How important is a positive customer experience?
The numbers speak for themselves:
65 percent of American consumers believe a good customer experience (CX) carries more influence than advertising
73 percent of buyers across the globe claim a positive CX is one of the main factors driving their loyalty to a brand
Consumers are willing to pay up to 16 percent more for products or services if they know they will enjoy a good CX
Creating and maintaining a high-quality customer experience is critical for ongoing success, but it can be a pretty intimidating prospect. Quality assurance software will help you improve all aspects of your customer service and simplify the entire process, but what features should you be looking out for when searching for the perfect QA software?
#1. Reporting tools
Your QA software should offer comprehensive reporting across multiple areas, to keep you informed on how your service agents are performing and developing. This information is presented in clear, digestible formats to suit QA analysts, managers and agents at all levels.
Good reporting tools will present you with actionable data, empowering users with the information required to make positive changes (based on individual and team performance). The right QA software allows you to create personalized dashboards for your agents and makes it easy for them to adjust their behavior to improve CX consistently.
#2. Scorecard customization
Scorecards are a simple, user-friendly tool for measuring agent performance — but they should be customizable for maximum relevance to your requirements and departments being held accountable.
If you only have access to generic scorecards, you may be unable to actually score agents with metrics that really matter. Custom scorecards can be built to focus on the most impactful elements of an interaction; they should be easy to tweak as the quality assurance process raises fresh issues / opportunities over time.
#3. Calibrate QA analysts
Look out for QA software that allows you to undertake quality calibrations. This guarantees that your entire QA team knows exactly what they’re aiming to do, which areas to focus on and are performing as expected.
Good QA calibration keeps quality-assurance analysts aligned, avoiding confusion that could cause severe delays and costly mistakes. Consistency is vital in an effective QA program, and calibration is a major contributing factor to that.
#4. Team collaboration
The most reliable QA software empowers your agents with the tools to collaborate.
This ties into the previous point on calibration: collaboration tools lets analysts, team leaders and managers discuss any issues with their evaluations, discuss feedback techniques, share ideas on presentations / documents and maintain a cohesive QA process at all times. This is possible whether they’re in the office or working remotely.
The software needs to be accessible to QA analysts of varying degrees of tech-savviness: newcomers should be able to dive straight in with minimal confusion, enjoying the same fluid performance and user-friendliness as seasoned pros.
#5. User-friendly design and performance
Your QA software shouldn’t just be welcoming to your quality assurance team, though. All agents, managers and team leaders must feel comfortable integrating it into their everyday duties.
An overly-complex platform will only disrupt employees’ usual workflow, consume valuable time and potentially cause real frustration — the last thing you want if they’re dealing with customers all day.
Any software you invest in has to be designed to suit all members of your contact center / customer service department equally. Choosing a restricted platform can prevent a cohesive quality assurance process and potentially put barriers between departments (making the QA team’s job harder than it has to be).
#6. Training facilities
Training should be an integrated and organic part of running a successful QA process: simply inflicting generic one-size-fits-all sessions upon your employees once in a blue moon is a waste of time and money.
Your quality assurance software needs to facilitate coaching and relevant training. Analysts should be able to evaluate performance through call monitoring, scorecards and customer feedback before crafting responsive training.
Coaching sessions should be designed to address specific issues and establish attainable goals on a regular basis. Having a coaching tool integrated with your QA software allows analysts and managers to easily refer to past scorecards, call recordings and reports within a few clicks.
Not to mention, targeted training within your QA software enables you to distribute content suited to each agent’s individual needs right at their desk.
#7. Real-time feedback
Delivering feedback is pivotal to helping your agents overcome personal / team obstacles and improve. Quality QA software offers instant messaging for real-time feedback: so agents can receive feedback from the customer or their manager in a fluid way.
This eliminates the need to pull employees away from their desks and means mistakes can be addressed before or as they occur, rather than days after they happen. Agents can respond and take part in the evaluation process too, boosting their engagement.
#8. Centralizing data
When shopping for QA software, pay attention to ones that can be integrated with your current customer-service tools and CRM.
Why? Because you’ll streamline your entire customer-service process and collate data from multiple sources all in one place. As a result, QA analysts are able to monitor performance on a wider scale and assess all of your customer interactions.
The software should make it easy to organize and filter all interactions, enabling analysts to work in a tightly-structured way. Keeping data centralized in one platform creates a smoother, more fluid quality assurance process, without the need for multiple tabs or log-ins.
#9. Cost-effectiveness and real ROI
The more your QA software does, the more cost-effective it will be. If you have to buy a number of different systems to provide a complete experience, you’ll end up potentially spending more — and putting a number on ROI will be harder.
Software covering all the major facets of an effective quality assurance process helps build a stronger customer experience. Over time, you will achieve more loyalty, establish a better reputation and attract new customers.
Boosting retention should be a main goal of investing in QA software, and as it costs five to 25 times more to acquire new customers than keeping an existing one, saving your money and keeping your customers coming back for more.
Sounds like a tall order? You can find a QA software that ticks all these boxes with Playvox, ideal for contact centers and customer-service departments on all scales.
Choosing the best software available will help you create a streamlined, cohesive quality assurance program that boosts performance across the board.
What results have you seen with QA software and how has it transformed your customer experience?