Are you maximising the usage of your call centre’s quality assurance? Anytime we speak to Quality Managers they usually use quality assurance for four or five things, which isn’t bad. Then sometimes there are other departments in the call centre that use quality assurance for one or two other purposes. So if your call centre is using quality assurance for seven purposes you’re doing pretty well, but you’re still not leveraging quality assurance to its full potential. Check out these 9 powerful ways to maximise your call centre quality assurance.
1. Correlating QA scores with customer feedback/surveys
What you think is good customer service and what your customer thinks is good customer service isn’t always necessarily the same thing. Matching up your quality assurance scores and feedback with voice of the customer surveys is the best way to assess whether there is a difference between your perception and your customers’. This is a great approach to take to understand your customers and embody customer centricity culture. Get started by quality scoring customer interactions that you have customer feedback on and expand thereafter.
2. Evaluating agent performance with call centre quality assurance
Evaluating agent performance is one of the most common uses of call centre QA for obvious reasons, quality monitoring solutions that assess customer service interactions are grading the quality of the service delivered by the individual agent. In fact call quality metrics were voted as the most popular way of assessing agent performance. Quality monitoring scores generally play a big role in employee performance reviews for call centre agents.
3. Providing a trigger for coaching
This is another popular function of call centre QA as it provides the training manager or coach rich feedback on individual agent performance i.e. where they are struggling and high performance areas, this information can be used to shape coaching sessions. Call centre QA allows a coach to track the agents’ progress and assess whether coaching methods worked well or not.
4. Developing plans for learning and skills development
Call centre quality assessment is not just for the individual, it can used to assess the performance of teams, groups, regions, staff under particular supervisors, etc. These zoomed out versions allow managers to see trends overtime, peaks and pitfalls. This allows them to create meaningful training programmes that employees require, rather than what they assume is required. Like coaches they can then track progress afterwards to analyse if teams developed the intended skills. QA can also be used to design training programmes for new call centre agents.
5. Enabling regulatory compliance
Stricter rules and regulations were introduced to the consumer credit industry in the UK last year through a new governing body the FCA. Penalties and consequences of compliance breaches are at a higher stake than ever as well as many companies suffering negative PR coverage as a result. The governing body behind the UK energy industry, Ofgem, has also become known for flexing its muscles in recent years enforcing heavy fines on offenders. All of this equates to an increased demand for compliance to regulation and compliance checks as well as a process that follows corrective actions. Compliance checks can easily be an integral part of quality assurance. Scorebuddy incorporated a compliance feature into all scorecards by using allowing users to add special compliance sections to their scorecards.
“KPMG were impressed by how we are using Scorebuddy to meet audit and FCA requirements and they would be first ones to flag if it wasn’t up to standard. KPMG’s feedback is positive; they like it, it’s easy to use and generally KPMG's attitude towards Scorebuddy is favourable.” - David Woodhouse, ADMS Europe.
“We use Scorebuddy’s compliance component, it allows us to separate out the DPA fails from the Compliance Fails fairly effectively. It is massively important that we are tracking all of the requirements put in place by the FCA and allowing for a great customer journey.” - Aimee-Leigh Currie, Training Development and Quality Assurance Manager, SafetyNet Credit.
6. Providing customer insight that is used elsewhere within the organisation
Using insight from call centre quality assurance in other parts of the business is the most underutilized function of QA. It’s easy to understand how this happens considering the myriad of contact centre metrics in use today. In a recent Scorebuddy white paper showed how call quality assurance is one of the best ways to gather customer feedback. The most pertinent reason, which is applicable to all channels, is that “Customers don’t want to talk to you, they are talking to you because they have to, they have a problem/query or change request”- Stephen Hegarty, Voxpro.
7. Driving internal process improvements
Call centre quality assurance is not a one way traffic flow, supervisors and managers relay their assessments of performance back to agents and other stakeholders and gather feedback from them. The dialogue that QA scores creates often throws up problems that are preventing higher performance and by using this information internal process improvements can be made.
8. Providing information for audit trails
Using QA for audit purposes might not apply to all interactions but rather those where a failure is recorded. This is also more important for some industries for example the highly regulated financial industry must pay particular attention to dealing with failures. Within an audit it will be assessed as to what corrective action was taken when a failure was flagged. Any good quality assurance system will have a flagging system in operation however not all with have some way of tracking corrective of action, which is an audit requirement. Often these are manual paperwork stored separately. However Scorebuddy’s solution will meet your audit requirements as you can alert agent’s via email of their score (which is recorded) and then a thread at the end of scorecard can be created recording the actions taken and dates associated.
“Being able to send notifications to the agents that they have been scored is great because it minimises paper work and fulfils audit requirements at the click of a button. It’s simple but effective. Scorebuddy is crucial for recording dialogue and remedial action which plays into the audit trail too.” - David Woodhouse, ADMS Europe.
9. Driving customer experience improvements
Customer experience is a hot topic for the last few years and doesn’t seem to be going anywhere just yet. With call centre QA it is easy to quickly identify common failures with certain reports. By drilling down through reports it should be easy to carry out root cause analysis and this analysis can be applied to make changes to the identified problem and therefore improve customer experience.
Another way to make customer experience improvements is to showcase worst case and best case scenarios during training, click here to learn more about the difference between good and bad customer experience.
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