Contact Center quality assurance Archives

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

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.

What are the 5 Crucial Metrics You Should Measure to Improve Your Contact Center Performance?

Are you a quality assurance manager in any contact center? If so, you know that it is a part of your work to make decisions that directly impact the contact center’s bottom line. You have to keenly monitor the performance of your contact center and figure out how your team members can deliver better customer experience each time they interact with customers. How can you do this effectively? An excellent way to monitor call center performance is by measuring the productivity of your team members with stable and reliable metrics. There are several contact center software options available in the market that might give you a variety of metrics in real-time, however, you need to measure crucial and useful metrics for the most valuable insights information. Read the following to explore these crucial contact center performance metrics you want to track in order to take your contact center performance to the next level: Average Rate of Call Abandonment Every contact center wants to deliver memorable customer experience, and so does yours! Right? Therefore, it is important to be available when your customers contact you for any assistance, otherwise, you should be able to give them a logical reason why you are unavailable and timeline about how soon you can get back to them. It is one of the effective ways to build a good rapport with your customers and keep them satisfied. But, it has been observed that most of the time, it is just the opposite that happens in contact centers. Customers often hang up before they can even connect with a team member. This is what we call the average call abandonment rate. Monitoring this metric can give you an overall idea about your team members’ performance. If this rate is higher, try to identify the reasons behind why your people are unable to serve your customers in time, and take necessary steps to improve the scenario. You may want to communicate with your customers what exactly they can expect their hold time to be based on the availability of your team members and, if needed, hire more people for frontline work when the inflow of customer calls is more, coach and empower your team members on how they can be faster in answering customer calls, or give the busy callers an option to leave a voicemail or request a call back instead. It all depends on what problem your contact center is facing. Once you are able to identify that, your contact center can take the relevant steps to solve these issues. Blocked Calls Percentage Blocked calls percentage is nothing but the proportion of incoming calls from customers that receive a busy tone. In an inbound contact center, even one blocked call can result in losing a customer forever. So, if you want to ensure your team is connecting with each inbound caller, you need to identify the common causes of blocked calls and encourage practices that can remarkably reduce them. One of the reasons behind increased blocked calls percentage could be that not enough team members are available in a specific shift and there are no call queues configured, so callers hear a busy tone. In such a scenario, you want to figure out the possible effective ways to solve this issue. Some of the major ones could be making sure your contact center software can support the call volume, optimizing call queuing, improving agent scheduling and adherence, as well as call forecasting, etc. Average Duration of Time in Queue Another important metric to keep an eye on is the measure of overall performance for your contact center. The measurement of overall performance is the average customer wait time in the queue. How you can derive this metric is by dividing the total time callers wait in the queue by the total number of calls answered. It is important to measure the average time that your customers have to wait in the queue to improve the experience that they are receiving from your end. If you see that your customers end up waiting in line longer than usual, you can ask your team to be more efficient in handling calls and coach them accordingly so that they can drive this KPI to score lower. Also, you may choose to provide your customers with a facility to call back so that they don’t have to keep waiting. When it’s about measuring contact center productivity Approximate Speed of Answer One of the best metrics you need to consider is the average speed in which your team members answer your customers’ questions. If you notice that this metric is too high, it may mean your people are not able to assist customers, as expected. In such a situation, you want to figure out the reason why they are slow to answer customer calls. It has been observed, most of the time, that the use of improved work tools can help increase your team members’ average answer speed. Average After Call Work Time You will see your team members’ work doesn’t end when calls are finished. In fact, they often end up spending quite a bit of time updating databases, sending emails and informing teammates about the call, etc. The time that your people spend completing a transaction after the caller has disengaged is the after call work time. As a quality assurance manager, you need to craft and leverage smart processes to reduce your team members’ after call work so that they can make the best use of their time interacting with customers while they are on the clock. It can help your contact center to solve more customer problems and ultimately deliver an effortless and consistent customer experience. Summing Up The quality assurance managers at contact centers typically have a general sense of how the team members are performing, even before they look at the metrics. But, it’s crucial to measure the above specific key performance indicators to identify the areas of improvement and

How does Contact Center Quality Assurance Improve With Speech Analytics?

At the point when customers achieve your contact focus, they need a situation that addresses their issues, settle their worries, and builds up the trust required for a proceeded with association you’re your organization. Successful leaders ought to set up conventions for evaluating that quality with the end goal to guarantee that customers reliably get the best services. Quality confirmation gives essential knowledge into current tasks and can be utilized to create systems for development. Gathering information about the client encounter is an integral part of accomplishing these objective results and of meeting other office objectives. Discourse examination can assume a necessary job in making existing information gathering more successful and quickening information accumulation with the end goal to audit objectives later on. Many upgraded results can be accomplished with the assistance of this continuous innovation. Troublesome Tasks Are Easier to Accomplish From numerous points of view, discourse examination has been viewed as an excellent distinct advantage in multiple components of business and in call focus tasks individually. Customarily, quality appraisal activities include directors looking into the whole record of considers made to recognize the remarkable precedents that require extra consideration. Calls significant for their positive or negative outcomes are chosen. Operators in charge of positive results can be perceived and praised for their endeavors. Any operators in the cost of adverse consequences can get instructing to enhance their administration. Despite the fact that just 10 – 20 percent of calls will be incorporated into this survey test, information must be submitted for everyone with the end goal to measure bring focus quality outcomes over some stretch of time. This tedious procedure can be extraordinarily supported via robotized observing. Computerized frameworks can achieve numerous errands that would conventionally require manual oversight: Screen the whole volume of approaching calls Classify all calls for a more successful examination Distinguish rising examples and developing patterns Target instructing themes for operators Departmental pioneers that coordinate robotized discourse investigation frameworks have been compensated with an abundance of essential data that can be arranged into practical classes with considerably less time. The work escalated observing and follow-up required for quality affirmation can be rearranged without giving up any viability. Truth be told, with the assistance of robotized training recommendations from the framework, telephone specialists get immediate and customized help with substantially less time. Given that absence of training and direction is an essential driver of disappointment among call focus specialists, this capacity can improve the strength of focus tasks from multiple points of view. Giving Necessary Support to Evolving Quality Assurance Concerns Quality affirmation appraisals have dependably been vital to comprehending the huge riddle of client experience and fulfillment. As business pioneers find better approaches to consider client encounter, new information focuses should be regarded as in the quality confirmation process. A robotized framework with the incorporated investigation for discourse will be on the ball with the adaptability required to develop with your organization’s needs. This is a perfect expansion to any contact or calls focuses wishing to stay at the cutting edge of client benefit conveyance.

How Artificial Intelligence Improves Contact Center Industry

Artificial intelligence, or AI, is the gold standard in call center quality monitoring, and for good reason. Today’s automated call center quality monitoring software is so seamless in its integration that efficiencies resulting from its use can be pressed into action quickly, fairly and effectively. Active call centers record billions of hours of customer interactions every year, and it is spectacular to consider reviewing every minute for quality assessment. AI brings the task not only into the realm of reality, but also into position as a transformational tool in improving operations, agent performance and customer satisfaction. The call centers need to understand the basic before implementing Artificial Intelligence. Let’s take a look at the benefits of working with Artificial Intelligence and the multiple advantages it brings to any operation in the call center that strives to offer the best quality assurance at every point in the customer-interaction process. AI Interaction in the Customer Service Experience One of the best aspects of AI is that it is fully customizable to call center’s needs. Not only does the software “learns” and improves over time, but as in-house processes evolves, AI can be adjusted to augment the quality monitoring standards quickly and effectively. That said, it is vital that each company assess its needs and desires before investing in AI so that it achieves the most efficient fit. Here are some of the aspects to be considered when weighing whether to take the leap into AI quality assurance software: The people factor No computer can show human emotion, which is conceived as the major downside of AI when used in a call center. Companies don’t want their customers to feel as if they are not being heard, especially when they are frustrated or upset, because an automated system cannot properly assess and respond to human emotion. However, AI benefits the call center agents to understand the upset points where the customers want special attention. This can help the call center agents to include sympathetic words to solve the issue which the customer is facing. In addition, AI benefits the call center employees to handle some of the upset callers when a problem gets too emotional. “AI Technology Combined With Conventional People Skills Can Deliver A Seamless Customer Experience By Balance Customer Interactions With Empathy” Departmental universality Customer service is a chief concern in every aspect of working with patrons. AI can be programmed to anticipate people needs in the case of an emergency and begin the process before the person can even sort out how to respond. Plus, AI can inform customers of possible solutions and products immediately, which demonstrate a level of urgency and personalization that will help retain customers with monthly subscriptions. Resolution-based self-service Self-service is a tricky tool, and it doesn’t take much for callers to get frustrated with a dizzying path they don’t feel is solving their problem. But from a company’s standpoint, automated self-service is a vital tool for maximizing work done by people. When AI enters the picture, customers—especially high-value clients—can get personalized responses with language that doesn’t sound “canned” or rote. In addition, AI software is able to decide when a caller requires a personal touch, at which point it connects the caller to a live agent. AI can also read triggers that indicate a customer is a high-value client and make sure that caller is treated accordingly. All of these measures help ensure a positive customer service experience. Benefits of Automated Call Center Quality Monitoring With these customer service efficiencies in mind, the next step in the Artificial Intelligence assessment process is to consider the benefits of integrating the software into call center quality monitoring. Of course, the most obvious benefit is efficiency. Each call center generates hundreds of thousands of recorded interactions each year. The only way to effectively evaluate all those calls is with software. Here are some of the upsides to AI in quality assurance: Objectivity When people are the ones doing the QA assessments, there will always be a risk that interactions are not being evaluated objectively. Using AI, there can be no bias based on a preference for certain agents or a dislike for others. Objectivity is built into the assessment software. Universality : Rather than selecting a small fraction of calls for evaluation by people quality monitoring agent, AI allows every single call to be monitored in a quick and efficient manner. Every agent’s interactions can be evaluated, which means the leaders get a full picture of agents’ work and are prepared. Immediacy Because all calls are screened quickly, trends–both negative and positive–can be discovered quickly and adjustments can be made in an efficient manner. There is no rush in the leader’s ability to implement a correction or new innovation that helps boost customer satisfaction levels. Performance As a result of the three benefits above, agent performance is much more likely to improve quickly. Timely, accurate quality assurance evaluations can indicate which agents need additional training. The overall agent performance helps the leaders understand better which agent’s performance can limit the delivery of effortless customer experience. Of course, there is no AI software, to this point, that can run without the benefit of people’s insight and interaction. It is the combination of people and Artificial Intelligence that produces the most complete data, intelligent insights, and helpful recommendations. With the automated functions in the call center, it is imperative to have people to monitor the transactions for quality services. The people make the whole AI functionality work to offer exceptional customer experience to the customers. Customers have always wanted seamless and effortless form of responses for their issues. According to Forrester’s report of 2014, understanding customer emotion and empathy are the most critical components to gain successful customer experience. Here, to touch the heart of the customer services being delivered, human touch is required. When you have both, your investment in AI software can facilitate a marked improvement in agent

How Automated Quality Assurance Impacts Your Team?

Is your call center quality assurance team currently overworked and overwhelmed? If so, they are less likely to consistently provide accurate performance assessments and may overlook negative interactions between agents and customers. Spot-checking phone calls due to limited resources is simply not an accurate way to measure performance or identify areas that need improvement. Thankfully, there is a fairly easy solution that involves outsourcing your contact center quality assurance responsibilities. When you automate quality assurance, you ensure that each and every phone interaction between your customers and your agents is recorded and analyzed. It is natural for QA staff to worry about being phased out in favor of automated systems, but the most effective automated systems are designed to be used in conjunction with a team of professionals who know how to interpret the data and use it to come up with improvement recommendations. So, how will an automated QA system really affect your team? Greater Efficiency Every good QA department is constantly looking for ways to improve efficiency, and an automated quality monitoring system can help. A standard speech analytics system reveals information about keywords used in phone conservations between customers and agents. This type of system gives your QA team the ability to rapidly review calls based on specific keywords. It also makes it easy to identify any agents who may be making forbidden statements while interacting with customers. If your QA department is expected to achieve higher level of analyzation detail without help from an automated system, a team member will have to listen to each call personally. This takes a significant amount of time and is not very efficient. By choosing to automate the process, you will give your QA department more time to review and analyze the data to identify specific reasons for poor call results. More Time for Call Center Improvement Tasks When your QA staff members are not expected to spend most of the day parsing through calls, they have more time to take care of other important responsibilities, including planning and implementing training for phone agents, reviewing automated analysis reports and coming up with recommendations for improvement. By choosing to automate quality assurance, you give your QA department greater freedom to work on big projects and long-term goals rather than being bogged down with day-to-day phone call analyzation responsibilities. Choosing to automate your contact center quality assurance does not mean you will need to eliminate your QA staff. Automation simply makes it easier for your QA team to quickly perform their daily responsibilities with maximum efficiency. Your QA team will still be needed to interpret the data received from automated systems and implement effective training solutions to continuously improve call center performance. For these reasons, QA automation should be seen as a way to improve your QA department rather than replace it. This blog was written by Jim Iyoob, Executive Vice President for Etech Global Services. For more advice on creating a quality assurance team that drives CX or if you would like to learn more about Etech, feel free to contact us at info@etechgs.com . This blog was first published on LinkedIn..

4 Benefits to Know Before Automating Contact Center Quality Assurance

Did you know that contact centers throughout the United States generate more than 20 billion hours of audio files each year for the purpose of quality assurance? This data reveals that the average U.S. contact center generates more than 300,000 hours of audio recordings annually. It is little wonder that QA staff are often overworked and struggle to maintain high call center quality standards on a consistent basis. What if you could relieve some of the burden on your QA team by automating much of the contact center quality assurance process? When you automate quality assurance, you will have an easier time avoiding employee burnout in your QA department. Here are four benefits you should know before automating your quality monitoring system in your call center. 1. Data Analysis and Interpretation When your QA team is expected to process hundreds or even thousands of audio files in a week, they may have to sacrifice accuracy in order to meet their quota. Since accurate call center data is essential for assessing agent performance, you are doing yourself and your agents a great disservice if you overload your QA department and force them to work with an incomplete data set. When you automate your contact center quality assurance, you can have peace of mind that your performance assessments are based on complete and accurate information. This is because an automated QA program checks every phone call and assesses every interaction between agents and customers. The resulting data will help you understand how well each agent is performing. Although automated systems are good at providing data, they cannot analyze the data or give you recommendations for improvement. For this reason, it is recommended that you use analytics technology in combination with human services that can interpret the data and provide you with suggestions for improvement. 2. Superior Agent Performance When agents know that their performance is being assessed accurately and fairly, they are more likely to step up their game. Additionally, when they receive performance feedback quickly, they can focus their efforts on improving certain behaviors and achieving a higher assessment the next time around. 3. Ease of Establishing Performance Trends No two phone agents are exactly the same in experience and ability, so how do you set realistic performance trends for each one? When you automate quality assurance, you receive regular reports that include information about each agent’s strengths and weaknesses. Once armed with this information, you can determine agent retraining needs and quickly establish performance trends for each agent. 4. Objective Agent Performance Assessments It can be nearly impossible to achieve unbiased performance assessments when you have one person evaluating another person’s performance. To avoid personal bias on a small or large scale, consider implementing an automated quality monitoring system. Doing so will eliminate subjective performance assessments and deliver reliable results. While automating your quality assurance processes can provide you with quick and accurate data, it should not be used to completely eliminate your QA department. In order to interpret the data you receive from an automated system, human understanding and recommendations for improvement are essential. This blog was written by Jim Iyoob, Executive Vice President for Etech Global Services. For more advice on creating a quality assurance team that drives CX or if you would like to learn more about Etech, feel free to contact us at info@etechgs.com . This blog was first published on LinkedIn.

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