Call Center Quality Assurance refers to the activities and tactics that contact center managers use to monitor and track call center activity to ensure customer satisfaction and employee productivity. The right tools can also help engage and retain agents so that they have immediate feedback and are recognized for good work.
Today, as contact centers handle more significant numbers of consumer conversations and questions ever, the need for established call center quality assurance best practices that agents can use to guide their actions has become essential.
Call center Quality assurance goes far beyond ensuring regulatory compliance; it keeps staff grounded and focuses on producing the best possible outcomes for customers relying on them.
Setting quality standards and monitoring calls to ensure adherence is critical to ensuring positive customer experiences. Call center QA means using any of the following activities to improve the call center experience for callers:
Impactful QA programs actively engage their agents at all stages of the process, including development, roll-out, calibration, and continuous improvement.
But remember, it is essential to follow call center quality assurance best practices to ensure that the initiative is carried out successfully. Let’s look at five critical best practices to help you with your QA initiatives.
Self-assessment is an essential first step for organizations to take when it comes to outlining where improvements can be made. To improve quality assurance, a call center needs to understand how its customers feel about their experiences with the company and how they stack up against the competition. Customer feedback is essential (post-call surveys) and research into how your competitors are doing.
Some call centers also hire a third-party consultant to evaluate quality assurance to get an unbiased and neutral view of the changes that may be necessary.
When QA is done right, it supplies opportunities for the whole team to get involved, from planning to evaluations and improvements. Involving agents collaboratively should be crucial for ensuring QA activities run smoothly. Collaborative teams learn from each other.
All your agents bring different skill sets to the table, and each one handles other customer calls and deals with additional questions every day. As a manager, you must gather all this knowledge and make it accessible to everyone to learn from each other as part of the everyday process.
You have developed this collaborative culture, and now it is time to make regular feedback a part of that collaboration. Communicating what’s working and what isn’t is essential. And stay away from the bump in the road that is mixed message feedback. Be wary of praising or criticizing one agent more than another for the same thing. This is a fast track to developing a disgruntled team.
While handing out positive feedback is easy, employees need to hear constructive criticism. And don’t simply find fault, point it out and move on, but constantly critique with a bend toward helping agents see the way to improvement.
This ties back into our collaboration best practice, as instead of reproaching agents when they make a mistake, use the moment to collaborate with them to figure out a more productive way forward.
And while we’re on the topic of feedback, it’s typical for feedback from QA practices to be inaccurate. The fact is, it might not always be correct or fair. However, organizations allow little room for agents to dispute them.
It’s critical to allow agents the opportunity to register their discontent with an evaluation. Receiving a secondary-level assessment helps the QA process in two ways. Firstly, it will enable agents to get their voice heard and gives them a sense of being part of the process. Secondly, it shows that the organization has faith in its agents and paves the way to detect system errors or improvements.
There are also times when managers may offer vague or non-specific feedback that falls short of providing agents with the actionable advice they need to improve their performance. Combining speech analytics software with text analysis tools speechspeech analytics software with text analysis can help call center managers identify relevant issues and deliver precise, targeted feedback to agents.
The above techniques can significantly optimize your call center’s QA practices and improve customer service quality. They allow your call center agents to have an important voice in the improvement process.
Said you can’t monitor enough calls. There is nothing more important than being completely aware of how your customers are treated. Monitoring as many calls as possible is the best way to become aware of this vital metric.
When managers monitor your customer calls effectively, it provides them with the most pertinent information possible to analyze agent performance and coach agents on where improvements need to be made.
Even with the best call monitoring software on the market, listening to every call yourself may not be possible. Instead, listening to your agents’ most unconventional calls might be productive. Analyze the calls that highlight unusual extremes - agents at their best and rings that may have fallen off the rails. Analyze the good, the bad and the ugly, as this helps formulate future strategies and open doors to new techniques that may not have been on your call center radar.
Scorebuddy provides a turnkey call center quality assurance software solution fit for any business. Our dedicated technology applications offer better insight into agent performance and call center productivity for all stakeholders. And our dashboard overview—combined with insightful analytics—will ensure your call center runs smoothly at every level.
Scorebuddy has been field-tested for QA in call centers all over the world and offers benefits such as:
Discover how we can help you gain new levels of insight into your quality assurance process. Get started with a free trial of Scorebuddy today!