To begin with, it's important that you have a clear strategy to follow. It helps to keep the contact center quality organized, making it easy to follow. But what does it look like? Here's what a QA strategy should look like:
The first layer of a QA strategy accommodates the goals you need to achieve. It can be anything from making query resolution faster to working on the overall progress of the contact center.
Lastly, you have to choose the tool you need to do all this. There are many contact center QA tools out there, but you should choose a comprehensive one like
QAViews. This single tool has everything you need for the quality assurance of your customer care center, from tracking calls to generating insights for performance evaluation.
2. Monitor All Customer Support Channels
Today, most businesses have more than just a call center for their customer support. Even many channels are more economical than phone calls. That's why businesses have started taking customer queries through calls, social media, mail, and many more. So, when it comes to contact center QA, it's crucial to monitor all the customer support channels. Make sure that every channel is working effectively, which is good for query handling. Effective omnichannel customer support helps in faster query resolution as a single channel doesn't have to take all the queries.
3. Assign QA Responsibility to a Team Member
A major problem with customer support centers is that it lacks accountability. When there are only the same level of employees with no charge, they don't think themselves responsible for anything. The reason is that they don't have to answer anyone. That's why having a person accountable for the contact center's performance is important. In simple words, a supervisor who can track the performance of employees and take action to improve the individual performance of employees is important. This way, there will be a person who your employees will know he/she is tracking their performance.
4. Provide Your Team with Real-Time Performance Analytics
Instead of just sharing solutions with your team, you should also share the real-time analytics with them. It's important because a solution can only be found when you have a clear picture of the problem. And a problem takes time to become significant and visible. However, sharing real-time analytics lets the team look at their individual performances and their effect on the overall customer care center performance. Hence, they can underline their mistakes early, which prevents any significant problems from occurring.
5. Invest in a Good QA Tool
Now, again, bringing the significance of a quality assurance tool, let's talk about why it is important. Simply put, quality assurance software makes the organization of call recording, sampling, and insights generation really easy. QAViews offers all the significant features. It lets you monitor the calls of all the agents in your customer support team and helps to generate real-time insights. It makes performance evaluation very easy, which is important for both appraisals and the identification of the need for agents' training. With features like quick rebuttal and customizations, it is really ahead of other tools. So, if you want to get an ultimate solution for your contact center QA, QAViews is the way to go.
6. Use Calls That Follow Best Practices
Now, not only is monitoring calls important to identify problems and gaps, but you can also get examples to set for your customer support team. Yes, many calls turn out to be ideal, which you can use for the training of your employees. It's a great practice as not only does it help you train your employees well, but it is also an economical solution. You can use either the call itself to extract insights or create an in-depth report to let your team learn how to become good at call centers.
7. Reward Agents for Participation
While the training of underperforming employees is crucial, maintaining the motivation of good employees is important as well. You need to reward them for being a part of the QA program and performing better than others. It will give them validation which is important to make sure that they have the motivation to keep their performance ever-growing. There are many ways you can reward them like a letter of appreciation, bonus, salary hike, etc.
