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Fact: On average, more than half of customers will defect–leaving a company flatly–based on bad customer experiences, without ever telling the company why.
And that number is poised to grow as we look to 2018 and beyond.

The bottom line is that customer service is critical to a company’s success. It is the integral public-facing, problem-solving foundation on which a company can either stand tall or crumble.The Contact Center Metrics Challenge

Quality management in the contact center is an essential responsibility that, in order to thrive, demands consistent attention, frequent reviews, and ongoing improvements. One of the bigger challenges faced by Contact Center Managers and C-Suite executives is that quality assurance success metrics are often viewed as widely subjective and lacking a clear improvement path of action. Contact centers are often burdened by an amalgamation of too many inconsistent reports, data points that tend to cannibalize the impact of any given metric or trend. 

This is not a matter of poor leadership, but a data analysis affliction that permeates the contact center industry. Lagging technology and misinformed measurements lead to wasted time and dollars unnecessarily spent.

Customer service technology systems need improvement. Nearly fifty-five percent of global contact centers surveyed in 2017 agree that legacy systems inhibit flexibility and progress while just over 51% believe that integrating technology is a main challenge.

These technological gaps prevent contact centers from growing, improving customer satisfaction (CSAT) and net promoter scores (NPS), thus getting in the way of what matters most to customers and clients — quality customer service.

A Proposed Solution

To improve contact centers in a directly actionable and meaningful way, a fully-functional quality assurance framework must be employed; one that empowers key decision-makers to execute proven best practices guaranteed to not only decrease customer churn, but to boost revenue.

No two contact centers are alike. But each is evolving through different stages of a quality assurance framework: operational, tactical, and strategic. Working within a strategic framework is the end goal, but this may only be reached by first defining and discovering in which evolutionary stage your contact center currently resides. Then, processes may be put into place to support your call center as it continues to evolve.

Understanding Quality Assurance Frameworks

Understanding quality assurance through the lens of these evolutionary frameworks — operational, tactical, and strategic — provides a basis from which Call Center Managers can identify goals and pinpoint key performance indicators (KPIs). More specifically, managers gain more insight into the specific KPIs that deliver the most strategic long-term value.

In short, these frameworks simplify contact center processes and data points through identifying root causes of poor customer experience and the use of innovative techniques like agent self-scoring.

For a better understanding, here is a quick overview of the focus of each framework:

Operational -  Consisting mostly of process and workflows, a contact center working within an operational framework, is necessarily focused on day-to-day, short-term wins.

Tactical - Evolving a step further than that of the operational framework, a tactical framework concentrates more on contact center growth and scalability. This phase focuses on client retention, reporting, and identifying the root causes of poor customer experiences.

Strategic - A strategic framework takes into account all critical influences — the business, the customer, the client, and the agent — and aims to seamlessly set the standards, measure and collaborate across these partnerships.

How Can This Really Impact My Call Center?

Understanding and implementing these quality assurance call center frameworks is what supports high profile companies like Voxpro and Airbnb. To share these data-driven case studies and educate Contact Center Managers and key decision-makers, Scorebuddy is conducting a visionary webinar that delivers proven examples of solutions that work.

Scorebuddy CEO and founder, Derek Corcoran, presents along with Sheila McGee Smith — a leading communications industry analyst and strategic consultant — in an engaging on-demand webinar. Together they will break down these operational, tactical, and strategic evolutionary call center frameworks using insight from their own successful professional experience plus specific case study data points.

Quality Assurance and Contact Center Managers can discover:

  • Why customer journey success is dependent on the investment made in preparing and supporting agents on their journey;
  • Why your contact center workforce is the key to successful customer journeys and customer engagement;
  • How your Contact Center Quality Assessment Framework needs to evolve to create an exceptional customer experience;
  • How companies like Voxpro and Airbnb have revolutionized their approach to QA delivering dramatic business outcomes.

No matter the evolutionary phase your contact center is currently working within, there is value to be found in identifying that phase and a clear path toward successful growth. Contact centers must move from an always-the-same state to always evolving scalability. 

Watch the on-demand webinar now to learn more and discover specific ways Contact Center Managers and C-Suite executives can be empowered to improve agent performance, and ultimately, the customer experience.

Tags: Call Center Training, Call Center Management