In collaboration with Call Centre Helper, we embarked on an insightful survey to delve into the current landscape of quality assurance (QA) within the contact center industry. Given the significant changes and challenges faced by the sector, our goal was to uncover the real experiences and perspectives of QA professionals working on the front lines. The response was overwhelming, providing us with a wealth of valuable insights. Here's what we discovered:
- Desired Changes in QA Programs: Respondents shared their aspirations for enhancing their QA processes, highlighting areas they believe need improvement to better meet industry demands.
- Frequency of Scorecard Updates: We learned about the regularity with which QA teams revise their scorecard questions, a critical component in maintaining relevant and effective evaluation criteria.
- Metrics on Digital Channels: The survey revealed what specific metrics are being tracked on digital platforms, offering a glimpse into how QA professionals are adapting to the digital transformation.
- Tools Utilized for QA: Surprisingly, a significant percentage of respondents are still relying on spreadsheets for their QA activities, underscoring a potential area for technological advancement.
- Agent Engagement with QA: Insights into how deeply agents are involved in the QA process were shared, shedding light on the level of engagement and its impact on performance.
Curious about how your own practices compare? We invite you to download the comprehensive report now to see if your experiences align with those of your peers. Discover the trends and insights that could shape the future of QA in your organization. 👉
