Selecting quality assessment software is not easy, to help you out here are a list of questions you can ask about the user-friendliness of the product.
Brand new quality assessment software can lose its dazzle pretty quickly if it's difficult to make small changes. By asking "how easy it is to edit" you can map out the process of updating QA forms. For example if it takes all day to add or edit a new section/questions or if you have to involve IT the process will be dragged out much longer.
Organizations change everyday and new users will probably be added frequently, a user friendly system will allow you to add new users and edit existing users yourself in a quick and simple way.
The answer to this question is a key indicator of how easy the product is to use so ensure you pay particular attention to the response.
"Unless it works for everyone, it doesn't work at all". Unfortunately many quality assessment software providers don't abide by the philosophy of being user friendly and user appropriate to all roles within an organization. There are many call centre QA stakeholders so ensure the tool you select is useful for the day-to-day users as well as senior managers, coaches and for BPO's even clients!
Before you choose a quality assessment software, you should map out the set-up phase which includes scheduling time with your IT team. If it's a cloud based tool its likely that the process will be quicker.
Want to know what pricing questions you should be asking when selecting quality assessment software? Click here. We also have a blog listing 14 questions about quality assessment product features.
Soft skills are one of the foremost predictors of call centre performance and agent success. In fact, according to recent research by Harvard University and the Stanford Research Institute, 85% of long-term job success depends on people skills, while only 25% relies..
To be successful in a call centre, agents must be able to deal with a high volume of angry, confused, and frustrated customers. They must be able to follow a script, but also provide information that is not scripted and communicate in a natural and friendly way...
Do you know how well your agents are handling every customer interaction? Does their performance meet your expectations for a quality customer experience? Are they following all the correct processes, remaining compliant, and getting the outcomes you want?