Taking Action to Boost Performance Based on Quality Assurance Reports

CX Culture, Customer Experience

Quality assurance reports give QA analysts, managers and team leaders critical information upon which to make decisions.

 

However, hiring QA analysts to evaluate your customer service agents’ performance and gather insights is worthless if you’re just going to let the data sit unused. Management teams must take action on quality assurance data, identifying essential changes and improving the standard of customer service you’re known for.

You may have certain QA results expected for scaling, and could be looking to start projecting business growth based on QA reports. And that’s to be expected: a quality assurance program is invaluable to identify if you’re in a position to start growing your operations, hire more staff and work towards a brighter future.

Quality assurance reports compile useful information and present it in an accessible way, and a reliable QA report application will produce them quickly. But knowing how to read them and make decisions based on your findings determines how beneficial your quality assurance program is.

Taking-Action-to-Boost-Performance-Based-on-Quality-Assurance-Reports 

The Different Types of Quality Assurance Report

 

There are different types of quality assurance reports to consider, and the quality of insights will vary. Depending on the QA results expected for scaling, you may be disappointed to discover your customer service agents aren’t performing to the standard you assumed. Your customers could be ending calls before completion, failing to return and allocating low scores in post-interaction CSAT surveys.

Here are the five most effective reports you should be drawing on if you’re projecting business growth based on QA reports:

 

Agent Evaluation Report

This revolves around a number of metrics used to assess the overall quality of an interaction. Studying this will give you an insight into how well the respective worker is performing and where they need to up their game.

 

Agent Failure Reports

These reports show when and how agents make mistakes. Depending on the severity of said error, the customer they’re dealing with could be so aggravated they refuse to come back in the future — potentially costing you a lot of money.

 

Response Time Reports

How long will you tolerate being put on hold when waiting to be connected to a customer service representative?

If you feel anything over one minute is long enough, you’re not alone — 60 percent of people agree.

Customers want a fast response from every business they deal with. They want to know the brand values their time and is committed to attending to their needs. Your Response Time Reports show you which agents are taking too long to respond, and it’s up to you to find out why.

 

Response Quality Report

This type of report focuses on the type of service a customer receives, based on certain metrics. For example, the amount of time the agent took to resolve their problem, the way in which they greeted them etc. It essentially shows how engaging an agent is.

 

Effectiveness Report

This covers the agent’s effectiveness, shedding light on their performance and capabilities overall. You’ll need to study this to identify where employees are going wrong and right.

Each of these five report types provides you with powerful insights into your team’s abilities. You can use the data to plan tailored training programs and help staff work to a higher standard. Over time, you’ll be able to track employee progress through reports and see which changes have helped improve performance.

 

Planning Your Actions

 

If you find your reports don’t give you the right results expected for scaling your call center or business, take the time to investigate the hows and whys. Projecting business growth based on QA reports could suggest you’re heading for unsteady ground and have to make big changes.

For example, if productivity is lower than it should be across all agents, what’s at the heart of it?

Perhaps the current platform you’re reliant on is outdated, clunky and making their work harder rather than easier. Maybe the script agents have to work from is long-winded and slows interactions down far more than it has to. Or a total lack of engagement could be to blame: your employees might feel there’s no reason to push themselves to work harder.

And don’t rule out management issues. Staff at the rungs of the ladders could be making poor decisions, impacting their team’s efficiency.

Take time to look into the causes of any negative results. Join quality analysts for call monitoring. Read through customer feedback. Listen to interactions that elicited poor CSAT scores to put them in context.

Where are agents failing to connect with callers? How are they not reflecting the company values as well as they should? What turned the customer off?

The answers are there, if you’re willing to look for them. Quality assurance reports make them visible.

 

The Importance of Being Strategic

 

Careful planning and strategizing is vital when taking action based on QA reports, though. Evaluating productivity and performance will show you where you need to make changes, but you shouldn’t rush into it.

Consider which steps you could take to create better customer service, engage employees and build a workforce driven to succeed. Invite agents and team leaders to suggest their own ideas after viewing QA reports: their direct experience of dealing with customers everyday gives them a different perspective to the managers used to making decisions.

A reliable QA report application allows your quality analysts to view data pulled from multiple areas simply, especially if it integrates with your CRM and service software. This information can be shared with agents, team leaders and managers to foster a quality-focused culture in the workplace. Agents are more likely to take coaching and training on board if you make the effort to involve everyone.

And, of course, customers will be more likely to feel satisfied with their experience.

 

ConclusionSee, live, how tools help improve your agents' performance.

Taking action to boost performance based on quality assurance reports can yield positive results, making a real impact on both staff and customers.

Using a QA report application in your quality assurance program is a simple way to ensure valuable, actionable data is readily available. There’s no sense trying to scale your business if you know you have customer service or productivity problems: take the time to fix issues before adopting big changes.

What actions have you taken based on quality assurance reports? How did this help your business succeed? Share your experiences with us below! 

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