurance, a completely different scorecard design will likely be needed to address the specific needs of support teams or sales teams.
Critical to engagement with the QA solution is how it promotes collaboration within the evaluation and review processes. Visibility and transparency are crucial to agent engagement and building trust in your QA framework and processes. Dashboards and agent access are vital functions to look for.
A quality assurance solution’s primary goal is to deliver consistent and measurable customer service across the customer service teams. However, as part of the evaluation process, there is an opportunity to gather a rich data set. If you consider that information collected on compliance, soft skills, problem resolution, and process adherence is valuable, then the reports and analytics available in a solution to visualize the data and plot trends provide an opportunity to deliver real value to the management team.
Many built-in QA modules are restricted to telephony, call recording or CRM (Customer Relationship Manager) platforms. They may not support all your communications channels. They often have limited scorecard creation options and rudimentary answer choices, outcomes and feedback that could be confined to one to five or only three stars.
Basic scorecards can only capture limited data, which restricts the system's reporting capability. If you only have primary data and feedback, you will have limited insights to make agent performance and engagement decisions.
The level of detail you can capture and the ability to report on that detail is essential for helping agent engagement and retaining agents. Limited feedback makes it harder to provide the best direction and coach agents. Poorly coached agents can have a detrimental effect on Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) ratings, affecting the company’s bottom line. Agents can become disillusioned and leave. Losing staff is expensive, and they can be hard to replace.
These limitations can be exacerbated as your company grows. Purpose-built QA systems developed by specialist companies such as Scorebuddy are less likely to be subject to a built-in system's same restrictions and limitations.
They include more flexibility and innovation, can be upgraded and enhanced more often and offer more options than their built-in competitors. Contact centers can get more from purpose-built QA systems that can create more complex scorecards and provide much better feedback to agents.
Your organization must make the best choice for the business when deciding which contact center QA software to implement. Built-in QA software might seem like a low-cost option, but it may be more of an afterthought than a dedicated product in many instances. Purpose-built QA software from companies like Scorebuddy is designed to help you turn QA into a strategic asset, improve your customer service delivery and get the best from your contact center today and into the future.