Not all quality assurance processes are created equal. Just because you’ve put a process into place doesn’t mean you can sit back and relax.
A comprehensive QA process is integral to any team that aims to deliver unbeatable customer service. But what does that even mean?
Your quality assurance should help you easily monitor your customer service performance, identify flaws and take steps to improve.
So how can you go about creating a call center quality evaluation process that works for you? Join us as we explore 8 below:
1. Call Recording and Monitoring
Just because you trust your customer service agents’ abilities doesn’t mean there’s no room to improve and provide a uniform service in line with company culture.
Step one to setting up an effective quality assurance evaluation method is call monitoring. By recording interactions between agents and customers, you’ll get to listen to the exchange and hear first-hand the quality of service being delivered.
By listening to calls, you can identify ways in which the agent is succeeding and where they can improve. Is their tone in line with the company? Are they able to diagnose the issue and resolve it with minimal hassle?
Based on the results of call monitoring sessions, you can create personalized and targeted training to improve specific skills where they are most needed.
2. Embracing the Full Power of Reports
Playvox’s extensive reporting feature enables managers to sort metric data with remarkable precision, filtering by specific QA analysts, by teams, and by individual agents. What makes this one of the strongest quality assurance evaluation methods?
You’ll be able to form a comprehensive overview of your customer service across the entire call center or by individual departments, putting the data at your fingertips so you can take the right decisions.
Reports offer an insight into agents’ performance and helps you decide based on real, tangible information rather than opinions.
PlayVox enables you to create reports such as:
- Coaching opportunities (view scorecard questions which garnered low scores, Playvox suggests which agents need to be coached and in which areas).
- Coaching by QA agents (check out agent rankings and provide coaching to underperformers).
- Coaching by QA sections (view scorecard sections requiring reinforcement).
- Scorecard overview (How many passed/failed each question of the scorecard).
- And many more!
Reporting has plenty of potential to maximize the power of your quality assurance.
3. Building Scorecards with Relevant Metrics
Scorecards are one of the simplest quality assurance scoring methods. These allow you to score agents’ performance according to certain metrics, which managers and/or QA analysts can choose.
Scorecards make the entire process of assessing your call center quality evaluations much easier, providing at-a-glance breakdowns of each interaction. Just by looking at the scores, you’ll be able to pinpoint which agents require further training and if there are specific sections with which agents struggle with as a whole.
You no longer have to guess and estimate when it comes to customer service.
4. Delivering Productive Feedback to Agents
As you gather data through reporting and monitoring calls, you’ll be able to gain insights into your customer service agents' performance.
Take advantage of this data to deliver productive feedback and create an action plan.
But delivering feedback doesn’t have to be in a one-size-fits-all format. Playvox also accommodates real-time feedback so you don't blindside agents during formal feedback season. After each customer interaction, they can send customer surveys and receive VoC directly from the customer so they know how they are doing on a case-by-case basis, allowing them to pinpoint mistakes and fix them on the spot.
5. Distributing Customer Surveys
Surveys make terrific quality assurance scoring methods: Invite customers to share their thoughts on the quality of service they have received.
This lets you understand how your call center is doing overall and how your customers feel about your brand.
6. Polling Workers for a Staff-Centric Workplace
Although keeping customers happy seems like it should be your top priority, keeping staff content is even more important.
Maintaining a fulfilled staff leads to a more engaged workplace with lower rates of absenteeism and turnover. Your agents should feel valued, respected and as if their work matters.
Conduct regular polls to gauge how satisfied workers are, what changes they would like to see, if they have any ideas they would like to share and more.
7. Assessing Agents’ Progress and Development
Monitor employees’ performance and progress to measure just how effective your quality assurance process is.
By doing this, you’ll get to see which agents need more training and reward which ones for their outstanding performance.
8. Making Training an Ongoing Project
Training should be an ongoing process rather than a one-off or occasional effort and quality assurance lets you do just that.
Thanks to performance metrics that allow you to see progress over time in specific areas, you’ll be able to deliver personalized trainings to those that need it most when they need it.
Providing a time-effective and personalized learning process gives the needed tools to your agents and eliminates fluff that they’d otherwise forget.
Incorporating a comprehensive, user-friendly QA system into your call center will help you improve agent performance and create a better customer experience overall.
What call center quality evaluation methods have you found to work best? Share them with us in the comment box down below!