Contact center quality assurance (QA) programs are designed to give customers consistently superior service when they contact an agent or when an agent contacts them. These programs assess the agent and spot trends in contact center performance. Since customers use a wide range of channels to contact businesses, QA programs have to monitor performance across all of those channels.
Quality Assurance Software and Agent Monitoring
QA software can capture information including time and date, the agent handling the call and call duration. The call is recorded, as long as the customer is informed ahead of time. Software may also track details like multiple calls from a single customer and transfers between agents.
Speech analytics is can be used to monitor sections of the agent-customer interaction, including proper greeting and closing; disclaimer for the call recording; and verification of name, social security number, mailing address and contract terms. It can also be used to identify customers that are not satisfied. It’s important for contact center agents to know how their performance will be measured and how they’ll be provided with feedback based on performance.
Focusing on High-Value Calls
In the contact center, different calls have different priority levels. Data can be used to assess call value. High-value calls include transfers, calls that are put on hold, high value accounts, large orders and repeat calls. Low-value calls, on the other hand, aren’t usually worth the cost of monitoring or coaching.
Benefits of Quality Assurance Programs
The data collected gives management information that’s helpful when planning future training programs and incentives. Management is also able to identify the problems that can be improved. For example, if there’s an agent who regularly fails to meet first call resolution goals, they may need more training in a certain area, like product knowledge.
QA software can also assess transfers to determine if they’re “good” or “bad.” An example of a good transfer is when the call is transferred to someone who’s able to get a sale from the customer. An example of a bad transfer is when an agent doesn’t know the information they’re supposed to know and has to transfer the call to someone else to handle the inquiry.
Contact center QA programs and software can lower the number of nonessential transfers, help improve first call resolution, improve customer satisfaction and result in more sales. They also improve the quality of customer service, increase agent efficiency and reduce unnecessary spending.