Reporting is a key part of a transformative quality assurance program. Good reports empower you with different types of data in a fast, user-friendly format: you can view changes in performance, progression of your employees and overall impact of QA on your team without having to scour pages of complex information yourself.
Multiple types of quality assurance reports will help you get a clear overview of the QA program’s evolution, providing you with the data you need to make informed decisions.
In this post, we’ll explore the five most effective types of quality assurance reports and examine how they help your QA program grow.
1. Agent Evaluation Report
Agent evaluation is a cornerstone of the entire quality assurance process. You’ll invest time into monitoring your employees’ performance as they interact with customers across phone calls and live chat conversations, and reporting compiles all the critical data you need to know into an easy-to-read file.
Evaluating agents incorporates a number of different metrics, contributing to an overall score for an interaction. This demonstrates how effective said workers’ service is, and lets you see where faults may lie.
Both QA analysts and management should study agent evaluation reports on a regular basis, throughout the ongoing quality assurance process. They will be able to identify the impact feedback, training and reward is making on their performance.
2. Agent Failure Reports
Everyone makes mistakes. From agents on their first day to managers who’ve been with the same company for decades, the occasional error is just part of being human.
However, even the slightest oversight can affect the experience a customer has with your contact center or customer service department. A new employee who struggles to use your database could frustrate a caller who’s already having a bad day, leading to a tense interaction.
That individual might choose to never call your support agents for help again — or switch to a different provider altogether.
Put simply: An honest mistake can cost you customers, and must be avoided. Agent failure reports let you do just that by showing when and how employees make errors.
With this data, analysts and management can come together to brainstorm coaching/training sessions to prevent the mistake from being repeated. You can continue to monitor agent performance and failure reports to track the positive effects such preparation creates.
You may notice improvements in customer feedback too, they have no reason to rate their interaction poorly if the agent is mistake-free. That’s why it’s so important to leap on errors when they happen, find a solution and integrate the lesson into future training.
3. Response Time Reports
Good service is vital to establishing and maintaining a loyal relationship, but few things can sour the customer experience quite like lengthy response times.
In fact, a survey of consumers revealed that 60 percent feel being put on hold for just a single minute is too much, while 28 percent would prefer the option to request a callback instead of ever going on hold at all.
If you’re leaving customers to wait for a minute or longer, be aware, you could be alienating them. And unsatisfied consumers have access to more alternatives.
The same is true of live chat and email interactions — don’t leave customers hanging on any channel.
A response time report carries critical data on how long your agents are leaving people without the assistance they need.
Study these reports to see which agents are dragging your overall response rates down and investigate why. Do they lack the training to resolve calls as quickly as colleagues? Are they spending too long making idle small talk?
Address the root cause and keep checking the data, to chart the agent’s development. Streamline your response times as much as possible for better customer experience.
4. Response Quality Report
The quality of response consumers receive can make or break their relationship with your business. Believe it or not, U.S. businesses lose a staggering $75 billion each year due to bad service. Customers have more freedom of choice and are less willing to put up with sub-par experiences.
Call center agents must engage customers in every interaction. They have to listen to the problem, identify the pain point(s) and take steps to resolve issues as soon as possible. They should be sympathetic and apologetic, without dragging the conversation any more than they have to.
Response quality reports focus on the type of service the agent has provided, based on different metrics found in your scorecards. This will cover the way in which your employee greeted the customer, how quickly they resolved their problem and more.
5. Effectiveness Report
Finally, the effectiveness report explores (as the name suggests) how effective the agent’s service is overall.
Checking this report frequently will reveal how your agents are improving as a result of your quality assurance program. Are they taking their training on board? Are customers providing better feedback? Are First Call Resolution (FCR) rates increasing?
You want to build a call center/customer service team that’s effective enough to keep consumers satisfied and loyal. It’s that simple.
What’s NOT simple, though, is trying to do that without studying data or charting development through in-depth reporting.
A comprehensive infographic at Customer Experience Magazine revealed that consumers increasingly expect personalized service, proactive relationships and reliable multi-channel communication. By taking steps to deliver all of these things now, you can help to future-proof your service and retain more customers in years to come.
Aim to keep boosting the effectiveness of your CX performance and gathering customer feedback, to know how you’re meeting their expectations. In short, never underestimate the value of a good QA report.
Quality assurance might be a long process, but it has a real goal and a tangible payoff — to keep your agents performing at their best, build customer loyalty through top service and achieve greater success.
Reporting is inherent to the QA program. Every morsel of data can take you closer to creating an unbeatable customer-service team. Pay attention to the five types of reports explored above to maximize your quality assurance process.