Quality Assurance Archives - Page 2 of 2

How to Identify the Best Call Center QA Program

Quality assurance is the cornerstone of call center management practices. Optimizing QA practices increase agents’ efficiency, reduce wasteful spending, and enhance the quality of the service to customers. The combined benefits of optimizing QA practices provides a competitive edge, making identifying the best call center quality monitoring program essential to overall success. Comparing Quality Assurance Platforms A powerful call center quality assurance program can make the difference in agents’ abilities to provide top-notch customer service if it provides customer-concentric and objective evaluations. The three main platforms of quality assurance teams include the following: Internal: An internal quality team is ideal for businesses that want analysts to answer calls during high call volume and have total control over the quality program. There is an inherent risk of lower quality by pulling analysts to help guide call queues because the agents are not being evaluated during those peak times or given proper coaching. Because evaluations tend to be subjective, possibilities are dropped to mentor agents. Outsourced: Cultural issues may arise with outsourced QA teams. There is a significant distinction between customers from the U.S. and those in the Philippines, South America, and India, for instance. A tone or word could mean the difference between losing a customer or establishing loyalty. A call center quality assurance program should provide call center managers with relevant data to properly coach agents properly alongside insight into the customers’ expectations. Pro-sourced: Pro-sourcing quality teams are another platform to consider. An essential component of a successful pro-sourcing relationship is uncovering business intelligence to help an organization reach its goals and objectives. Most pro-sourcing quality assurance teams are located where customers reside, so they have the ability to understand the regional and local culture of the customers. Pro-sourcing quality partnerships work with the business expert to provide an unbiased, customer-centric analysis of strategies to enhance the customer experience and increase client loyalty. Make sure that the program and quality analysts are experts in call center quality assurance. That way they can provide meaningful insight into excellent customer service for your clients. Aligning Call Center Quality Assurance Programs with Business Needs Over three-fourths of consumers view customer service as the real test of how much a company values them. More than half are comfortable severing their relationship with a brand over one poor customer experience. Choosing a call center quality monitoring program is essential for providing outstanding customer experiences every time agents interact with customers. However, selecting a suitable call center quality assurance platform that aligns with the business’s goals and needs is a daunting process., Here are four elements that contribute to the success of a call center quality monitoring program: Precise and to the point Clearly defined agent program Consistency, accuracy, fairness, and objectiveness Integration of managers and supervisors into the process Following these techniques, tool, and tips will help businesses significantly improve their call center quality assurance practices. It will optimize the service their team provides to their clients. The enhanced quality and efficiency will result in a competitive edge. This blog was first published on LinkedIN

Automatic Conversation Insights for Quality Assurance: 5 Tips

Nothing is as important as the quality of services or products that you offer to your customers. It determines the level of customer satisfaction, employee engagement and your revenue. To monitor how you are doing with respect to quality, you need a set of standards, policies and procedures to be followed by everyone in the organization. When looking at process improvement models or performance initiatives, one should also ensure that there is a vehicle for constant testing and upgrading. The feedback loop, or closed loop process will enable identification of weaknesses and inconsistencies in the service delivery. One of the best ways of monitoring and improving Quality Assurance (QA) is through conversation analytics, the study of call recordings and live phone calls. It combines language and audio processing to offer exceptional insights into customer sentiment and emotion. Simply put, it brings the human aspect into the analysis. How can you use valuable conversation insights to improve your quality assurance? Here are five tips to get started. Remove Human Bias Human bias is likely to occur during call scoring, which affects agent performance. Automating the quality monitoring process ensures that there is consistency and transparency in the process. The information gathered is accurate and can be acted upon to improve services. Elimination of human bias also ensures that the conversation insights gathered during analysis are also consistent. Organize Unstructured Data The typical call center receives an overwhelming amount of raw daily data. Conversation analysis helps you to create connections and relationships from the unstructured data. Automation helps the QA team to dig deeper into the data and create a wider knowledge base into consumer behavior. The other departments will make better use of the information once it is in a structured format. Direct your Focus Conversation insights give you a better understanding of your company performance, not just the individual agent’s performance. Customer insights reveal how they feel about your products, prices, policies and services. This vital sentiment directs your focus to what is most important to the customer and the business, such as employee engagement, customer satisfaction and business growth. Create a Fast Information Loop For the conversation insights to bring change to your quality standards, you need to have a fast information loop. Gather feedback consistently to understand how the company is performing. Remember to test and review your feedback loops for speed and accuracy before settling on a process. Embrace Innovation For real change to take place in your quality assurance program, you need to embrace innovation. Technology and innovation are at the core of automation. It starts with Big Data analysis, distilling insights and using them to improve your business processes. Innovation also influences your choice of metrics so that you can focus on measuring customer satisfaction levels, employee engagement levels and overall organization performance. With automation, your QA team will work better and faster and given that they are the connectors between the staff, customers and the business, you will gain intimate knowledge about customer sentiments and company policies through conversation analytics. Consider these five tips to push your business forward and get the edge on the competition today.

3 Call Center QA Best Practices to Try Right Now

One of the biggest ways a company can increase sales is by focusing on their contact center QA. Call center and BPO quality assurance are some of the top factors in determining a business’ level of success. Etech Global Services can help you find the best solution to address your call center quality analytics. When you utilize programs that analyze your call center’s quality, there are additional specific ways to make sure you’re getting the most from it. Here are the best practices that you should implement in your call center to increase quality immediately. Invest in Training The best customer service agents are the most knowledge in their jobs. All top customer service representative programs begin with a highly effective training program. When hiring new employees, you make an initial investment in training and recruitment. You can get a greater return on this investment if your training program can effectively make an employee succeed in your business. You can also get a lower turnover rate by keeping your employees more satisfied. Your training program shouldn’t merely focus on new hires; additional training programs for existing employees can help you maintain top quality assurance for your customers’ experiences. Prioritize the Top Calls Another best practice for call center quality assurance involves the type of calls your system spends time to analyze. Rather than picking a random percentage of your entire call database to evaluate, prioritize on your most lucrative or meaningful phone interactions. Insignificant or routine calls don’t always need to be thoroughly analyzed for quality. Your most valued calls may include ones where there is significant interaction between a customer and an agent, calls that involve high volume purchases, repeat calls from previous customers with a problem and calls related to new products. Once you’ve narrowed down the choices to those top calls, you can focus your analysis on samples from that group primarily. That way, you can get more out of your call center quality analytics system. Link Call Center Quality and Customer Data The most important method of maximizing your success with a call center analytics system is to link it to other parts of your business. One thing that definitely needs to be in this equation is your data regarding customer satisfaction. No matter what you provide, a product or a service, you must also have some way of analyzing whether or not your customers are pleased with your offerings. Use this information along with your call center data to get a better picture of where your company stands. Customer surveys after a call can help you ensure that your call center analytics are focusing on the right issues. Then, you can take the new information you’ve learned about your customers’ attitudes and feelings and apply it to your training program, making it all link together. Whether your business is fielding thousands of calls a day or just a few, it’s important to be able to understand how your phone agents are able to deliver service. A comprehensive call center quality assurance program is able to help your business reach its goals faster and more effectively. This blog was first published on LinkedIN

10 Influential Ways to Improve Call Center Quality Monitoring

For businesses that rely on the ability of their customer representatives to deliver outstanding service over the phone, call center quality analytics are a must. With call center quality monitoring, you can ensure that your employees are following the guidelines that can help your business succeed. Along with a monitoring program from Etech Global Services, there are additional techniques that can help your company get the most out of this technology. Here are the best ways you can utilize this helpful tool for your company. Let Representatives Be Part of the Process : The most important thing for a company that uses call center quality analytics is that your agents need to be part of the process. This can help foster a more positive atmosphere for evaluations rather than a punishing one. Incorporate Fun, Friendly Competitions to Motivate Team Members : To support a positive atmosphere, you may want to incorporate fun contests that are tied to call quality scores. A little friendly competition between employees can help motivate team members. Identify Common Problems With Agents : When analyzing call center data, look at what some customer service representatives struggle with. If you see a trend, you can address it as a company with new training. Work With Team Members Who Need Help : For those who are struggling to meet the requirements for call center quality, work with the team members who need help. Focusing more energy on training is a better investment than simply replacing these employees. Connect Quality Assurance to Company Goals : Identify the needs of your company, and draft specific goals that you want your agents to reach. All of your quality assurance effort should be directly related to these goals. Focus the Most Energy on Your Top Calls : Instead of monitoring short routine calls, focus your quality assurance program on the most involved calls where there is more interaction between customers and representatives. This is a better use of your time and resources. Analyze Customer Data With Quality Analytics : Customer surveys and other forms of evaluation should also be used alongside of call center quality assurance. Analyze all pieces of information to get the best picture of where your customer service falls. Give Plenty of Positive Feedback : Your call center monitoring feedback should offer plenty of opportunities to recognize those who are doing well. Employees want to continue doing the things that they get recognized for, so this increases motivation and productivity. Implement a Specific Training Program : When new employees come onto your team or existing employees are struggling, use your data to implement a specific course of call center training. This can help your employees know what to expect and give you greater results. Utilize Your Human Resources : Take advantage of all that your team has to offer by putting peoples’ strengths on the stage. Peers training each other can be much more effective than a supervisor or team leader taking the lead. Call center quality is a vital part to keeping your business practices consistent and profitable. Using the top ways to improve your call center effectiveness can help your company increasingly meet its goals. This blog was written by Jim Iyoob, EVP Customer Experience and Operational Excellence for Etech Global Services.

The Impact of Call Monitoring and Score Cards in the Call Center

Any opportunity to improve call center operations is worth taking. Call monitoring and scorecards top the list. Call monitoring is a feature that allows you to listen in to a live call and track what matters most to the call center. The scorecard is a call scoring evaluation form that keeps track of agent’s performance. The data you gather using these two tools will help you optimize your call center operations. However, you need to use them effectively lest they mislead your strategy. Agents are the contact persons, and therefore, when they improve their performance, call center excels. Let us get into the details of the influence of call monitoring and scorecards have in the call center. A better understanding of agents’ performance For research or a study to be credible, you need to carry out both qualitative and quantitative analysis. Call monitoring gives you the qualitative data while scorecards give you the quantitative data. When you monitor agent’s live calls, you will gather instant information about what they do well and what needs improvement. That is a qualitative study. When you record their performance in the scorecard, you can know quantitatively how the agent is performing. In the end, you will know the areas the agent struggles with and thus focus on how to improve them as well as commend them for areas they are excelling. Highlighting training needs As you monitor agent’s calls and record the findings, you will notice areas that need training. The purpose of listening live to the agents is not to catch them doing something wrong, but to highlight weakness areas that require training and development. The data you collect will help the agents understand the matter better, and the best ways of handling the issue. In addition to highlighting the skills gap among your agents, call monitoring and scoring are part of your best training tools. Tracking Progress After training your agents, you need a medium of tracking their progress. You need to know whether the training was beneficial or not. The scorecards will keep a record of your agents’ performance, and thereby give you an indication of the quality standards. Use calibration sessions to help you customer service representatives understand their progress at work. A successful session will guide your team to areas that are on track as per the set standards and those that are lagging behind. Knowing where you stand and where you want to be will you the motivation to focus on the right things. Improved coaching sessions Part of a manager’s role is to coach the employees. When you sit down with an agent and review one of their interactions with a customer, they will get a better understanding of how they are performing. It will also make your work easier as you try to highlight what they are doing wrong. The coaching sessions are great for the employee to look within for answers under your guidance. When they come up with a solution, they will implement it better as compared to when you impose one on them. The coaching session will be successful for you and the agent. Improved customer satisfaction Agents’ performance affects customer satisfaction levels. All the above points lead to an extremely skilled agent, happy and satisfied with their jobs. When a happy employee serves a customer, he or she receives excellent support leading to high satisfaction levels. To repeat this cycle, you need to carry out call monitoring and keeping scorecards on a regular basis. Carrying out call monitoring and scoring will benefit the call center in several ways, a better understanding of your agent’s performance, highlighting training needs, tracking progress, improved coaching sessions, and improved customer satisfaction. To continually offer quality services and maintain an efficient quality assurance program, you should keep these two tools at the core of your analysis. You will create a ripple effect where every stakeholder remains satisfied. For more advice on creating a world class quality program that drives customer experience or if you would like to learn more about Etech Global Services, feel free to contact me. This blog was first published on LinkedIN

Functions & Tasks of a QA Team in the Call Center

Call centers handle thousands of customer calls every day and offering quality service is paramount to customer satisfaction.

Quality Metrics — Unveiling the Strategic Information for your Business

It is often said that if something cannot be measured it cannot be managed or improved. Some aspects of a business are easy to put into measurements – sales or revenue per hour, conversion rate, contact rate, etc. These key indicators are critical to determine sales success. Inbound channels have additional standards to ascertain the level of service being provided the caller – Service Level, Average Speed to Answer, First Contact Resolution to name a few. However, other areas of a business are more difficult to measure. Do you have a way to measure the impact of leadership development classes? Can you track emerging leaders who’ve participated in development courses to see if this investment made an impact on their team’s sales performance or attrition? What about Quality Assurance? Most track agents’ QA scores over time to observe changes but what other metrics can be used to track the customer impact of your interactions and more importantly, how does this effect your business? A metric is a verifiable measure stated in either quantitative or qualitative terms – ie; 95% quality monitoring score or as evaluated by our customers, we are providing above average service. A verifiable measure, metrics capture performance in terms of how something is being done relative to a standard. It allows and, actually, encourages comparison. In quality assurance we use metrics to translate customer needs and satisfaction levels into company performance measures. These metrics can be used to: spot trends both positive and negative identify necessary changes and then track performance of those changes predict future performance based on past results and outcomes The wealth of data that is contained in customer interactions can provide critical vision into the future strategies of the business. However, this data has to be transformed into measurable metrics in order to analyze the results. Once metrics are derived, the analysis must include actionable insights that can be communicated and turned into process improvement plans to drive any needed change. Quality metrics can also help you determine the break points in your service. Break points are used to determine the levels where improved performance will likely change customer behavior. For example: Waiting on hold for a customer service agent – How long will the average customer wait on hold before becoming dissatisfied? 2 minutes? Wait longer than 2 minutes — customer is dissatisfied 1-2 minutes — customer is satisfied less than 1 minute — customer is extremely satisfied Based on these findings, what steps should the company put in place to meet this expectation? How much is the company willing to spend (add more customer service agents, etc.) to meet this expectation? Will the higher customer satisfaction result in more revenue and offset the additional cost? In this example, understanding the break point will come in three steps: A trained analyst listens to calls and captures the customer feedback Sample data is transformed into measurable insight (metrics) Measurable insights are turned into actions For the most meaningful metrics, the sample size should represent a decent percentage of the interactions. As with survey and poll results, too small a sample may skew the findings. By transforming data into metrics, analysis will provide strategic information for the direction of a business. “We best manage what we can measure”. Click here or send us an Email to set up a meeting with the Etech team at Call Center Week 2016, June 27 – July1.

Driving Quality Improvement in Your Center

Quality improvement is dependent upon a commitment to two things — to monitor customer interactions and to use those interaction evaluations within a performance improvement process. This article will provide tips on how to create and manage a performance improvement process utilizing a quality assurance team. The most effective quality monitoring process combines feedback from a third party QA team with onsite monitoring from the front line supervisors. Some add a third layer into the process with internal quality analysts to supplement the monitoring and coaching being done at the agent level. These QAs are more like coaches, they direct, instruct and train the agents with an aim to help them offer quality services to customers. However, these internal QAs cannot replace the third party team. An outside QA team is critical to: provide unbiased feedback to improve agent behavior conduct analytical studies on quality trends and the impact to the customer experience deliver customer sentiment analysis to better understand the impact of service on the customer’s attitude toward products and services An internal QA team should not replace the front line supervisor’s role in monitoring either. They simply supplement the process. It is critical that the supervisor monitor his/her team to provide adequate and relevant coaching. While an internal QA can certainly conduct side-by-sides to provide real time feedback, the most constructive coaching should come from the supervisor who has developed a relationship with the agent. The third party team can be utilized in different ways. Because of their expertise they should provide analytical reports to: identify trends and outliers group repeat offenders with performance trending showcase best practices from top performers recommend important scripting changes identify process improvement opportunities communicate marketing wins and losses point out competitor advantages The best monitoring program uses both side by side monitoring with remote monitoring via either real time listening or through recorded calls. If recorded calls are used, the evaluations should be done within 24 hours of the recorded call for optimum and timely coaching. Side by side monitoring gives the supervisor a good indicator of the agent’s true product, call flow, and process knowledge. They will be on their very best behavior during these monitoring sessions. If this side by side monitoring session shows deficiencies, it can be addressed through coaching and follow up monitoring or, in extreme cases, through re-training. Remote monitoring lets you hear or see what the customer is experiencing. For those agents who perform well during side by sides but show opportunities during remote monitoring, a “will” issue may be the reason. The supervisor must address these instances quickly and aggressively. While a “skill” opportunity can oftentimes be overcome with coaching and training, a “will” issue is most often due to underlying reasons. Until those reasons are resolved, there is a risk of continued poor behavior. A good performance improvement process will ensure that feedback from monitoring sessions is used effectively to coach and develop. A standard performance improvement process includes the following: Documentation of coaching sessions. This documentation can be either soft or hard copy. The most important aspect of the documentation is that it be reviewed by the campaign leader to develop the supervisor and to make sure that it is being used – not simply completed, signed and filed. The campaign leader should meet with the agents to inspect that the coaching documentation is accurate and the agent is improving based on the feedback. Simply inspecting a binder or folder will not establish the coaching routine that is needed for performance improvement. The documentation should show the follow up steps and then check off when the follow up occurs. Did it result in improvement? Was the improvement sustained? A quick check of agent stats could provide that information. Documentation of calibration sessions The QA team (either internal or external) should keep a folder with the minutes of all calibration sessions. The campaign leader must ensure that calibrations are held regularly, operations leaders are attending along with the QA team, and actionable steps are being created as a result of the sessions. It is extremely important for an external QA team to be in the loop of all script, product, and promotion changes as well as any process or application changes that may impact the call flow. These calibration sessions will help in closing any gaps in communication. Varied coaching techniques Supervisors must understand how to coach and develop employees. Any trainer can tell you that adults learn in different ways. The three primary methods are: Visual – See it Auditory – Hear it Kinesthetic – Do it A supervisor needs to understand how each member of his team learns so that coaching can be tailored to fit each agent. One to one discussion works for some while others need to role play or do a group activity. Supervisors should know their teams well enough to understand how best to coach each team member and be able to use multiple techniques to achieve success. Rewards and Recognition A performance improvement process must include some level of reward and recognition. Rewards do not have to be monetary. In fact, many find recognition to be the largest motivator. This recognition can come in many forms, from a shout out during a pre-shift meeting for a quality call to being asked to mentor a new team member. Your performance improvement process should be documented and shared with your team. It is important that this be a living document – updated regularly to ensure that all steps have been implemented and are being followed. As you calibrate the process be sure to make changes to the document so that it contains the most up to date information. Monitoring and feedback is only as good as the follow up to ensure growth. Without a plan to guarantee this follow up occurs, it will fall to the wayside. Ownership and accountability are essential to executing a successful quality monitoring and performance improvement process.

Tips To Improve Quality Monitoring

We monitor calls to ensure that the set quality standards are achieved. However, call monitoring is not only for identifying problems and agent opportunities, but also for detecting what is working and cascading it to the entire team. Even as social media evolves and an increasing number of customers are reaching out through these channels, many still turn to chat and inbound toll free numbers for assistance. That makes call quality monitoring an essential process to ensure that customers receive an exceptional customer experience on all interactions. Here are tips that can help you improve quality monitoring: 1: Ensure you get the small things correct You already know the details of your monitoring operations and how your agents perform. To ensure consistent improvement — get the small things right. For example, verify that the agents have correct information about a product or service and responses to possible questions from customers. Also ensure that agents follow the laid out interaction flow structure. With the small things in place, you can use your time to work on the big issues. 2: Don’t make the employees nervous Agents are usually apprehensive to having their interactions monitored. To get your employees engaged, you need to explain why you are carrying out monitoring? Emphasize your intention is to help them be successful and to ensure quality customer service is delivered. To help your employees buy into the idea of quality monitoring, make the exercise collaborative and inclusive. It will help your employees understand the process better and what is required of them as they interact with customers. Remember to reprimand in private and praise in public. If you know there is a bad interaction, do not choose to play it in a calibration session that is attended by a large group. Take the agent into an individual coaching session to discuss the interaction whether it be a chat, call, or social media contact. 3: Hire Third Party to Monitor When a professional third party monitors your team, they will produce unbiased evaluations. If you run a large contact center, you will need to have an internal team of quality analysts as well. They should stay calibrated with your third party quality team to ensure that both groups deliver consistent results. Make sure that your internal team members have the right skills to monitor and provide feedback to agents in order to maintain the company quality standards. 4: Reward Best Performers Rewards are a great source of motivation. Come up with monthly awards like “quality agent of the month”. Non-monetary incentives oftentimes work as well as those with a cost to the company. The recognition of a “job well done” motivates employees to excel. 5: Invest in coaching the agents You must invest in training and coaching your agents. In addition to new hire training, ongoing product and soft skill training will enable your agents to continue to grow. The time and resources you invest in training your employees will bear fruits in quality customer service. Also use technology to guide your analysts and agents through the procedures. It might be costly at first, but in the long run it will be worthwhile. 6: Gather Feedback It is not enough to set quality processes without a feedback gathering mechanism. Internal calibration meetings should include both agents and supervisors to allow for an open question and answer session. Customer satisfaction surveys often tell the real picture. It can be surprising to learn that sometimes customers do not perceive the same quality of service that the internal team is assured they are providing. 7: Monitor across multi channels Today’s customer interacts with contact centers via multiple channels. It is advisable to monitor all sales and service channels to make an informed assessment. In conclusion, these seven tips will help you improve your quality monitoring. A quality interaction should provide an exceptional customer experience and showcase high performing teams.

What is Quality Assurance?

Quality assurance is defined as the maintenance of a desired quality of service especially by means of attention to every detail of the process of delivery. In the call center field, there are quality assurance processes in place to ensure that during a customer interaction a consistent standard of service is maintained. The highest duty of call center management is to develop the operational controls to ensure the level of customer service experiences rendered match the desired outcomes. Customers need to be satisfied, but at the same time protect the organization and optimize the resources available. Everybody who has ever communicated with a call center agent, has heard the phrase; “This call is being recorded for quality purposes”. These recorded conversations are monitored by a quality assurance team to check for the quality of service given. Following is a summary of the benefits to expect when you are observing stringent quality assurance measures: Increased customer satisfaction Problem recognition hence suitable solutions provided Increased agent productivity Improved and increased sales Improved call efficiency Increased agent knowledge and competencies Rapid business growth — hence increased profitability Positive branding Utilization of resources — For example: proper use of agent time Increased sales Improved business working relationship between call center and clients The challenge: How to ensure consistent quality service delivery As stated above, customer satisfaction is of utmost importance to a contact center and to the survival of your business. Quality service delivery guarantees happy customers who in turn become brand advocates; the ripple effect is worth every effort. The challenge then becomes how to keep your customer happy. Traditional solutions rely on manual methods, which are labor intensive and time consuming. Can you imagine trying to listen to all inbound or outbound calls in your center? It would require you to employ a large dedicated team to this process or to ignore the quality assurance step completely. Both options have negative impact to the quality of your service delivery. However, there is a solution to meet the needs and desires of all stakeholders in the contact center. The solution: Quality Assurance Software Quality assurance software can ease your QA monitoring needs. Yes, we understand you have performance monitoring metrics in place, some of which are quality specific. A quality assurance program goes the extra mile to improve efficiency and effectiveness of operations in your call center. Key areas that a quality assurance program addresses: Opportunity Identification This program identifies problem areas and growth opportunities. Without identifying these areas, the quality assurance process will be meaningless. This information provides a roadmap to improve service delivery, customer satisfaction and sales conversions. Business Insights In the process of gathering information, insights are uncovered on business intelligence. Using the data from your customers and understanding their perceptions on your pricing, promotions, new products and competitor offerings help your company to make informed decisions. Decisions based on verifiable statistics are a sure way to grow your business as well as make your leadership more efficient and effective. Customer Experiences Customers are the lifeblood of your business and that is why exceptional customer experiences are the ultimate goal. Monitoring the interactions for quality of service rendered help to discover gaps in the process. The result is to provide proactive solutions that eliminate customer dissatisfaction. Sharing these learning’s with your training team can help to ensure that all agents – new and existing are better equipped. Sales Conversion Without increased sales volumes, your business revenue will deteriorate. The ability to steadily increase sales conversion is a big part of the quality assurance program. Closely monitoring the selected agents will enable you to assess their selling skills, identify the training needs and empower agents to sell more. Human Monitoring Much of today’s quality monitoring is highly automated to capture the data in the end-to-end call process. Insights are then gathered on voice recognition. However, due to the increasing complexity of service delivery, human intervention is required to effectively monitor and measure the quality of service. Automation is good, and when combined with qualified personnel, the results are timely and reliable. In conclusion, quality assurance monitoring is the only guarantee you have to increased customer satisfaction, sales conversion and service delivery in general. Utilizing quality assurance software with a human touch makes it better and more reliable. Enjoy!

Etech Global Services: Going the Extra Mile in Quality Assurance

Etech Global Services offers BPO quality assurance services to increase sales and enhance customer satisfaction as well as gather important business intelligence. Quality Assurance is the means by which we measure the effectiveness and efficiency of business processes and here at Etech, we pride ourselves on the fact that our QA offering is second to none. We have developed a 10-step process that assists companies in identifying opportunities and developing actions that improve their processes, sales conversions and overall customer satisfaction. Here’s how it works: Needs assessment: A project manager is assigned to the customer’s account to evaluate needs, requirements and document plans. Create Performance Standards: We create a customized monitoring check-list and audit form to understand the expectations. Create Audit form guidelines: We create performance standards and guidelines defining each item on the checklist and articulate the scoring methodology. Sample Evaluations: The Project Manager and QA leadership ensure that the checklist is calibrated and in sync with the requirements. Diagnostics/Benchmarking: This provides a baseline measurement to ensure the rating scales are properly defined Go-Live : Transaction monitoring and “go live” post initial calibration. Client Calibrations: Blog monitoring calibration to ensure that the QA team and client are in continuous sync with the scoring and evaluations using the checklist. Client Review of Reports: Re-verification of transactions to ensure accuracy Coaching: Etech delivers Reporting and Analysis trends to the client to confirm data usability Track Progress: A robust scorecard is used to evaluate the transactions and monitor for accuracy which ensures consistent and accurate data insights to clients. Our clients have seen the following results with our Quality Assurance Services: 12% Increase in Customer Satisfaction 22% Increase in Average Order Value 35% Reduction in Average Handle time 45% Reduction in Agent Turnover 200% Increase in Agent Productivity In addition to our Quality Assurance program, we also offer an effective and customizable quality management platform to companies with internal contact centers. Q-Eval, our stand-alone software, captures specific metrics to provide intelligent reporting that can be used to improve internal call center performance. It is completely customizable to your specific needs, and can be easily interfaced with your current system. If you are in need of a Quality Assurance system, contact us today. We have the options you need.

Who Should Really Be Listening and Evaluating Your Calls?

A well-established Quality Assurance program ensures a higher level of customer satisfaction due to improved customer service, which can lead to greater profitability for a business. Companies have the option of employing front line supervisors, establishing a dedicated internal Quality Assessment team, or hiring an independent third party QA service provider to implement the QA program during daily operations. All of these QA service providers have their own benefits and limitations. Sound Expertise and Proven Experience Every enterprise wants to efficiently manage its resources. Third party QA service providers have solid and proven experience along with expertise that can readily be put to use. This experience and expertise is gained after successfully handling QA programs involving call recording and monitoring, one-on-one call coaching, establishing the QA program and training the internal team, QA calibration, auditing, etc. An independent QA service provider can handle the entire value aspect while the operations team fully concentrates on providing quality customer service. Also, the capability and understanding gained enables third party QA providers to provide intelligent data that unravels the crucial business drivers. An in-house QA team might take years to actually acquire the same expertise and experience. Accountability Independent third-party QA service providers maintain a high-level of accountability and professionalism when dealing with clients. Independent QA service providers know they are entirely responsible for handling the QA program for their clients, and failure on their part will lead to customer dissatisfaction, decreased revenue for the client, and loss of their customer base. Companies interested in an in-house QA team will invest in infrastructure, manpower, technology, and software to build the team. And if this same team fails to perform, it can be a detrimental loss to the company. Objectivity A third-party QA provider will conduct an independent assessment of calls, entirely free from any kind of influence or internal bias. An independent QA provider will conduct analysis from a customer-centered point of view and can provide an informed judgment, while an internal QA team or analyst might be challenged to maintain objectivity while assessing calls. Satisfied customers lead to successful businesses. Choosing an independent, third-party QA service provider can help companies ensure that all processes maximize customer satisfaction and business results.

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