The 10 Goals Of Having A Quality Assurance Program

CX Culture

Research shows that Americans are more discerning about the quality of their customer experience than ever, with 89 percent admitting to switching to a different brand after being treated poorly.

With service-centric innovative tools and resources widely available, there’s no excuse for letting your customers and potential clients down.

As the stats show, a large portion of your audience simply won’t stand for bad service — and they’ll take their money to your competitors instead.

Implementing a quality assurance (QA) program into your daily processes empowers you with the means to improve, adjust and possibly even overhaul your entire approach to customer service. But what are the main goals and objectives of quality assurance in your business or organization?

In this article, we’ll cover:

  • How a QA program helps deliver ongoing customer service training for improved CX
  • The benefits of call monitoring and scorecards
  • Providing customers with a consistent experience across multiple channels
  • Identify under-performing agents through custom metrics
  • How a QA program helps you fill customer service gaps
Goals Of Having A Quality Assurance Program

#1. Identify underachievers

Not everyone in your customer service team will be performing at their best. Identifying underachievers isn’t about point fingers, but more so to make sure everyone is on par. Quality assurance allows you to do just that.

A QA program lets you assess the performance of your customer service agents based on custom metrics. Gathered data and reports shows you which employees are not meeting their goals and in which area.

Being able to recognize this will help you put a training and feedback plan into action so all your agents can hit their target metric goals.


#2. Deliver targeted trainings

Effective training lays a stable foundation for your customer service agents, but are you doing it right?

Too many companies deliver training as a one-off, perhaps on an agent’s first day at the office. They’ll bombard newcomers with a torrent of information and guidelines they may not understand, and expect them to hit the ground running.

A QA program should deliver the data needed to provide ongoing targeted training based on individual employee performance.

Related: Call Center Training Ideas You Can't Miss Out On


#3. Achieve consistent service

58% of customers questioned for a survey revealed they found inconsistent service across multiple channels frustrating.

Related: 9 Tips For Consistent Omnichannel Customer Service

People want the same personal, dedicated service no matter which channel they use. Not to mention, customers want agents to have their details on-hand too, to avoid repeating themselves.

One of the objectives of quality assurance is to measure customer service satisfaction and agent performance on multiple channels in order to find areas of improvement. Thanks to Playvox’s integrations, managers can measure customer interactions from different touchpoints all in one place.


#4. Measure progress and development

Scorecards work brilliantly alongside call monitoring. Having standardized metrics when listening to recorded interactions, helps analyze gaps in a measurable format.

Your QA program’s scorecards allows managers to see an individual’s progress over time and see where they excelled or missed out. Being able to get a clear view of an agent’s progress leads to quicker action being taken to train or reward.


#5. Ensure faster responses for all customers

Customers want to get the help they need as quickly as possible so they can get on with their day. It’s that simple.

Another of the goals and objectives of quality assurance is to increase responsiveness. Monitoring calls and analyzing metrics lets you see how quickly calls or queries are being responded to. You can spot peak call times, which types of issues take longer to resolve and how long people are waiting on hold.

With training, and better resources, you can get through interactions faster without having to hire more staff. Productivity will improve and more customers will be satisfied.


#6. Fill unnoticed service gaps

Are your agents failing to answer certain questions or missing important opportunities to deliver a better experience?

There may be service gaps you won’t find out about unless you’re listening to interactions or talking to your agents. Small-but-important areas could be missed without a QA program, detracting from your overall quality of service without you even realizing.


#7. Adhere to your mission/goals

Your customer service should align with your company values and mission. If you’re selling your brand as one that cares about people and providing a personal service but utterly failing to follow up on it, customers will notice. Your reputation may take a hit and word will spread.

One of the goals and objectives of quality goal assurance is to make sure your service echoes your company’s ethos and mission statement. Take control of your entire customer service strategy and create a uniform experience. Don’t leave it to chance.

Related: How To Create A Feedback Culture In Your Contact Center

 

#8. Cut down on staff churn

Reduce staff turnover by providing a more driven, engaging, collaborative workplace. If your employees feel undervalued and as if their hard work goes unnoticed, their performance will suffer and they’ll look elsewhere. Hiring new staff and training them costs money and disrupts team dynamics.

Related: Easy And Creative Rewards For Call Center Agents

Playvox’s reward system and real-time communication helps you boost employee engagement and stay connected to your workforce. Identify causes of dissatisfaction, resolve issues and let agents know they’re a vital part of the company.


#9. Enhance customer loyalty

Increasing customer retention by as little as 5% can boost profits anywhere from 25 to 95%.

A main goal and objectives of quality assurance is to boost customer loyalty. Consistently good service will encourage customers to stay loyal and put faith in your brand. With a QA program, you can spot customer pain points easily and keep refining agents’ skills to anticipate your customer’s needs.

Satisfied customers are more likely to recommend your company to others and leave positive reviews online. Good service will keep feeding your success.



#10. Create a culture of caring

Personalized training, constructive feedback, tangible rewards and a greater sense of being valued all help to encourage a genuine drive for excellent service in your workforce.

Over time, the need to deliver quality experiences and keep customers as happy as possible will become part of your company culture. It’s vital to keep staff motivated and ensure they know why being the best service-providers matters. Incorporating a QA program into your processes makes all this possible.

Related: Why And How To Create A Strong Call Center Culture 

These 10 goals and objectives of quality assurance show how QA can transform your customer experience, boosting consumer satisfaction and enhancing your brand reputation over time.

Are you thinking of implementing a QA program in your company? What goals would you like to achieve from the process?

Jade Longelin Jade Longelin

Jade Longelin is a digital marketing specialist. When she's not working with PlayVox or her own projects, she's either traveling or spending time with her dog.

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