Quality monitoring and management is business critical for organizations, and adequate quality assurance demands strategically defined quality assurance programs and practices. Organizations compete fiercely to offer better CX, and customer service plays a crucial role in creating a pleasant customer experience. The quality assessment ensures consistent quality of the services are delivered, and optimum customer satisfaction and engagement are obtained.
So, contact centers monitor customer interactions regularly and implement quality assurance programs for driving agent performance and constant improvement in their services. Also, technology plays an essential role in quality assessment as it widens the scope of quality monitoring and evaluation significantly.
Every organization is unique, as is its contact center’s quality assurance program. But some essential elements of quality monitoring and assessment are commonly required in quality assurance practices.
Call Recording
Contact centers record their calls for quality assessment and monitoring. In manual QA, few calls are selected as a sample, and the quality analysts evaluate only these calls. But there are contact center QA tools and software that enable contact centers to capture 100 % of their calls and other multi-channel interactions. These tools also filter, search, or playback the calls or access specific moments or parts of the customer interaction.
AI-enabled quality assurance software transcribes voice calls, and with predefined parameters, these tools can also evaluate the calls or other forms of customer interaction. For example, the entire call volume of a contact center operation can be recorded and evaluated with a contact center quality assurance software.
Agent Scripts
A well-defined agent script is a key to efficient, compliant, and successful customer interaction. Moreover, the scripts should be comprehensive and provide accurate and updated information to the agents. It should clearly define the actions and probable situations or events to help the agents act faster and more efficiently when resolving customer issues.
Therefore, a good script helps to minimize human errors and enables agents to adhere to the business processes. But agents must also be trained well in scripts and aware of the situations where they may need to deviate from the scripts. In addition, quality monitoring ensures that the agents follow the scripts in each interaction. Moreover, many contact center quality assurance software can detect if agents have completed the essential tasks and if agents took the correct course of action following the script in their calls.
Quality Standard Definition Document
A comprehensive document should be prepared with the overall guideline and procedures of the quality assurance program. Most importantly, it should include the objective of the quality assessment and monitoring program, and it should contain how the evaluation and monitoring will be performed, what will be monitored and evaluated, and who will be responsible for these tasks. So, it will help users to map the quality program with the organizational goals and provide a clear view of the existing quality process.
Feedback Forms
Feedback forms are an essential part of the quality assessment process. These evaluation forms contain different sections that generally follow the flow of a customer call or conversation. Feedback forms commonly have a greeting section followed by customer interaction and a closing section. In addition, there can be fields for scoring or grading the agents for different aspects like communication, process knowledge, compliance, and performance. Often various forms are needed for different queues and types of calls.
Contact center quality assurance software offers to integrate personalized feedback forms for manual QA assessment. The quality assessment software can also wholly automate the QA processes and evaluate the agents based on the evaluation criteria defined in feedback forms. Moreover, there are QA solutions that offer dynamic evaluation forms. These solutions enable users to create and customize the feedback forms without any assistance from the developers.
Quality Analysts
Quality analysts or specialists are typically responsible for monitoring and reviewing customer interaction. The QA evaluators assess the calls or customer interaction and provide their feedback to the agents. Also, they are accountable for agent coaching and highlighting mistakes and the areas that need improvement. Therefore, a quality analyst ensures that the standards of the QA program are maintained, and agents follow the quality guidelines properly. Also, quality analysts should be involved in creating and updating quality programs for making them better and more efficient.
In automated QA processes, the human QA can evaluate the specific interactions through the quality assurance software by accessing the calls or interactions and call transcriptions in the form of texts. The QAs can listen to a particular moment of the recorded conversation by playing the calls or viewing the call transcription from the quality assurance software. These solutions also generate real-time alerts for quality analysts and allow QAs to review evaluation results from the same platform for any customer interaction.
Calibration
Calibration is a great way to standardize the scoring and evaluation process and review if the QA evaluators are on the same page with the trainers and coaches. It also addresses disputes and provides self-assessment opportunities to maintain the quality program’s integrity. Therefore, periodic call calibration sessions are essential to ensure consistency and fairness and will help critique the existing quality program. Calibration sessions can be held through the contact center quality assurance software where a specific call or conversation can be selected; users can listen to the interaction and evaluate it through the same QA software. Also, customized feedback forms are provided in QA tools for calibration, and users can view different types of calibration reports in it.
Reporting
Reports help to obtain a comprehensive overview of all the interactions that are happening across the contact center operation. Therefore, a good contract center quality assurance software offers to customize the reports and displays real-time insights through user-friendly dashboards for its users. Reporting must enable the users to monitor the agents’ performance and provide an overview of the quality process. It should also offer timely alerts for its users. A capable QA software reporting section lets users track progress, spot trends, and quickly identify important areas. In addition, many QA solutions and applications display top performers, important tags, and other attributes through interactive dashboarding and reports for their users and provide actionable insights for more efficient business decisions.
Coaching Agents
The quality analysts highlight the errors or mistakes that need to be corrected and show the weak areas on which the agent needs to concentrate. The agents can check the QA feedback and review the scores or grades for different attributes from the QA tools and software. Agents need to pay heed to the comments provided by the QAs. Quality specialists can also offer recorded feedback through a QA tool for remote agents. Agents can listen to the call recordings, access the feedback, comment from the contact center quality assurance solutions, and understand the areas where they need to put more effort to improve their performance.
Call libraries are often built in the QA tools, with calls tagged for agent training. These calls are a good example of the best practices that need to be followed by the agents or may show the ideal way of handling customer interactions under challenging situations. It allows the agent to play the calls and review the interactions from the quality assurance software.
Wrapup
Quality assurance programs and practices must be built to attain the existing and future enterprise goals, and the components of the quality assurance programs may change accordingly. Most contact centers are transitioning from the manual QA process to an automated one, and so the elements and roles of the actors will need to be modified to suit the new process. So the contact center quality assurance solutions and the platforms must be chosen carefully so that they will be able to complement the quality process of a specific organization and support their quality goals and objectives.
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