20 Call Center Quality Assurance Needs – the Big Picture

call center QA needs

Call Center QA Needs for a successful Quality Program

  • Define the goal:  Map your QA process to business goals
  • Build a QA quality culture and behavior framework:  framework centered around improving the customer experience by focusing on the effort the customer makes, minimizing conduct risk, and providing the most positive customer outcomes
  • Remove the perception of QA evaluation as being a punitive process idea
  • Pay close attention to the correlation between QA scores and customer survey scores – note:  Only 20-25% of customer satisfaction with a call is determined by the content of their conversation with agents
  • Progressive businesses are moving on from tick box, features, and benefits format to customer engagement / active listening, matching, and outcomes
  • The QA team should be regarded as experts in driving the customer experience agenda across the organization and be regarded as an integral part of the company value chain
  • Business Intelligence Team uses the data gathered through the quality process for providing the business with performance insight & predictive analytics
  • QA should inform product and product governance:   Undertake product reviews / what customers like, dislike
  • The QA and compliance teams need to work hand-in-glove; to ensure compliant customer interactions for both new and existing customers: regulatory rules are now given
  • The red flag process vigorously enforced
  • Senior Executives need visibility:  Customer experience, product,  marketing, and managing risk
  • Build processes and systems to share information across the business:  Share the Voice of the Customer feedback with other departments
  • Hold regular round tables with Product, Marketing, and Sales:  highlight trends, risks, feedback
  • Influence the organization:  don’t operate in a silo
  • Include agents and team leads in the calibration process
  • Calibrate based on expertise, not a deviation from average or arbitrary targets
  • Use Calibrations to refine QA forms and remove ambiguity
  • Look to your teams to identify and share anecdotal feedback:  sometimes it is OK to work in the grey
  • Keep your QA forms fresh and relevant
  • Deep-dive analysis of the data to identify trends, insight, and areas that require greater focus

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