A quality assurance program is a great thing to have if you're scaling fast and/or are looking to create a consistent and quality customer service. However, if not done or set up properly, your carefully planned QA program can quickly backfire
I'm sure it's definitely not what you were going for!
If you put in place a quality assurance program but your employees aren't producing the expected results, they might be having issues and push backs that they aren't telling you.
The first step to getting your quality assurance program back on track is by recognizing what needs fixing.
Below, we'll discuss the four biggest quality assurance program mistakes that could be making your agents miserable.
Mistake 1: Unreasonable metrics
In order to ensure and establish consistency and quality customer service, you must measure agent performance and set goals. But could it be that your metrics are too hard to reach?
Setting extremely high goals doesn't motivate customer service agents. But it might make them feel like they are constantly failing and aren't good at what they do.
As a result, your agents will work their butts off to try and reach your unrealistic metrics only to continuously fall short. Although this might increase productivity in the short term, you are more likely to have higher attrition and employee burnout at the expense of your customer service.
Unreasonable metrics aren't just about hard to reach goals. It can also include metrics that are not aligned with your customer service values or company culture.
For example, let's say your goal is to focus on improving customer experience, yet, your metrics are made to hold agents responsible for keeping interactions under a too short a period of time.
This internal conflict sets agents up for failure before they even start working.
Work as a team
Don’t pull your scorecard metrics out of a hat. Work with agents to define the metrics they will be held against. Together, establish metrics and goals that are challenging, but achievable.
This is also a great time to take advantage and brush up on the company's values and the culture.
By working with the agents on the front lines, they'll feel included and more onboard with your quality assurance program.
Mistake 2: Your QA program feels too much like employee monitoring
Although an important part of quality assurance monitors employee performance, it should not be to monitor employees.
A quality assurance program is about making sure that your company offers a standard of quality customer service. However, if employee morale in the office is low, perhaps agents feel they are being monitored.
As a result, productivity is not what it should be. Your agents aren't putting their very best foot forward and sound more like robots doing the bare minimum to pass their scorecards.
If your customer service agents feel monitored, this is probably because they haven't been included in the process of your quality assurance program.
Align company and employee goals and make agents part of your QA process so they can contribute to a system that works for them and not against them. Agents should feel that there is a common goal and that your QA program will help them get there.
By doing so, agents will feel the company's goals as their own and that the QA process in place will work to help develop them personally and professionally.
Gamification of the workplace
Gamifying the workplace is also a terrific way of making your quality assurance program more engaging. By setting up by breaking down your goals into bite-size is and rewarding agents along the way, they’ll feel constantly engaged and motivated as they’ll be able to track their progress and thumbs up for it.
Mistake 3: There's too much focus on scorecards
Naturally, a QA program needs some kind of scorecard or rubric to track agent performance. However, a common quality assurance program mistake is putting too much emphasis
If the main highlight of your quality assurance program is your scorecards, agents will feel that your QA process only benefits the company and that it doesn't work for them in any way.
Agents have to feel that your quality assurance program also works in their favor. If it doesn't, you're likely to experience low morale and engagement.
An essential part of your quality assurance program should include coaching and learning.
Even if scorecards are an important asset, a successful QA program puts emphasis on strengthening and developing employee skills.
Learning and coaching
Create an onboarding curriculum that gives newcomers a strong base to get started. Hold regular learnings sessions to refresh and improve your agents’ skillset. Coach agents who need more attention and provide them all the tools they need to succeed.
Recognition and reward
If it’s all about the numbers, your agents will need to know what’s in it for them. There’s nothing wrong with having a strong focus on scorecard metrics, but perhaps it’s time to reward them for a job well done.
When agents get a perfect scorecard or get a 9/10 on a learning session, give them the recognition they deserve and put the focus on their achievement rather than just the numbers. Your team will soon catch on and be more motivated to do the job.
Voice of the Customer and feedback
Scorecards also serve as a way to provide agent feedback. Shift the focus off scorecards let direct Voice of the Customer do some of the
That’s right. Quality assurance Feedback doesn’t just have to come from management. Set up your QA process so that agents get real-time Voice of the Customer feedback after every interaction
Getting objective and direct feedback lets your agents know immediately how they are doing, creating continuous positive reinforcement or giving them feedback to improve without feeling monitored by the big boss.
Mistake 4: No clear path established
Your metrics may be clear, but the how-to is not. If agents are not equipped with the right tools to reach set goals, you might be experiencing low productivity in the workplace.
Setting a clear path can be solved with a thorough onboarding process, straightforward instructions
- Train well
- Provide objective feedback
- Reward good performance and coach those that could use a boost.
Repeat this cycle, and you will establish a clear how to for your staff to succeed.
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