Why Does a QA Program Need to be Complemented by Performance Management

Customer Experience, CX Culture

Quality assurance is a must for any call center or customer service department. Bringing a team of quality assurance analysts into your business to monitor your agents’ work and review the type of experience your customers receive is the first step towards building a better, more efficient, more successful operation.

 

But a QA program should be complemented by an effective performance management system to really get the results you’re aiming for. It’s incredibly easy to set up and utilize for employees at all levels throughout your call center or customer service department, requiring no specific user skills.

Why is performance management so important? Let’s take a look at the main business advantages you can expect to see.

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Access Your Service Metrics in One Convenient Place

 

Playvox’s QA software is designed to be the complete package for every business’s customer service strategy. We don’t just give you the tools to make scorecards, streamline the QA process and evaluate interactions — we make it easy to review and improve your team’s performance too.

And a vital part of this is viewing data. Your quality analysts can gather information on your customer service agents’ performance from across all channels (phone calls, live chat, email etc.) and analyze them based on your KPIs (Key Performance Indicators).

Must-track KPIs for call centers and customer service departments include:

  • Call Abandonment Rates
  • Average Handling Time
  • Customer Satisfaction (CSAT) Score
  • Net Promoter Score (NPS)
  • Active Waiting Calls
  • Cost Per Call
  • Average Response Times

 

These — and other — KPIs can all be consolidated for fast, no-fuss tracking in one place with a good performance management system. QA analysts will be able to access metrics without having to login to different platforms or scouring cluttered spreadsheets, minimizing the amount of time wasted.

This is ideal for QA analysts to present supporting data when delivering feedback to agents, for managers looking to determine how effective the QA program is and for team leaders to decide the right coaching or training strategies. QA analysts should need no specialist user skills to do their job, and a good performance management system demands little time to acclimate to it.

  

Identify Quality Issues and Take Action to Fix them

 

Reviewing your agents’ interactions should (hopefully) reveal a team that’s productive, dedicated and leaving customers satisfied. But even the best call center or customer service department has its flaws, and detecting these is simple with proper performance management.

By studying KPIs, QA analysts will pinpoint common problems that detract from the quality of your team’s service. For example, they may spot an increasing number of low CSAT or NPS scores surrounding one or more agent’s interactions. This is a major problem as just 18 percent of consumers rating an experience with a business as ‘very poor’ are likely to purchase from it again.

Analysts can review the interactions (whether they’re phone calls, live chats etc.) and determine what’s leading to these poor scores. Is it the amount of time customers spend on hold? Is the agent failing to be sympathetic or taking too long to resolve their problem?

Data makes it easy for QA analysts to collaborate with team leaders and managers to explore solutions. Coaching and training plans will be more efficient, targeting the agents’ specific problems rather than being too generic.

 

Keep Track of Your Agents’ Progress Over Time

 

Tracking your team’s progress reduces the risk of mistakes being repeated and customers experiencing consistently-poor service.

Managers and team leaders have access to performance data over a vast timeframe. Measuring the change in results shows how effective certain innovations and strategies are, so you can decide whether they offer real business advantages or not. This eliminates the danger of throwing money at ineffective training or processes that fail to generate the results you expect.

Agents benefit from this in multiple ways. First and foremost, they’ll realize where they’re going wrong during interactions and receive the help they need to become better at their job. This makes them a more valuable asset to the business and gives them stronger customer-service skills for the future.

As a result, they may be able to progress within the company and take on a leadership role, leveraging the techniques they’ve learned to inspire others. 

Another of the business advantages to consider is that team leaders can use progress tracking to manage their agents more efficiently, taking a personal approach to management. They’ll be able to measure their group’s performance across various KPIs and understand how to get the best out of them.

 

Provide All Employees with Visibility

 

Effective performance management gives all employees the visibility they need to understand the quality of their customer service, their progress, their training and more. You can create user-friendly dashboards for your team, equipping them with a personal space in which to view their evaluation scores, their objectives and their Karma points.

What are Karma points? This is a simple but effective gamification feature that makes tracking agents’ performance and development even easier. Managers, analysts and team leaders can assign points to individuals as recognition for certain achievements. This helps to engage employees at all levels, motivate them and showcase their success for colleagues to view.

Managers and agents can view a stack ranking of agents based on their Karma points, located within the Rankings page in the Community section of the dashboard. The ranking system encourages healthy competition between employees and visualizes their achievements in an at-a-glance format.

Karma points function as currency too: agents may use them to purchase rewards from the Karma Store, via their dashboard. These may be anything you like, such as gift cards, tickets to an NBA game, gadgets, clothes etc. Agents will have a tangible goal to aim for when working to improve their performance.

Their dashboard allows them to monitor their points, their development, ranking and more, so they always know where they stand. Such transparency helps them feel more involved in the QA program and part of a team working towards shared objectives.

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

Conclusion

 

A QA program is fundamental for any call center or customer service department committed to being the best. Evaluating interactions reveals key problems alienating consumers, and performance management empowers your team (at all levels) to take action. 

Over time, as you implement new strategies and make changes, you’ll get to track your team’s progress in a user-friendly way. Accessing KPIs and reports allows QA analysts to share findings with managers, team leaders and agents alike, formulating plans to improve overall performance based on direct insights.

Have you combined your QA program with performance management? If so, what business advantages have you seen in your business? Let us know! 

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