You’ve hired quality assurance analysts to help your agents improve their customer service. You’ve introduced them to the team, incorporated them into your everyday processes and eagerly await the fruits of their labor.
But if everyone in your call center has to be involved in your quality assurance program, does that mean even the QA analysts themselves need to be evaluated?
Absolutely. While their role is to monitor agents’ work, a customer service quality analyst in your call center is unlikely to be a perfect employee: they’ll make mistakes, have their own flaws and need to grow with experience.
So, how do you measure your customer service quality analysts? Here are 7 Key Performance Indicators (KPIs) to keep in mind.
#1. Organizational Skills
Good quality analysts must be well organized. This is non-negotiable.
Why? Because their job revolves around tracking data, monitoring performance, identifying flaws and helping to formulate strategies to overcome obstacles. This demands strong organizational skills to keep data ordered and structured, using the best QA software.
Any customer service quality analyst in your call center who fails to stay organized and on top of their workload can cause confusion down the line. Agents, team leaders and managers may struggle to help staff improve or to monitor development.
As a result, the entire quality assurance program could lead to wasted time and resources, with no clear benefit for consumers.
Measure the analysts’ organizational skills by establishing goals within fixed timeframes. For example, ask them to create a comprehensive report on five agents within a week, using data pulled from multiple channels. This gives them an incentive to stay organized and provides clear criteria for judging the quality of the analyst’s work.
#2. Ability to Communicate Clearly
QA analysts should have strong communication skills. They have to articulate the main points found in their performance monitoring to staff at all levels, from the most inexperienced customer service agents to seasoned managers.
An ability to engage people is essential when delivering feedback and coaching. Some employees can be sensitive about their weaknesses, and if the analyst is unable to present criticism properly they could alienate the agent — making it so much harder to motivate them.
Have managers or team leaders sit in when analysts discuss performance with agents, and pay attention to the latter’s reactions. Do they appear relaxed? Are they connecting with the analyst? Are they taking the advice on board?
#3. Eye for Detail
Studying page after page of data isn’t easy. QA analysts, though, must have an eye for detail so keen they can pick out key information from endless facts and figures.
Your analysts should be able to spot important patterns, trends and discrepancies. If not, they’ll miss crucial information that could severely affect the quality of customer experience your call center provides.
Have members of the management team check in on QA analysts’ work using reliable QA software. The analyst should be able to talk them through their evaluations, their recommendations and more.
#4. Coaching Capabilities
While your customer service quality analysts are unlikely to undertake all coaching on their own, they still need to have strong coaching capabilities.
Coaching is vital to motivate and inspire employees at all levels, based on gathered data. Their respective strengths and weaknesses should be explored in depth, with an emphasis on positivity.
The analyst should never dwell on the negatives so much they leave the employee unmotivated (like 71 percent of workers in the U.S.)..
Team leaders and managers should be present during coaching delivered in person, while any coaching performed remotely has to be monitored too. Check that their coaching aligns with management’s expectations and the agents’ specific needs.
Are they setting goals for staff to achieve? Are they driving growth?
#5. Capacity to Empathize with Agents
Customer service quality analysts should be integrated into call centers carefully, with openness and honesty. Employees at all levels have to know why the QA program is taking place, what it involves and how the analysts will interact with them.
Some agents may appear hesitant to get involved with the process, but analysts can help to build bridges by empathizing with them. They have to be receptive to their concerns, recognize the difficulties of their work and take their goals into consideration. Perhaps most importantly, they should be able to empathize while remaining neutral.
Employee feedback will let you know how empathetic analysts are. Invite agents, team leaders and managers to share their views on how well the analysts are integrating into the call center. Use this to help the QA analyst forge stronger bonds with their colleagues over time.
#6. Fast Learning / Adaptability
A QA analyst must be able to come into your call center and start evaluating performance with minimal delay. Obviously, they need time to familiarize themselves with your company goals, working methods and the agents’ behavior, but they should learn quickly.
Otherwise, they could be slowing the rate of improvement down, letting mistakes and cases of poor service go unfixed for longer than necessary. Consider testing candidates for the QA analyst role: explore their capacity to absorb information, to adapt to new projects and more.
#7. Thinking Outside the Box
A creative mindset can be a major asset for customer service quality analysts. Identifying flaws in the CX means that solutions must be found too — and having the ability to conceive effective coaching / training methods could help agents reach new heights.
While an analytical, logical mindset is crucial, so too is the capacity to think outside the box. For example, agents could struggle to grasp a particular issue during coaching sessions. An analyst with the skills to approach it from another perspective and inspire the agent to see things more clearly is extremely useful.
Testing analysts in similar theoretical situations is a solid way to measure this KPI, as is monitoring their interactions with staff. Can they improvise? Are they able to make complex data understandable for people with different mindsets?
The KPIs explored above will all help you measure the quality analyst in your call center and identify their capabilities. Your quality assurance program is too important to take lightly: mistakes, delays and confusion can all affect your customer service significantly in the long run.
Make sure managers and team leaders stay in close contact with the quality analyst in your call center. Communicate and collaborate across QA software to track agents’ progress, coaching and more to prevent analysts’ working in isolation. They should be incorporated into your company’s everyday operations from the beginning.