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The mountain of support QA and ways to scale its peak - Livesalesman - ContactCenterWorld.com Blog

The mountain of support QA and ways to scale its peak

What doesn’t kill you, makes you stronger! Lifting dumb bells improves your physique, eating a balanced diet keeps you healthy, holding back on splurges saves money, and support QA enhances customer service standards. There is one point common to all of the above-mentioned examples; each one of these are hard to make habitual and needs serious determination to embrace into your routine.

When it comes to support quality assurance, many companies find it difficult to incorporate a well-functioning quality assurance cycle. Experts and veterans of the industry emphasize on the importance of support QA, but still companies fail to implement the process or don’t do it at all.

The failure to implement support QA can’t be attributed to a lax attitude in improving their service; mostly, the reason is that companies find it a tremendous task to add the process in their cycle.

It is difficult to implement, but not impossible.

Here are the usual challenges a company faces while bringing in support QA, and ways to tackle them:

1.  A Sea Of Data

 Every customer service department resolves tickets raised by customers. Though, the number of tickets resolved per day depends on the industry a company is operating in or on the type of product and services it provides. It might also depend on the season if it is usually associated with larger customer interactions. Call center outsourcing companies take around 2000-2500 calls every month and resolve more than a hundred tickets per week. Companies set different targets when it comes to resolving tickets; some set a target of 30-35 tickets per day while some take care of 20 tickets each day.

This poses a challenge to companies who want to bring in support QA; it isn’t possible to review every ticket, one can’t know for sure which tickets to choose, and it isn’t easy to have an unbiased analysis of tickets.

It is advised that you go the random way: select varying samples for reviewing. If one can’t go through every conversation, selecting random ones for sampling would be the best way to go about it. But be sure to check they refer to different types such as refunds, lost passwords, technical issues, and product tracking.

2. Time is Of The Essence

 Establishing a program for quality assurance means asking managers to be constantly connected with quality check. It is a continuous process and any gap in between might affect the quality a company provides. Not only that, one must be wary of oncoming challenges and get on to improving the process frequently. Managers fail to focus on support QA because of the efforts required; they tend to think that managing quality along with other processes would amount to exceeding their capabilities.

The bigger problem here is that managers still cling on to old methodologies, not to the one that is required in this day and age: ‘work smart before working hard’. If the manager feels that he/she can’t take be a daily participant in support QA, he/she can offload some of the mundane routine tasks to team members. There are two ways he/she can choose to go here:

  • Offloading support QA tasks- the manager can ask his/her team members to provide random samples of tickets, review conversations, and evaluate each based on the rubric you have sent them.
  • Offloading daily tasks- This will pertain to you giving every responsibility of the job to your team members and focusing on the QA tasks yourself.

3. Cynics Against QA

 Nobody likes being watched, none more so than people who are working. If a company decides to bring in quality assurance process in their work cycle, the first word, which comes to the employee’s mind, would be ‘scrutiny’. No employee wants to entertain the idea that every piece of work he/she is doing all day would be carefully looked at. Some companies bring in the system as a reactive strategy when there are a lot of customer complaints; employees of these companies are the most cynical of the whole idea. The announcement alone is enough to make the customer service department nervous and might demoralize many teams across the company.

The only path a company might go on to alleviate fears would be to maintain transparency throughout the whole process. The head of departments must come out and explain why the process is needed and how it will benefit everyone. The heads can tell the teams how it would be easier to evaluate performers and pave way for growth opportunities; the skills it will enhance throughout different departments and help the company become crème de la crème. Most customer service outsourcing companies have a dedicated QA department that is responsible to evaluate customer interactions regularly and share the feedback constructively with the team.

4. Linking Tools Across Departments

Be it corporations or startups, most QA processes start with spreadsheets in the initial phase. This is done for the purpose of documenting QA tasks of every team across departments. Going down this way is time-consuming and requires careful handling in order to make sure there is no mix-up of data or any harm to its integrity. The time wasted here can be better utilized in training personnel. The types of QA tasks might range from collecting conversations across communication channels, evaluating conversations with the help of tools, and inputting the data into spreadsheets by customer service personnel.

As time passes by, the level of efforts put in to keep the data updated seem futile looking at the strategic goals of the organization. Spreadsheets can’t tell you if there are problems in real-time, all a manager can do is tell you after analyzing the whole data. This might make many problems go unnoticed meanwhile your customers will be left frustrated.

What is the answer to this conundrum?

There a lot of QA software available in the market which can help out with such issues but having well-placed QA software is only one part of the solution. Companies ask their software technology departments to come up with tailored software targeted at support QA. The employees are fully aware of the problems support representatives face and can come up with a solution targeted at the specific needs of the company.

Some companies buy expensive QA software to take care of issues but that might mean spending a lot of man-hours into training the employees. Also, some features might be redundant in the software because it wasn’t tailor-made for the company’s problems. The best way here would be to first design a process yourself and then buy a  software that is inclusive of the features you want in it.

5. Going Up And Beyond

Support QA activities aren’t as hard as made out to be. If you just want to know how to go about the whole process, here are the first baby-steps you can take:

  • Select a conversation
  • Go through the whole of it. See where the customer service representative was lacking and the way he/she could have dealt with it better
  • Record the data, it will be useful when you lay the foundations of support QA process

Source: https://livesalesman.com/the-mountain-of-support-qa-and-ways-to-scale-its-peak/

Publish Date: March 12, 2020


2022 Buyers Guide Dialer Solutions

 
1.) 
Premium Listing
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.


2.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

3.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

4.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

5.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)

6.) 
Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)

7.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

10.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration

11.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

12.) 
Nuxiba Technologies

CenterWare
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

14.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

15.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

16.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

17.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 



View more from Livesalesman

Recent Blog Posts:
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The mountain of support QA and ways to scale its peakMarch 12, 2020
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