How to Improve Call Center QA | 4th of Series

Whether your Call Center is crushing it on a daily basis or if it’s struggling to meet those important KPI’s, re-evaluating how you manage QA is essential to your success in building and maintaining Zenlike customer experiences.
T
he most successful call centers put the work in to create personalised QA guidelines in order to stay on target and meet business objectives. When developing these effective QA guidelines it’s important to consider the following strategies:
• Gather data. And, lots of it!
• Decide what needs to be improved and how improvements will be measured
• Build a structure to deliver ongoing coaching and provide feedback for your agents
• Encourage and motivate agents to make small but meaningful changes every day
• And utilise external benchmarking to formulate your QA guidelines

When the guidelines are determined and the foundation has been set, you then need to build the structure to deliver you success. And that comes in the form of QA scorecards. Scorecards provide the perfect dashboard to view metrics to track, train and develop agents for peak performance. When building a call center QA scorecard, there are some important components to consider:
• What are the communication channels you are evaluating?
• Measuring Customer Expectations vs. Business Needs
• Determining the Goals and Objectives of your QA process
• Creating Different Scorecards for Different Purposes
• And the testing and implementation of the scorecard

Designing and using an effective call center QA scorecard is one of the best ways to achieve company goals while ensuring that agents and managers are working effectively and rewarded appropriately.

Finding ways to keep employee morale high and skill sets fresh can be challenging but we’ve identified seven ways to move toward improving call center quality assurance:
• Coach using real data and transition that data into results
• Provide regular feedback and make coaching routine
• Focus on developing the skill sets of your low performers
• Back up training with tracking improvements
• Encourage self-assessment and monitoring
• Motivate the and reward your agents for good work
• And finally, don’t forget the fun!

Improving call center quality assurance not only builds better customer interactions, but also improves agent morale and performance which is the foundation of future success.

Another critical component of call center QA is the Net Promoter Score (NPS) which tells the business how it rates in terms of customer loyalty and satisfaction. Agents can take an active role in improving NPS and customer experience through call center QA activity.

A customer’s opinion of a company hinges on many factors, most of which are outside the control of the call center, but the call center is the place where opinions are voiced. It is also the place where unfavorable opinions can be reversed, and agents have a great deal of influence on the ultimate outcome.

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