A study shows that customer experience will have become the key brand differentiator by next year, dethroning price and product as the leading factors.
That’s not hard to believe, when consumers have so many businesses competing for their money. The internet is fertile ground for any entrepreneur looking to enter the marketplace, and if a customer feels let down by one company, they’ll have plenty of alternatives. Even in niche sectors, choice is guaranteed.
Business expert Tony Allesandra hit the nail on the head when he said:
“Being on par in terms of price and quality only gets you into the game. Service wins the game.”
But if your customer service team is going to fire on all proverbial cylinders, they have to be organized. And nothing helps a workforce stay on track like good tools.
Playvox QA software has helped call centers and customer service departments transform their CX as part of their quality-assurance program. One key component of our platform is the Workloads add-on — this has the potential to make managing workloads easier, smoother and more effective.
Join us as we take a closer look at how managing your workloads wisely can boost productivity, visibility, decision making and taking positive actions that take your customer service to a new level.
We’ll break it down by the different components of the team: customer service agents, quality analysts, team leaders and admins.
Customer Service Agents
Your customer service agents are in direct contact with consumers every single day. They have the power to leave your customers 100 percent satisfied or determined to never, ever call back.
And it matters. One incident of rudeness or incompetence can be enough to put someone off a brand for good. A positive customer experience, on the other hand, is considered more influential than a great advertising campaign by a massive 65 percent of buyers.
That’s why a quality assurance program is so crucial: quality analysts will evaluate your customer service agents’ performance, identify flaws and help strategize effective ways to fix them. Call monitoring, customer feedback, productivity data and more all help quality analysts track agents’ work.
But actually staying updated on every member of a customer service team can be daunting, especially in larger call centers or brands. An effective workload-management tool equips quality analysts with the features they need to evaluate interactions accurately and efficiently.
Customer service agents’ work will be assessed and tracked with less risk of mistakes or oversights. This ensures they’ll receive the right feedback, coaching and training required to help them grow — ultimately delivering the right kind of CX to boost retention.
As interactions are assigned to quality analysts randomly, agents can rest assured there’s no danger of bias too. A good quality assurance program is fair, balanced and based on performance, not personalities.
Quality analysts have a lot of work to get through. They’re listening to call recordings multiple times to pick up on strengths and weaknesses, they’re checking scorecards, they’re liaising with management to drive improvements. It’s a tough job.
Using Workloads keeps their work process simpler and easier to manage. They have more visibility of their progress and productivity on their dashboard: the data they need to organize their own workload is available at a glance.
The process of choosing interactions to review is automated too. Customer interactions can be assigned to quality analysts automatically: they’re free to focus on their work without having to gather interactions themselves.
This randomness protects them from any accusations of bias, and saves time they might waste trying to pick interactions carefully. Workloads can be kept short too, with each lasting for one week before automatically resetting.
Team leaders oversee a number of customer service agents and are responsible for helping them perform at their best.
Quality assurance will provide team leaders with the data they need to encourage, motivate and guide their agents to develop their skills. But they need to keep their engagement with their team balanced: if they focus more on one or two more, the rest of their agents could become frustrated.
This is why keeping the way in which customer interactions are assigned to quality analysts random is so important: it provides a balanced view of the customer service team, rather than focusing on just a small portion.
For example, simply choosing a group of agents to evaluate during quality assurance would be counter-productive: they might improve, but what about the others? Their customers’ experience could still be sub-par.
Team leaders will receive accurate, fair data on their agents’ work. This allows them to work with their team in a more cohesive way, boosting their performance as a whole. Any risk of bias is removed from the equation, so everyone from the highest achiever to the lowest-scoring employee gets a fair chance to grow.
Admins responsible for tracking quality analysts’ performance will benefit from increased visibility and greater control.
Workload reports provide admins with valuable data covering each quality analyst’s productivity during the specified time. Historical information allows them to review progress and development over a period of weeks and months, gauging how their productivity may have changed in that time.
Admins gain insights into quality analysts’ workloads with detailed coverage, with simplified visual information displaying the interactions assigned, the progress made and the number of assignments set during a week.
Admins can use this to make decisions about quality analysts’ work. Are they being assigned too many interactions? Are their productivity levels rising, falling or staying the same? Is assigning multiple analysts to a workload the smartest choice, or can smaller workloads involving fewer analysts yield better results?
Admins can take reports to members of management and review it together. The quality assurance program is vital to maximize customer service agents’ performance and the customer experience, but quality analysts should be subject to evaluation too.
Helping them be more productive, more engaged in their work and ultimately hone their skills benefits the entire customer service team.
Managing workloads can be stressful if you rely on outdated or ineffective systems. Cluttered spreadsheets and disorganized folders make everyone’s team harder, especially for quality analysts with dozens of employees to evaluate.
Focusing on tight organization reduces the risk of confusion, mistakes and oversights, leading to a more accurate, effective QA process.
Integrating Workloads into your customer service team’s quality assurance program can help to boost performance, cultivate a stronger call center and increase customer satisfaction.
What tips do you have for managing workloads and streamlining everyday tasks? Share your ideas and insights below!