Are You Spending Enough Time on Quality Assurance?

When’s the last time you received a well-rounded view on the quality of your contact center’s procedures? If you don’t use a regular method of quality assurance to stay abreast of recurring issues—think frustrated customers and ill-informed agents—then you aren’t serving up the best possible quality of customer care.

Rather than turn a blind eye to your staff’s most pertinent pain points, tackle them head on by implementing a powerful quality assurance strategy. For example, devote time—whether it’s weekly or monthly—to address common struggles your agents experience. Moreover, continue this assessment by drilling down into the shortcoming of individual agents. By offering personalized and consistent assessments—and training for those who need it—your quality of customer care efforts will improve.

Now that we’ve covered the importance of quality assessment, let’s discuss the fundamentals. The key steps to building an effective customer care evaluation strategy involve:

  • Offering consistent basic training: As a contact center supervisor you must constantly enforce your establishment’s core competencies. This means offering best-in-class phone etiquette and quick and efficient problem solving skills, to name a few.  The only way to ensure your agents are functioning at their highest capability is to check in on their consistency in these areas. By monitoring your agents’ basic skills—and subsequently providing on-going training using automated scoring cards, online educational tools and insights gathered from speech and desktop analytics—you can assure more consistent customer care across the board.
  • Accepting feedback from external auditors: It’s always a smart idea to get a second opinion on important matters, like the quality of your contact center best practices. As such, getting an expert’s feedback—like a call center quality skills analyst who evaluates your agents’ ability—on your call center procedures will augment the impact you have on your customer care outcomes. As a supervisor you might only hear the agent’s side of the interaction at times; however, an expert whose primary goal is to provide feedback from the customer’s perspective will provide actionable and balanced insights for continued learning and improvement.
  • Providing individualized agent training: Even if an agent is showing exemplary skills, when it comes to quality of customer care, there is always room for improvement. As such, tending to the weaknesses and building on the strengths of individual agents is an important asset to a comprehensive quality assessment strategy. Without quality monitoring, it will be impossible to see whether individual agents are functioning at a high level—for example, their call queues are never full and they remain poised under pressure—while some agents are stuck in the mud. These types of agents, for example, may be unable to attend to large call volumes or difficult customers.

Ensure your quality of customer care is continuously top-notch by implementing a strategic quality assessment program. Want more customer care tips? Read more of our blogs, here.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA and PACE. He also donates his time to serve on several University boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s highest honor, the prestigious Fulcrum Award.