Trying to optimize your contact center’s quality assurance (QA) program? Consider these three tips.
- Your QA should be focused on high-value calls.
Randomly selecting calls for QA gives you an average of QA rates, but no actual insight into particularly good or particularly bad calls. The best and worst calls are important because this is where agents either improve or ruin customer loyalty.
Every interaction between a contact center and a customer costs money. When you QA a low-value call, you’re just adding onto the cost without getting anything insightful in return.
Instead of randomly choosing calls to score, first assess calls based on the data that’s auto-tagged to them via speech analytics. Call transfers, calls that are put on hold, high-value orders and repeat calls are the most important types of calls to score. You can still randomly select calls, but select them from within a certain category.
- Use speech analytics to monitor 100% of calls for quality assurance data.
You can setup speech analytics categories for many of the QA agent conformance checklist items. These include:
- Proper greeting
- Call recording disclaimer
- Verification of personal information
- Proper closing
You’ll be able to get a percentage score of calls where this information was and was not used. By looking at the scorecard, you’ll be able to glean important insight. For example, you may see that a particular agent isn’t closing the call properly most of the time.
This is a way to off-load a big portion of QA monitoring. Instead of doing this manually, you can have your system do it automatically. Then, you can shorten the amount of QA questions you need to answer, such as if the agent provided the customer with the right answer and if the agent had enough product knowledge.
- Adjust the amount of QA evaluations you do for agents based on performance.
Agents who regularly perform well don’t need to be monitored for QA as much as other agents. For example, if an agent has a QA score above 90%, they can be monitored less frequently the following month. Furthermore, agents who have low QA scores should be monitored more frequently the following month. While it may take extra time to setup additional monitoring or to reduce the frequency of monitoring, it’s a good way to give struggling agents the extra help and attention they need.