Any QA solution will have a number of features, some basic version may have under 10 and other more complex ones will have more than 50. However there are only 5 elements that your contact centre QA solution needs to have.
1. Easy to Create and Edit Contact Centre QA Forms
You need to be able to create and edit your QA forms quickly and easily. If your contact centre QA solution limits your ability to edit or update QA forms it will be difficult to stay ahead of the game. As and when your business environment changes so should your QA forms. They need to reflect the interactions your contact centre representatives are having today, not 6 months ago. Although this is a fundamental feature many contact centre QA solutions require consultants to make changes, or worse break historical reporting when amendments are made.
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2. Multichannel Ready Contact Centre QA Solutions
If your contact centre phone lines were busy and a customer needed to get through urgently how else would they get in contact with you? Via email? Webchat? Twitter? Facebook? Support tickets? Mail even? These are some of the "multiple" channels referred to in the phrase "multichannel". There are very few companies, with a contact centre or not, who only enable users to communicate with them through one channel. Our customers today demand multiple channels and we answer by delivering multichannel customer service. Your contact centre QA solution needs to cater for multiple channels, you need to measure and monitor performance across all channels and you should be able to compare channel performance at the click of a button.
3. Transparency: from Attaching Interactions to Accessing QA Reports
Surprisingly, transparency isn't always a high priority for QA but here's why it should be;
If I'm looking at any reports and I don't understand something or I have a question I try a few things; I filter in different ways, I click as far in as I can, I examine as much information as I possibly can until I'm satisfied. Imagine my frustration if I can't delve any further behind this one report to understand what the lies behind each of the lines on the graph. Transparency in a contact centre QA solution feeds my curiosity, allows me to understand what I am looking at and empowers me to validate or discredit the information I am presented with. This is highly valuable if for example I want to assess the staff carrying out evaluations. I don't have to take their word for face value, I can see for myself what they assessed and how they assessed it.
4. Email Alerts: especially for Acute Fails and New Scores
Yes email alert overload is frustrating and no we don't want to spend every living working hour inside our inbox but... if there's something important that warrants attention there's no better option than a good oul email. Why? Sometimes those 2 hours or 20 minutes you dedicate to reviewing performance each week seem to evaporate; there's a deadline, a campaign, a crisis that swamps your time. Emails alerts give you peace of mind that you aren't missing a beat, if something critical happens you are notified. A good contact centre QA solution will have an array of configurable email alerts to keep you informed, we recommend at a minimum to use trigger alerts for critical failures and for agents when they have new QA results.
5. Detailed Reports to carry out Root-Cause Analysis
For a contact centre QA solution to contribute to real change users must be enabled to dissect the information. There are two requirements; high level logging of QA scores and detailed reports with the ability to drill up and down.
High level logging of QA scores
As a QA assessment is carried out it is important to gather other information about the activity being assessed. This information will be used to be reported on. Information ranges from the basic details of employee name, team and date of assessment, to more advanced; type of interaction and sub-type.
Analysts are only as good as the information they work with; detailed reports allow analysts track performance and spot discrepancies, opportunities and pitfalls. When users have the capacity to dive further into the data they can microscopically review results and get to the bottom of causation and knit together correlation where it exists.