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How to Take Your Contact Center to the Next Level with Effective Quality Assurance?

December 28, 2020 Jim Iyoob

Customer experience can be understood as the direct interaction between the customer buying a product and the representative of the business that is selling the product. Most businesses realize that this interaction is important when it comes to building customer loyalty because customers are unlikely to return if they don’t like the quality of service that they receive. For this reason, it is essential for every business to employ an effective contact center quality assurance approach. Having a quality assurance program will give your contact center the ability to monitor agent performance while revealing actionable insights for making necessary improvements to ensure your center is always on the right track. Below are some of the ways in which effective contact center quality assurance can take your contact center to the next level.

Collect and Analyze Contact Center Data

Effective contact center quality assurance is all about data. You need contact center data to know your customers’ experiences when contacting your contact center. With an effective contact center quality assurance system, you can get this kind of data in a timely manner and analyze it as often as you like. For instance, you can perform call quality monitoring and compare the call records against the key performance indicators to determine if your service is meeting the needs of your customers efficiently. This way, you will be in a great position to make decisions to improve your contact center based on the needs of your customers.

Identify and Fix Flaws in Serving Your Customers

At no point in time is your contact center going to be perfect. Contact center quality assurance is a continuous process of identifying the strengths and weaknesses of a contact center and coming up with strategies to encourage its strengths while improving its weaknesses. An effective quality assurance system should help you to continuously identify persistent or emerging flaws in your contact center. By doing this, you will constantly be working on ways of eliminating those flaws. In other words, effective contact center quality assurance will go a long way in ensuring that your contact center is operating optimally.

Put the Necessary Contact Center Tools to Work

Having an integrated contact center toolset can provide your team members with the interfaces needed to access resources and information in order to easily navigate through appropriate steps during customer interactions for efficient call resolution. For instance, a well-configured interactive voice response solution can significantly improve the efficiency of call handling by ensuring that every call is directed to the most appropriate team member. In this way, quality monitoring tools can help to ensure that team members and managers quickly respond to complaints as they arise and prevent escalations.

Establish A Culture of Quality

Without the integration of an effective contact center quality assurance program, your team members will probably just do what they are contractually required. They will be less likely to put extra effort in ensuring the expectations of your customers are met and exceeded. On the other hand, with an effective quality assurance system in place, a strong culture of quality will develop, with set goals and monitoring in place. As a result, you will in a better position to offer training and even rewards based on the performance of your organization.

Provide Individualized Attention to Team Member Coaching

Through contact center quality monitoring, it is possible to analyze the performance of every team member in an organization. By learning each member’s strengths and weaknesses, coaching programs can be established to improve their performance. Instead of providing generalized educational materials to everyone, having an effective contact center quality assurance system will enable you to monitor the capabilities of each individual team member and offer customized and targeted coaching. This will make a huge difference in improving the overall performance of your contact center.

Align Process with Customer Expectations

Studies show that over 70 percent of organizations that deliver best-in-class customer experience incorporate customer feedback in their decision-making processes. With an effective contact center quality assurance program, it is much easier for businesses to obtain customer feedback. Businesses can then use this feedback to evolve and find ways of restructuring their contact centers based on their customers’ needs and expectations.

The Bottom Line

Overall, it is apparent that the importance of contact center quality assurance cannot be overemphasized. Utilizing contact center quality assurance can help you to introduce evidence-based solutions to your frontline team with proven solutions to provide your customers with a more efficient and fulfilling experience that will keep them coming back for more. In conclusion, if the mission and goal of your contact center is to consistently provide your customers with an excellent experience, investing in contact center quality assurance is the way to go in getting to the next level. We can help and have the solutions that you need to make your contact center dreams come true. Our experts are here to show you how. For more information, contact us today. 

 

This blog was earlier published on LinkedIn.

Jim Iyoob

Jim Iyoob is the Chief Customer Officer for Etech Global Services. Jim has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Jim has an impeccable track record of innovation and advanced business intelligence. Based on his level of expertise, Jim has been featured in numerous publications including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter by “Iwantitnow”. He has co-authored three books on the call center quality monitoring.