Improving Quality Assurance? Easy as 1-2-3
Quality assurance offers a way to turbo-charge the benefits of call recording and monitoring. The objective is to measure agent performance, and initiate changes in training or procedures as needed to boost customer service.
It’s an important effort but one that presents an array of challenges to achieve effectively. Here are three tips that can make a big difference in your quality assurance strategy.
1. Don’t Rely on Random Sampling
While every customer is important, some customer calls are simply more important than others, at least in how they pertain to quality assurance. Rather than selecting a random sample of calls for evaluation, focus on scoring calls with the most significant orders, calls from the highest-value customers, and/or those related to a specific promotion or upsell opportunity. Desktop analytics software (available from Monet) can make it much easier to classify calls and find those that meet any pre-determined criteria.
2. Close the Loop
Quality assurance does not work as a standalone program. It should be part of a customer service cycle that ends with satisfied customers, and begins when agents are hired and trained. Think of quality as a proactive process that fuels every contact center action, and necessitates regular updates based on customer feedback.
3. Reassess Your Training Efforts
Training is a vital component in agent performance, so regular training sessions should be a necessity, and should not be approached as an afterthought, or something to squeeze into brief respites of low call volume. Also, make sure training is supplemented with ongoing coaching that provides positive reinforcement and support.
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