Quality assurance and management have become a crucial part of every industry dealing with the production of products and services. And while there are multiple physical parameters and metrics to analyze product quality once they reach the final stage, the same is not the case with call center communication quality assurance.
Managing and streamlining contact center quality depends on various metrics that have been practiced manually, through human quality agents, for a very long time. However, due to the manual process’s inefficiencies, the quality assurance for customer communications could never be 100% quality-assured.
So, over the past few years, the use of automated or cloud-based contact center quality assurance software has been soaring, and for good reasons. So, here, let’s look at the top reasons your organization needs a contact center QA software.
What Is Contact Center Quality Assurance Software?
The contact center quality management system focuses on improving the quality of the customer experience over communication, including the quality of support for products or services, agent performance, and contact center process efficiency and effectiveness. It can track a wide variety of KPIs (key performance indicators) to capture performance data and provide a strong framework to take action. The quality management system should be able to track every aspect, from NPS ratings to customer surveys, employee productivity metrics, agent professionalism, problem resolution, and even satisfaction.
Moreover, it should provide reports that allow organizations to dig deep into your contact center to:
- identify common pitfalls
- carry out root-cause analysis
- find training gaps
- uncover broken processes
- reveal agents who are doing their job well
Ultimately, the powerful analytics from your QA-focused contact center software should help you spot trends, reveal exceptions, and coach your agents.
Reasons for Using Contact Center Quality Management Software
When you buy and integrate contact center quality assurance software, you will improve customer satisfaction, increase efficiency, and save costs. And it is due to this reason that 93% of call centers agree that technology is vital for creating a better customer experience.
When it comes to the contact center quality management system, there’s no more powerful tool in the organizational arsenal. With performance assessment metrics on a daily basis, your organization can:
- Improve agent and customer loyalty
- Track hard and soft gains
- Grow revenues
- Improve customer flow
- Increase customer spending
- Reduce customer churn
- Increase agent productivity
- Increase agent engagement
- Enhance agent training
- Improve operational efficiency
- Create incentives for employees to perform their best
- Better align organizational goals with business goals
- Enhance internal and external collaboration
Features of Contact Center Quality Assurance Software
Integrated omnichannel experiences
You need omnichannel quality monitoring if you offer omnichannel customer service (email, chat, Twitter, support tickets, etc.). Your customers use different channels to communicate with you, so your QA software needs to cater to all the same mediums. It must be easy to measure and monitor performance across all the different channels. You should be able to compare the performance of channels at the click of a button.
Key platform integrations
Call center quality management software that performs in a silo is useless. Instead, it has to be able to work with your other call center platforms neatly and nicely. In particular, look for integrations for your most-used software.
Easy to create and edit contact center scorecards
You will also need to be able to create and edit your QA scorecards easily and quickly. Your QA scorecards need to reflect your contact center representatives’ interactions on the present day, and not of the past. Although this is a fundamental feature of call center software, many QA solutions require consultants to make any changes or break the historical reporting while making amendments.
If the contact center QA software makes it easy to edit or update QA scorecards, your organization will have no problem staying ahead of the game.
Quality and customer sentiment insight
In order to get the complete QA picture, you need to combine your external customer sentiments and internal quality sentiments in a single platform. For example, with your CSAT and NPS scores beside your agent scores, you can better understand what’s going on and why.
Real-time feedback results
Real-time results can help your organization measure productivity, effectiveness, and customer experience at the moment, so the organization can improve continually. Immediate access to quality assurance data and metrics is essential to mark meaningful changes to your customer service.
Detailed reporting and root cause analysis
For quality management systems to contribute to a real change, users of the software must be able to break down and process the information coming up. There are two requirements:
- High-level logging of quality analysis scores and
- a detailed report with the ability to scale up and down
Your quality analysis reports should range from the basic details of employee name, team, and assessment date to even more advanced information regarding the type of interaction and sub-type. These reports allow analysts to track performance and even spot discrepancies, opportunities, and pitfalls. Also, when users have the capacity to check out further into the data, they can get right to the bottom of causation and bring together correlation wherever it exists.
Helpful and customizable dashboards
In order to optimize the return on investment of your contact center quality assurance software, you need access to the right dashboards to benchmark the call center performance. As it is much better than a spreadsheet, your dashboard should provide a quick summary of the strengths and weaknesses of your call center. You should be able to personalize the data to what is important to you.
Your organization needs consistent quality assurance data that can highlight the variances between supervisors and agents. A built-in calibration feature will help you uncover crucial differences between monitoring sessions. This can determine which agent is doing the job well and which ones aren’t. You can provide further training whenever there is a need and build trust and confidence in your quality monitoring process and software.
Text analytics capabilities
Over the last few years, the text has become a very popular way for customers to reach out to call centers. That is the reason why text analytics is more important than ever in your quality assurance process. You will need a way to review and monitor all communication for a real-time analysis of each and every interaction. You should be able to analyze and detect recurring issues and provide guidance, coaching, and training.
Yes, email overload is frustrating. And no, you wouldn’t want to spend every working hour inside our inbox, but if something essential needs attention, there’s no better option than email alerts.
Such email alerts give you peace of mind that you won’t be missing a beat when something very critical happens. You just have to be sure that the call center software feature offers an array of configurable email alerts to keep you informed. We recommend, at a minimum, using trigger alerts for critical failures and agents when they have new QA results.
A contact center quality assurance software does not magically enhance your brand reputation and revenue but plays hard behind the scenes. With the help of good call center quality assurance software, your business can ensure 100% quality and bring multiple other benefits, like market trend analysis, customer behavior, customer satisfaction metrics, etc.
Plus, good call center QA software, like Mind QA from Omind Technologies, can generate detailed analytics and reports, which make it easy for organizations to make informed decisions on operations and employee performance