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Customers Don’t Care About Your Quality Assurance Checklists - TTEC - ContactCenterWorld.com Blog

Customers Don’t Care About Your Quality Assurance Checklists

Quality assurance (QA) is often the cornerstone of a contact center’s management efforts. QA practices help enhance the quality of a service team by ensuring associates are following company standards like using preferred terminology with customers and not disclosing private information.

Ideally, QA standards should focus on whether, and how effectively, associates are addressing customers’ needs and expectations. But these evaluations often turn into a checklist approach to QA follow-through. Customers, however, don’t care about QA checklists. They just want their support issues addressed promptly and completely. Such resolution requires alignment of QA and Voice of the Customer (VoC).

Part of the reason for the misalignment is that the checklists that associates go through often don’t match what customers want, which is personalized service, quick resolution, and knowledgeable associates.

Another reason is that many voice of the customer surveys are flawed in that they ask customers questions about their satisfaction with the brand and with the interaction they just completed. These surveys are most effective when they can uncover what the customer expected, identify root causes for any pain points prior to reaching customer support, and then drive the changes needed to deliver the experiences that customers want. 

Addressing what matters most to customers

To address gaps in the customer experience and meet customer expectations, contact center leaders should regularly evaluate those aspects of the customer service interaction that matter most to customers.

For instance, does an associate have total control over customer satisfaction outcome? In many cases, an associate does not, due to insufficient customer data available to them and scope to resolve a customer’s issue. Whether it’s receiving intelligent support, fast and complete problem resolution, or the empathy expressed by an associate, customer care leaders need to identify the most important aspects of customer care from the customer’s point of view and take the steps that are necessary in meeting those expectations.

Securing quality “anchors”

In addition to the aspects of the care experience that matters most to customers, organizational leaders should also pay close attention to the three quality anchors that customers look for when they engage with a care associate. These include:
 

  • Whether a care associate diagnosed the customer’s request or issue effectively and efficiently.
  • Whether the care associate resolved the customer’s request or issue to the customer’s satisfaction.
  • Whether the care associate communicated with the customer in a way that reinforces the customer’s expectations of the brand and the services that he or she pays for. 


Taken together, these three anchors can drive the right behaviors and align to the outcomes that customers express in VoC surveys. It’s also important to note that the degree to which customer care associates address these three anchors will align to both good and bad customer experiences.

TeleTech has built a framework using this criteria that has helped our clients move from poor quality-VoC alignment to very strong alignment. In one example, TeleTech worked with a major U.S. retailer to correlate quality with customer satisfaction. By applying a data-driven approach, we were able to help the retailer identify correlations between high QA scores for associates and high likelihood to repurchase/revisit (LTR) scores from customers.

Next Steps
 

  • Determine if your organization’s QA process is predictive of VoC outcomes.
  • Uncover areas for building customer experience into the company’s QA process methodology.
  • Drop quality parameters that force a checklist call flow between associates and customers.


Like this? Subscribe to our blog here.

Also, check out the most recent issue of our eNewsletter.

Source: http://www.teletech.com/resources/blog/customers-dont-care-about-your-quality-assurance-checklists

Publish Date: May 2, 2016 5:00 AM


2021 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
PH: 644 9201929

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
PH: 800-399-3224

3.) 
CTCOMM

Plantronics
Jabra
Sennheiser

4.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

5.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide
PH: 800-826-4656

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
PH: +44 (0)1258 820100

7.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.
PH: +35924110203

8.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
PH: 0086-592-7177232
 



View more from TTEC

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Greet, Love, Engage: Three Paths to a Stress-Free Live Chat ExperienceAugust 12, 2016 5:00 AM
Getting the Most From Customer SurveysJuly 21, 2016 5:00 AM
5 Customer Experience Metrics to TrackJune 1, 2016 5:00 AM
The Ins and Outs of Creating Closed LoopsMay 19, 2016 5:00 AM
Customers Don’t Care About Your Quality Assurance ChecklistsMay 2, 2016 5:00 AM
Answer Why Questions in the Contact Center to Improve OperationsMarch 14, 2016 5:00 AM
TeleTech Research Shines Light on Gaps Between Consumers and BrandsJanuary 21, 2016 5:00 AM

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