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

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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


Publish Date: March 12, 2020 5:00 AM

2021 Buyers Guide Speech Technology


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.

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.

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.


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-...
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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.

MattsenKumar LLC

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.


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.

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


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...
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