As a quality assurance analyst, you’re responsible for helping a call center or customer service department reach its full potential.
That’s pretty daunting, isn’t it? The satisfaction of dozens or hundreds of employees — and countless customers — depends on your work.
But if you have years of experience as a QA analyst, this could all be familiar ground. The prospect of evaluating and scoring thousands of customer interactions week in, week out might be no more overwhelming than the proverbial walk in the park.
Yet no matter how many years you’ve clocked up in the field, you can’t bypass the calibration process. This is an essential aspect of the QA program in every call center and customer service department.
Why? Let’s find out …
How Do QA Analysts Benefit from Calibration?
Quality assurance calibration is so important for your work because it reduces the risk of wasted time.
Just imagine: You’re brought into a call center or customer service department and thrown in at the deep end. There’s no calibration. You’re just expected to hit the ground running.
That might suit you if you feel you know the job inside out, but what if you end up evaluating interactions based on metrics that turn out to be irrelevant to the company?
You’d have wasted days, weeks, even months reviewing agents’ work according to a flawed system. Any suggestions or changes might be ineffective, costing time and money that can’t really be spared.
QA analyst calibrations guarantee you and your colleagues know what you’re looking for, understand which metrics and values matter most, and make the most of your time. The data you gather through your evaluations will have real value to agents, team leaders, managers and — perhaps most importantly — the customer.
How Do Customer Service Agents Benefit from QA Analyst Calibrations?
As a QA analyst, your work revolves around customer service agents. If they’re performing below standard, you have to determine how and why. If they’re exceeding expectations, you can study their technique, implement it into future training and inspire their colleagues to match (or surpass) it.
The calibration process ensures fairness and consistency throughout all of this. There’s no danger of bias or disproportionate assessment: you’ll build an honest, balanced overview of the call center’s performance.
This is critical for maintaining morale among agents. If even one employee believes they’ve been singled out and criticised multiple times while others continue to do sub-par work without being evaluated, that can cause resentment. Not just in the individual, but in their colleagues.
An angry, unmotivated team won’t work at its best, and customers may go elsewhere if they realize something’s amiss. This is especially likely if they receive sloppy or even rude treatment from disgruntled agents — 47 percent of consumers will abandon a brand because of consistently-poor service.
Analyst calibrations reassure agents they’ll all be assessed to the same criteria. One or more agents should be invited to take part in the calibration process: they will be able to bring their first-hand experience of customer interactions to the table, representing themselves and their colleagues fairly.
As a result, the standardized scoring model will allow for the most accurate assessments. That’s one of the most powerful benefits of calibrations.
Why Do Managers Expect QA Calibration to be Performed?
The best call center managers are committed to driving employees to dig deep and perform at their best. They care about their staff, their customers and their call center’s reputation.
But they can’t be everywhere at once. They have their own job to do, and sometimes, knowing exactly what’s happening in their workplace is tough. An effective quality assurance program gives them the insights they need to make positive changes that benefit everyone.
Another of the benefits of calibrations is that the company’s values are upheld and its objectives are achieved. You’ll show managers that you and your fellow quality assurance analysts understand what this entails.
Managers expect you to be fair, honest and accurate in your work. And after being calibrated, you will be.
What Role Do Team Leaders Play in QA Analyst Calibrations?
Team leaders should take part in QA analyst calibrations. They’re a vital connector between call center managers and customer service agents: they can view interactions from both a manager’s and agent’s perspective.
Team leaders are responsible for helping their groups act on your evaluations too. They’ll be involved in delivering feedback, coaching and training — all crucial steps in building a stronger team. They should be present when the vital metrics and scoring criteria are decided: their knowledge of employees’ strengths and weaknesses, and the challenges they face when dealing with customers, make them a major asset.
You’ll no doubt work closely with team leaders in the quality assurance program, driving staff to achieve their potential and provide customers with an exceptional experience. They’ll encourage them to implement new techniques into their interactions, monitor their work and review their progress over time.
Collaboration and communication between you should be frequent, so make time to get to know them. The stronger your connections with staff at all levels, the easier achieving your goals will be.
Quality assurance calibration is essential to guide your work.
You must become immersed in the call center’s culture, values, goals and working routines to understand how it can improve. You must measure evaluations accurately and effectively to help employees grow.
QA analyst calibrations make all this easier, faster and more efficient. There’s no need to worry about wasting time, energy and resources tracking the wrong metrics or creating an ineffective training program.
To really see benefits of calibrations, they should be performed more than once. When new managers, team leaders or analysts are brought aboard, QA calibrations can help maintain consistency and accuracy. The best QA software streamlines calibrations and makes them easy enough for employees at all levels to follow.
What tips do you have for making QA calibrations run smoothly? Do you know of any other benefits of calibrations? Share your thoughts below.