Depending on how your processes are set up, your QA assurance team can quickly be seen as a type of customer service Big Brother.
To turn this negative rep around, creating incentives and friendly competition within the process can create a more positive experience for your customer service agents.
By creating a fun environment and gamifying the process, you'll be able to motivate staff and improve performance effortlessly.
First things first. Before you begin, both your QA and customer service team should be on the same page. This means agents know the company's goals, mission and vision and have aligned their client communication accordingly.
This of course, is also reflected in their scorecard. They understand the KPIs that they have to meet and have clear processes and instructions on how to go about meeting their goals.
Now the fun can begin!
Below, we’ll discuss how to integrate positive reinforcement through competition and recognition within your QA assurance program.
Do it at every chance you get. Whether you work in the same physical space as your staff or work remotely, public recognition holds a lot of traction.
Public praise does more than give a pat on the back and has many benefits including:
- Driving individual performance.
- Creating a sense of pride within the individual amongst coworkers.
- Leading peers to also congratulate the individual.
- Motivating the team to increase their performance.
- Building a 'feel good' atmosphere that strengthens team confidence.
A congratulatory meme on the community wall or a written message on the main office whiteboard only takes a few minutes, yet its effects will last long after it is erased.
At PlayVox, people earn Karma points for different actions they take within the platform, including a wide range of QA-related activities.
Over time, staff can use their accumulated points to enter company contests for a chance to win awesome prizes.
Of course, for this to actually work, incentives would also have to be pretty attractive. This doesn’t mean a trip to the Bahamas but it could be tickets for 2 at the best local burger place.
Going beyond the prize, it’s up to your organization to gamify the day to day so points stay top of mind. You can do this by sharing individual team members' point updates and highlighting top-performers.
Doing so takes the focus off the prize and creates friendly competition. If a coworker is only a few points away from another, you can bet they’ll work extra hard to widen the gap.
Make top KPI scores public
Being top 20 of 600 students in my school, I remember sharing and comparing test scores and grades with my classmates right after we received our exam grades back. I practically for those moments. And it's doing so that led me to take some of the most challenging classes in the curriculum.
Allowing customer service support staff to see and compare their KPI scores against their colleagues creates the same setting. It builds friendly competition, especially amongst top performers and lets them see how they fare on a global scale.
Not only is it motivating to work hard to try and beat other colleagues, but it can also serve to unite staff and strengthen team work.
Using those scores, create learning sessions where top performers give tips and tricks of the trade. You don't have to rely only on the QA team to provide feedback anymore. Doing so will empower your customer support top performers and encourage further collaboration and agreement with QA. It’s a win-win for all!
It’s about time Quality assurance became an integrated part of customer service support! It shouldn’t only one-sided when it comes to monitoring and giving feedback. Customer service agents can also take part in the process by making it fun, productive and empowering to one another.
Looking for a software to take your QA management to the next level? Check out our PlayVox solution to help you manage and optimize your team performance!