When it comes to carrying out quality assurance for your business, two main tools have become industry standards—spreadsheets and scorecards. If you work in a quality assurance position in a contact center, there’s a 99% chance you are using one or the other on a daily basis.
If you’re in the 1% not using either, please get in touch and tell us your secrets! An effective QA process is key to the call center’s success, so using one of these tools can be a game changer. The question is: which one is better? Or, more importantly, which one is right for your business? In this post, we’ve decided to pit spreadsheets and scorecards against one another in a QA showdown for the ages to answer these questions once and for all. With both having upsides and downsides, which tool will come out on top?
A recent report from Gladly found that 42% of consumers would stop buying from a business entirely after just two negative service experiences. With stakes this high, you need to do everything you can to keep service standards high in your call center. A robust QA program will help you enhance CX and engage agents to deliver exceptional service to customers. You can identify trends and establish best practices for your contact center processes through ongoing evaluations and effective reporting. A dedicated quality management platform will support a data-driven approach to performance reviews, ensuring accurate assessment based on factual, concrete information. Perhaps most importantly, QA turns all agent-customer interactions, even negative ones, into opportunities for learning and growth.
To make sure you are getting the most value out of your quality assurance program, you need to measure its impact by keeping an eye on key metrics. Given the amount of data involved in a typical QA process, there are countless stats you could track. The trick is to identify which ones are most relevant to your organization and ensure that you are tracking them accurately and consistently to chart your progress over time. Some of the most useful metrics include:
These are some of the most important metrics in a call center environment, and a strong QA process will go a long way to improving them. The two main tools underpinning the typical QA process are spreadsheets and scorecards. Without one of these tools, you are flying blind. With this in mind, let’s take a look at the pros and cons of spreadsheets and scorecards.
Many regard spreadsheets as a tried and tested tool for quality assurance, and though they are ubiquitous across many industries, spreadsheets are by no means perfect. Let’s take a look at the pros and cons of using spreadsheets for call center QA.
QA scorecards are used to evaluate and grade agents based on their performance and behaviors in interactions with customers. They are highly adaptable and can be used for different purposes across a range of channels. For example, you could have a different scorecard to monitor each communication channel within your contact center, like a phone or live chat; and a scorecard for every aspect of agent performance, like empathy or compliance. If you can think of an aspect of your call center operations that you would like to evaluate, you can design a scorecard for that purpose. Not only does this allow call center leaders to identify trends and make changes based on scorecard insights, it also provides a valuable coaching tool. Scorecards can serve as a guide for agents, directing performance, increasing engagement, and alleviating stress by clarifying their role and purpose within the organization. All of this leads to a more efficient call center, with a better customer experience and higher CSAT and NPS scores.
Scorecard tools are designed by experts to streamline the QA process, making it easier for contact center leaders to carry out data analysis, identify actionable insights, and provide targeted training to agents. Typically, they are customizable and can be tweaked to serve various different purposes. Let’s examine the pros and cons of scorecards.
After assessing both tools, it’s clear that there are advantages and disadvantages to each. So, which one is right for your organization? Well, it depends on the specific needs of your business. Spreadsheets are well-established, easily accessible, and offer excellent functionality in terms of complex formulas and filtering. Scorecards, on the other hand, are better for scaling, real-time collaboration, and QA evaluations. Tallying up the pros and cons of each, we think that scorecards just edge it when it comes to quality assurance.
With Scorebuddy’s fully-customizable Scorecard Builder and cutting-edge conversational analytics software, you can ensure that all call center processes are running at maximum efficiency while also implementing, and monitoring the success of, new approaches. You can use the Scorecard Builder to develop evaluation processes for agent performance, regulatory compliance, and operations, while conversational analytics ensures that 100% of agent-customer interactions are assessed for relevant data points. You can then use these data points to dig deeper into customer sentiment, carry out root cause analysis, and identify skill gaps within your organization. To learn more about our suite of advanced QA tools, get in touch and request a demo.