Every customer service department or contact center needs quality assurance.
Why? Because you want to provide the greatest customer experience (CX) you can to secure their satisfaction, their loyalty and their recommendation.
However, knowing when to start implementing quality assurance in the workplace can be confusing. Should you wait until you have a large team to justify the investment in a QA system? Should you look to your competitors to see when they started running quality assurance? Should you just try to go without QA altogether and take a more relaxed approach?
In this article, we’ll review:
- Why quality assurance is a crucial aid to customer service departments of all sizes
- How a good CRM system helps to manage customer data
- The role of call monitoring plays delivering relevant training
- Scorecards’ power to evaluate agents’ performance with custom metrics
- How data gathered through the QA process aids feedback
Implementing quality assurance in the workplace is an important step, and in this piece, PlayVox takes a closer look to make it easier.
When to start your QA process?
The right time to start implementing quality assurance in the workplace comes as soon as you create your customer service team. It’s that simple.
Even if your support team only consists of one or two agents, QA is essential to ensure you’re delivering the very best quality. Even the smallest oversight or an earnest mistake from an agent can lead to dissatisfied customers, and just one poor interaction may be enough to make them join the 40 percent of consumers who switch to a different brand if they offer better support.
Good service is not accidental. If you hire agents and simply let them loose on your customer service channels, without training or monitoring, they could rude, unhelpful or pass calls onto colleagues for no particular reason.
In either case, unintentional or not, bad customer service can have a severely negative impact on your reputation. This is why quality assurance is so important right from the start.
Monitoring customer interactions will let you see how well your agents represent the company, what level of service callers receive and where improvements are needed. You can begin setting standards and establishing best practices from the beginning of your customer service department’s operations, creating precedents for the future.
But how do you actually get started?
Understanding your customers
The first thing you should do as you start to introduce quality assurance into your customer services is to invest in a user-friendly CRM (Customer Relationship Management) system.
A CRM tool will help you foster stronger connections with your customers and give you an easily-accessible place to store your customer data. Having fast access to information on all of your customers will help agents handle interactions with more professionalism, and reduce their risk of appearing clueless when callers have already provided key details.
A CRM system will automate certain processes and tasks as well, enabling agents to streamline their work and focus more on priority tasks. Multiple CRM systems are available, and although you may be on a budget, a good CRM will increase your productivity and sales ten-fold, paying itself off.
Quality assurance tools & benefits
Integrate quality assurance by embracing a system. The use of spreadsheets for QA processes is less than ideal. Although they may seem to be low-cost option, they are rather limiting when it comes to taking full advantage of a QA process.
Having a proper quality assurance software makes it easier, faster and more convenient to evaluate your customer service department’s performance.
A proper quality assurance software can transform the way in which you manage your customer support team. Rather than simply wandering the floor and essentially looking over their shoulder, you can evaluate metrics that matter, deliver targeted training, and pull valuable reports all from the same platform.
Another major change QA software makes is identifying flaws in your service model before they lead to problems, reducing the danger of alienating customers and, ultimately, losing them.
Thanks to the hard data available at your fingertips, you’ll be empowered to make accurate and precise management decisions.
Implementing quality assurance in the workplace as soon as you set up your customer service department helps you get off to the best start and iron out creases as early as possible.
This way, you may be able to achieve higher customer loyalty, better feedback and a stronger reputation sooner than you would otherwise. It helps you make positive changes based on research and evidence rather than reacting to customer complaints, by which point their experience may have already been soured. After all, 70 percent of consumers’ buying experiences revolve around how they feel they’re being treated by a brand.
How to implement Quality Assurance
One of the first things you should be doing as part of your quality assurance is call monitoring. Listening in to agents’ interactions with customers gives you a clear insight into their performance. You will be able to identify flaws — both big and small — that could affect your customer retention rates. Playing interactions back is a crucial aid in training agents too, highlighting what to do and what not to do better than in a role-play or theoretical situation.
Scorecards are another key element of quality assurance, reviewing the standard of individual interactions through easy-to-understand metrics. Develop custom scorecards that reflect your values and goals, grading agents’ work in the most relevant way. These help you deliver accurate feedback to employees in your customer service department and plan the most appropriate training to improve their skills.
Implementing quality assurance in the workplace makes ongoing refinement and enhancement of your customer service quick and easy. Using call monitoring, scorecards, training, rewards and more, you’ll have everything you need to stay on top of your customer experience.
Not only will you be able to evaluate agents’ performance in numerous ways, you can make training a simpler, non-disruptive part of your everyday operations.
A solid QA system boosts employee motivation, productivity and customer satisfaction. PlayVox is easy tointegrate into your work processes and unifies your customer data, putting all the information your agents require within easy reach. No matter how big or small your customer service team, implementing quality assurance in the workplace is vital to your ongoing success: without it, you may be reliant on your customers to tell you where you’re going wrong.
Have you begun implementing quality assurance in your workplace? How has this helped your customer service team perform to a higher standard?