How do we get more out of our QA?
Some challenges we hear frequently at BPA Quality are that QA activity is not providing a true reflection of an agent’s capability, QA looks for ‘bad’ interactions or that QA is the business prevention team.
Establishing a comprehensive communications strategy is an important part of how a QA function supports the operational delivery of efficient Customer Experience outcomes.
This strategy will include:
- Sharing best practices
- Open to challenge & discussion from all parties
- Focusing on cooperating to deliver operational, legal, regulatory, and process changes with minimal impact to the business
Call Center QA Metrics
Working together to ensure positive experiences are rewarded and recognized appropriately shows standards are attainable, brings QA standards to life, and supports positive advocacy of QA aims within the contact center. Furthermore, it is also important for QA functions to be open and inviting for valuable escalations or disputes, as they are great sources of insight, highlight misalignment of expectations, and support ongoing collaboration on interaction standards and assurance guidelines.