Fully utilizing quality assurance process, and tools can bring considerable changes in the call center operation. Organizations often limit their use to certain functions and their improvements. So, they fail to realize their full potential.
Quality managers typically employ quality assurance for a few purposes. Then, occasionally, other call center departments will use quality assurance for one or two additional requirements. However, this only begins to scratch the surface of the powerful roles that QA can play in the call center.
If organizations are not making the most of quality assurance, they will lose the opportunities to raise more profits, boost their output, improve agent performance, and enhance customer satisfaction. So, let’s discuss how quality assurance in the call center can be used to the maximum improve operation and service quality. Also, QA professionals and management must comprehend the advantages of Qa in call centers. They should be able to fully explore the features of the Quality Assurance Software as well as understand how they work for better utilization.
Connecting QA outcomes to customer feedback and surveys
90 percent of consumers agreed that businesses should allow customers to offer feedback. So, contact centers should establish a system for collecting customer feedback. Unfortunately, despite these customers’ feedback, many call centers still fail to satisfy the customers’ expectations of good customer service.
The best way to determine whether the company’s vision of good customer service and consumers’ expectations differ and how they differ is to compare your quality assurance scores with the feedback from customer surveys. Combining internal and external sentiment on a single dashboard is crucial for understanding agents’ and customers’ behavior. For continuous improvement, you can measure productivity, efficiency, and customer experience by placing your CSAT and NPS ratings next to your QA scores.
Call center quality assurance evaluation of agent performance
One of the most popular applications of call center QA is evaluating agent performance, and it is popular for obvious reasons. The call center’s QA assigns grades to the level of service that each agent provides. The most widely used method of rating agent performance is the call quality measures and data.
But organizations need to focus the evaluation of an agent’s performance and effectiveness on relevant metrics and actionable items. This entails having a thorough understanding of what the QA process must evaluate and why. Consider the behaviors that produce effective results, and then link them to business-critical, customer-critical, and process-critical KPIs and KRAs.
Performing the root cause analysis
Many call centers and QA managers don’t spend the time to delve deeper when implementing their strategies for QA in centers and instead keep it at the surface level. But one of the most important roles of quality management in a call center is to carry out root cause analysis and spot performance and knowledge gaps.
High-level QA scores and comprehensive reports that offer insight into in-depth details about each interaction and encounter are required for these studies. AI-enabled QA solutions with 100 % call auditing facilities can offer such comprehensive and complete visibility into contact center operations. With these analytics and data, management is more likely to notice discrepancies, opportunities, and pitfalls and discover areas of improvement. From there, you can get to the bottom of why these have occurred and discover the correlation between QA results, performance, and related aspects.
Offering coaching and creating learning and skill-development plans
Quality control and assurance offer training managers and coaches, detailed feedback on each agent’s performance, including areas of strength and weakness. This understanding can be utilized to customize training and coaching sessions.
An agent who is unable to resolve a customer’s problem is the most unpleasant element of a negative customer service experience. Qa in call centers can assist organizations in determining precisely what is missing or what the present system lacks to build a more effective training program, as opposed to assuming what agents need to learn, blindly. Again, the organization can utilize QA to track progress and determine whether everyone has received the necessary training and knowledge.
Facilitating legal compliance
Regulatory compliance is indeed an area where call centers should take precautions to mitigate risk. A single error might result in hefty fines or other legal issues that may lead to punishment and severe loss. There are different rules and regulations that contact centers must follow in different regions to conduct their business.
Call centers generally must adhere to the following regulations:
- Agree to call monitoring
- Utilizing or saving credit card information
- legal collection of debt
- The GDPR rules, the Do Not Call Registry, HIPAA, and more
There is a stronger need for regulation, compliance inspections, and a procedure that follows remedial measures. Qa in call centers must perform compliance checks as it is a crucial component of quality assurance. Strong control measures can be implemented through breach alerts, pass/fail rates, and compliance failure information to reduce vulnerability.
Giving the organization customer insight
The most neglected aspect of quality assurance is applying learnings from call center QA to other areas of the company. Given the plethora of contact center analytics available today, it is easy to understand and apply them successfully to other parts of the business.
Customer satisfaction and higher revenue are just two of the many business advantages that quality assurance in your call center can offer. When done correctly, Qa in call centers can reveal:
- What does it require to produce brand evangelists who will promote your brand?
- What distinguishes your business from the competition?
- Why your customers are eager to remain with your brand?
- What is the business and financial value of customers?
- What are the areas that have the most potential for revenue increase?
Monitoring your remote agents
Remote call centers are more common today. Even if organizations have a centralized call center, they most likely have remote agents who use the cloud and operate in different locations. Also, Qa in call centers may not be located in the same place, so walking floors physically is not always possible. Many RTA automation and Quality Assurance Software can help monitor remote agents.
Quality Assurance in your call center is critical to monitoring your remote locations for ensuring consistent service quality. It’s especially useful for determining whether your remote agents have the communication tools, productivity-tracking apps, and environments they need to be effective. Remote quality assurance is one of the simplest and most effective ways to monitor your remote employees and make process improvements as needed.
Improving internal processes
According to research, the primary objective of senior management is to improve operational efficiencies and promote revenue growth across the organization. Qa in call centers can be a significant help in it. QA in contact centers is not a one-way road; supervisors and managers also need to communicate their performance assessments to agents and other stakeholders and solicit feedback from them for better transparency and understanding. This can uncover issues that are limiting excellent outcomes. Also, with this information, internal process optimizations can be implemented where they are needed most.
The objective is to better understand call center workflow by utilizing quality assurance processes. Organizations must be able to create an overall report that will assist in determining:
- Who is in charge of what, so that organization can prioritize support tickets and needs?
- What resources are available to help organizations categorize and segment customer service support?
- How your customer service is delivered, so that self-service can be enabled as needed?
Qa in call centers can help determine the degree of agent productivity, as well as it will help understand the outcome of testing different approaches that organizations should perform constantly.
Providing data for audit trails
Using QA for auditing applies to interactions in which a failure, or violation is recorded. This is especially true for industries that are heavily regulated and where compliance with rules and regulations is critically important.
An audit determines what corrective action was made once a failure or mistake was identified. A strong quality assurance system will identify and track these corrective measures, reducing the need for paperwork. QA solutions should be able to notify agents via email of their recorded QA score, as well as a record of the actions taken and associated dates. Many QA tools can transcribe call recordings with AI and other advanced technologies. These record the dialogue between all agents and customers. Moreover, technologies can even interpret the moods and silence of callers and agents. Therefore, determining what happened and what are corrective actions taken is straightforward and effective.
In a call center, quality assurance is more than just informing you about mistakes or corrective actions. By giving you access to an entire record of your quality monitoring, it also gives you the chance to mine them for insights and business intelligence. Organizations can learn from retrieving prior data and comparing it to their projected future trajectory regarding customer flow, loyalty, engagement, churn, organizational revenue, productivity, and efficiency. It helps to look at all the aspects of contact center operation tactically and strategically, help create a positive customer experience and suggest improvement in other elements of the operation.