If you're reading this, it's probably because you are growing quickly and sure enough, you've found the need to build a sturdy foundation upon which to scale your customer service support team.
If I hit the nail on the head, then you should note that it’s important to start standardizing processes and setting the tone for the future now. Doing so will allow your team to be on the same page and provide a uniform customer service.
That said, having a quality assurance program in place serves as a way to reduce noncompliance, avoid customer experience mistakes and other errors that could occur internally. By having processes, you provide a structured work environment that makes it easier for staff to know their responsibilities and help them focus on performing their job the best way they possibly can.
Here are seven steps to help you get started on building a QA program for your customer service support team from scratch.
1. Define standards and goals for your customer service
Visualize and think about what you want your team to achieve. Knowing which direction you want to go is the base of defining the next steps for building a QA program for your support team.
2. Set policies and procedures for each department
Quality is a team effort and everyone in your company must be involved. Determine a set of procedures adapted to each department and level in order for all staff to participate and take action on this new change.
3. Share the news
Once everything is planned out and has been carefully outlined, communicate the new procedures and changes that will take place with your staff. Before making a big announcement, discuss this with the head and managers of each department.
Talking to your managers first, prepares them for the changes ahead and allows them to participate in prepping and handling front-line employees when questions arise.
4. Implement the procedures
Now the fun really begins. Collaborating with the different head of departments, work together to implement the new policies and procedures. This can be done through trainings, one-on-ones, and continuous feedback with employees.
Initially, it is normal for doubts to come up. It is your job to address any questions and concerns for both managers and front-line employees and ensure adherence to the new procedures through regular tracking and reporting.
5. Get feedback
After a few weeks or a couple of months after implementation, organize discussion and feedback sessions among managers meet and their teams to hear their experience with the new QA program. By creating a 360° feedback, you'll empower the entire organization and reduce resistance.
6. Measure results
Right around the same time you are getting feedback, start to analyze the progress and changes the procedures have brought on and measure the adjustments that have happened within your customer service support team.
You can do so by analyzing KPI's before and after the implementation and reviewing your voice of the customer. This can easily be done using a CRM system or tool such as PlayVox.
7. Communicate results
There is nothing more motivating to staff than knowing that their actions have led to a significant improvement for their organization. An increase in happy customers, sales, or a reduction in waiting time all have to do directly with actions that front line employees took.
Let staff know that they have had a direct impact to change and transform the company. After all it's because of them that you were too able to successfully establish new procedures. By motivating and empowering staff, they'll be able to better embrace your vision and continue to power forward.
8. Adjust as needed
Remember that when the procedures and policies were defined for your QA program, it was all in theory. Now that you have gathered both feedback and measurable results, it's time to analyze gaps and areas of improvement to tweak the procedures as necessary. This could be done by getting more feedback to spot areas of weaknesses, providing improved training and deeper VOC analysis.
If this sounds like a lot of work, that's because it is. Assign a quality team spread out across different departments that work with team members and can report back to you.
Just because your QA program works now, doesn't mean that it will a year from today. Get continuous feedback, measure and communicate results, and adjust as needed on a regular basis. This can be done once or twice a year. The idea is to never fall behind and always stay ahead of the competition as well as keep up with the changing and dynamic customer trends.
Remember, there are many solutions to help you with your quality monitoring for your support team. PlayVox offers a solution to track quality as well as coach, train and reward your staff all from the same platform, saving you not only time and money, but accelerating processed to increase your sales faster. For more information, sign up for a demo today!