Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Creating A Customer Service Quality Assurance Form Doesn’t Have To Be Scary (Here’s How) - FCR - ContactCenterWorld.com Blog

Creating A Customer Service Quality Assurance Form Doesn’t Have To Be Scary (Here’s How)

This article was originally published on the MaestroQA blog on December 2, 2018. Click here to read the original post.

Creating a quality form for your customer service team can be a scary task. Questions abound. How many items should it hold? What questions matter most? Which ones don’t? What type of scoring method should we use? The list goes on and on, and these are all great questions. But before we address them, let’s back up a bit and first discuss the “why” of quality assurance and talk about why this shouldn’t be a scary task at all.

Understanding your brand

At FCR, one of my favorite activities is discussing quality and customer experience with new clients that come on board. It would be easy to jump into that meeting and start coming up with questions for a quality form and assigning point values and such, but I prefer to start with a couple questions to get to know them better.


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

  • What do you call your customers? While some companies just refer to them as customers, others go with members, users, patients, guests, pet parents, etc. There’s no right answer here, but intentionality around these names can make a difference in how customers are perceived. And consistency in the way we address our customers matters.
  • What’s your customer service philosophy or mission? This prompt is intended to get to the heart of what’s most important about each customer interaction. I want to learn about the company culture and how they treat their customers. I often hear things like, “If something goes wrong, we go above and beyond to make it right for the customer” or “We aim for quality over quantity when we interact with our customers, taking the time to get it right the first time.” I’ve heard a full spectrum of responses here and it’s heavily dependent on the product or service and type of work we’re doing.
  • What does a high quality interaction look like for your brand? This is similar to the previous point, but slightly different, and every company will have a different answer. Some will say that they want agents to speak with customers as if they’re already friends – this kind of casual rapport is what it takes for an interaction to be high quality in their eyes. Others still will say that a quality interaction is when an agent digs deeper to find the question behind the question. There will be lots of overlap in what companies care about, but the order in which brands prioritize these things varies widely.

Only when we have answers to these questions can we begin thinking about our quality forms and the essential elements to great customer interaction. For those of you from a traditional contact center background, you’ve likely seen quality forms with twenty to thirty items. After you’ve established what you value most, you’ll find that many of those items are irrelevant. Every item on your quality form should in some way help you achieve your mission. If it doesn’t, get rid of it.

A basic framework for a quality assurance form

If you took the time to strip your customer interactions down to the bare essentials, what would be left? When I ask this question, I’m talking about those items that, if we don’t get them right, the result is negative consequences for our customers and our business. When we strip it all away, here’s what’s left:

  1. Accuracy - Customers must receive accurate information. That’s why they contact support. If they don’t, they may call back or they may just cancel their service. Calling back means an unnecessary spike in call volume. Not calling back means we lose customers and revenue. Wrong or incomplete answers render customer service efforts entirely pointless. Accuracy also includes adhering to important policies and procedures. Think of procedures like taking good account notes so a customer doesn’t have to rehash their issue if they call back.
  2. Security - At a minimum, security means properly authenticating customers before disclosing or changing information on their account. Depending on the industry, you’ll often hear acronyms like PII, PCI, and HIPAA, and failure to comply with these regulations, breeches security and trust with customers and results in significant legal problems for the company.
  3. Connection - I’m talking about the essential people skills required to make a connection with the customer that shows them we understand what’s going on, that we’re taking ownership of their issues, and that we have the ability to effectively communicate a message to them.

So are you saying my quality form only needs three items on it?

Maybe. I’ve definitely seen it done that way. My rule of thumb for what else to add to a quality form is:

Add to the quality form anything that you want to track so you can coach, train, and monitor improvement over time.

If you aren’t tracking it, you won’t be able to recognize trends and manage to them. At best, you’ll coach agents on a bunch of one-off issues but never see the greater impact of that coaching.

Should my quality forms vary by support channel?

While I’d argue that the three basic ingredients above apply to ALL customer interactions, the level of complexity will vary for email, chat, phone, social media, text (SMS), etc. For example, greeting a customer might look like “Hi Customer!” over email while over the phone it might encompass the first minute or two of the interaction.

You may find that the criteria for different support channels looks very similar. It’s a good practice to take the time to create a definitions guide that spells out what each item on the form looks like for each support channel. At the end of the day, you might also find that certain things just don’t apply to certain channels or can be consolidated, and that’s OK too.

The right tool matters

As you’re building out a quality program you can definitely use spreadsheets but you risk a couple things. First, you might get what you pay for — which isn’t a whole lot. Second, you quickly realize the need for highly technical staff, well-versed in complex Excel formulas. This can be hard to sustain — and frankly after surveying the quality software scene, you’ll quickly realize there are tools out there at a reasonable price that do all of this for you.

Here are some of the benefits of a great quality tool:

  • Effortlessly create forms and calibrations. A quality tool removes the requirement for technical knowledge and creates a centralized place for regularly monitoring the performance of your team. Once the form is created and in use, it’s important to regularly calibrate as a team to make sure everyone is grading the same way. The tool facilitates that entire process with ease.
  • Track agent progress and target coaching and training. With a great quality tool you can expect reporting that will show performance from the team level down to the agent level. My personal favorite report is a breakdown of how we’re performing on each item of the quality form so we can identify the areas agents struggle with most.
  • Tie quality to other KPIs. What metrics matter most in your organization? We consistently find that customer satisfaction is really important — so much so that we’ve begun asking teams to put themselves in the customer’s shoes and rate whether or not they’d be satisfied with the support that was provided. If you haven’t done it, compare your quality scores to your customer satisfaction scores. If quality is high and customer satisfaction is low, it might be time to reevaluate your quality process.
  • Stay on top of the tickets that need to be graded. A big challenge for support teams, especially as your operation scales, is to remember who needs to be monitored, when, and how many. A quality tool ideally integrates with your existing support tools, randomly selecting tickets to grade to ensure that you consistently monitor a representative sample of your total interactions.

I know this may sound like a lot but my hope is that this makes the process of setting up your quality program a bit less daunting. Start with what’s most important on every customer interaction and then build a set of quality criteria that helps you achieve your mission. Once you’ve established that, get yourself a quality tool, like MaestroQA, that can house the entire process. Not scary at all, is it?

Source: http://www.gofcr.com/creating-a-customer-service-quality-assurance-form-doesnt-have-to-be-scary-heres-how/

Publish Date: December 14, 2018 5:00 AM


2021 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



View more from FCR

Recent Blog Posts:
When Friendly Customer Service is SecondaryFebruary 20, 2019 5:00 AM
Customer Service Edge Cases. To Empower or Not to Empower?January 18, 2019 5:00 AM
FCR Solutions Spotlight: 5 Contact Center Tech Upgrades to Consider in 2019January 11, 2019 5:00 AM
How Chat Analytics Differs from Voice AnalyticsJanuary 3, 2019 5:00 AM
Sad and Happy GoodbyesDecember 21, 2018 5:00 AM
Creating A Customer Service Quality Assurance Form Doesn’t Have To Be Scary (Here’s How)December 14, 2018 5:00 AM
A Miscellaneous Lot of Thoughts on Quality ScoringDecember 10, 2018 5:00 AM
7 Essentials for a Customer Service Voice and Style GuideNovember 29, 2018 5:00 AM
The Customer Service Advice We’re Thankful ForNovember 21, 2018 5:00 AM
Customer Experience Insights From the InnovatorsNovember 15, 2018 5:00 AM

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =