Quality monitoring, absenteeism, poor morale, and staffing issues are much more challenging if you have poor call center quality assurance infrastructure, so it pays to choose the right quality assurance software for your contact center.
For many, the temptation might be to settle for built-in QA that is often included with the contact center system for a small additional cost. But there are sound reasons for thinking twice before putting your trust in a software add-on that may be little more than an afterthought or a tick box exercise.
Several limitations hinder the effectiveness of built-in quality assurance software compared to a purpose-built QA solution. Built-in QA systems offer only limited scorecard creation options and basic answer choices, outcomes and feedback that could be confined to 1 to 5 or only three stars.
Rudimentary scorecards restrict the system's reporting capability because they can only capture limited data. Primary data and feedback produce little insights from which to make decisions about agent performance and engagement.
The level of detail you can capture and the ability to report on that detail is vital for helping agent engagement and retaining agents. The limited feedback of built-in QA software 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, which can also hurt the company’s bottom line. Agents can become disillusioned and leave. Losing staff is expensive, and agents can be hard to replace.
These limitations can become even more painful as the organization grows. Built-in QA is less likely to be upgraded and enhanced regularly than purpose-built QA software. Suppliers of contact center systems will not devote the same time, effort and attention to QA solutions as developers of purpose-built QA.
Your organization needs to make the best choice for the business when deciding which contact center QA software to implement. Built-in QA software might seem like an easy option, but it falls short of the capabilities of purpose-built QA software from companies like Scorebuddy. Purpose-built QA can help you develop and implement the most effective quality assurance infrastructure for your contact center.
Deriv is a customer-focused fintech dedicated to offering accessible trading solutions to people all over the world.
Scorebuddy BI helps their QA Process.