Five Elements of a Successful Call Center Quality Assurance Program
Quality doesn’t happen by accident. That is why successful contact centers make Quality Assurance a top priority. A thorough call center Quality Assurance program not only evaluates the performance of individual agents but provides data to make a script or program changes that improve overall call flow.
However, successful QA cannot be grabbed off the shelf and plugged in. It must be custom-tailored to protect a specific brand and provide maximum benefits. At The Connection®, we believe there are five keys to implement a successful Quality Assurance program:
1. Set Program Goals and Objectives
The first step in creating a Quality Assurance program is to understand what performance goals and metrics are essential for the program's success and to ensure that they are measurable. In order to track specific goals and objectives, create a customized QA form or checklist to assess quality according to each of the identified goals.
2. Clearly Define Quality
Different companies define Quality differently. Some want calls to be as short as possible to handle higher volume. Some would rather have agents focus on empathy and active listening. Some expect agents to stick to the script, while others want agents to “naturalize” their conversations and use their discretion to resolve problems. So… here are the three D’s, Define, Determine, Develop:
Define what Quality means to each client
Determine the type and level of customer service they require,
Develop a customized approach to achieve the desired Quality results for your Client(s).
3. Make It Trackable
A valuable component to a successful QA program is the ability to track call quality in real time but also gather data to analyze over time. This data, over time, will give you the ability to identify patterns that indicate the need to modify training or processes in order to make the Team more productive and more effective.
At The Connection®, we use our own proprietary, custom application to track all QA scores. This enables us to track by agent, and by team to ensure both are meeting goals and delivering top quality. We can use a variety of queries to instantly analyze performance.
On the voice analytics side, we are able to track a higher volume of calls. When a supervisor logs in for the day, the first thing they see is a dashboard that displays the progress from the previous day, week, month, etc.
4. Speech and Voice Analytics
More and more, automated voice and speech analytics is becoming a major key to Quality Assurance. While manual QA is key and has its place, automated speech analytics allows you to analyze numbers of calls from each agent, every day. The results allow you to offer feedback and make improvements on a regular basis because first thing each morning, you see a report with yesterday’s results.
Having insights and analytics into call scores can expose trends that are causing sub-par calls. Do certain agents or teams need more training? Are there specific offers or product lines that need more clarification or support? By understanding these needs, we can get ahead of potential issues that may arise.
5. Provide Feedback
The sooner feedback is provided, the more meaningful it will be. Successful Quality Assurance programs allow for feedback within minutes or an hour, not days. Side-by-sides and double jacking can make a big difference here. Whether you are listening with the agent to a recorded call or watching and listening as they are on a live call, providing instant feedback is best. You can fix problems right away and also reinforce positive actions.
Consistency is a critical element of agent performance. If an agent scores 100 on one call and 50 on the next, it’s not helpful. Each customer has an individualized experience and the customer on the less-optimal call is not going to be happy, no matter what happened on the call before. Perfection is a very high bar, but it is extremely important that agents perform consistently — at, say, 95+ on every call. And with these five tips, your team will be consistently on the high side of QA scores.