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4 Best Practices for QA - Voxjar - ContactCenterWorld.com Blog

4 Best Practices for QA

Customer service can make or break your business. In fact, the 2017 Microsoft State of Customer Service report found that a staggering 96% of consumers worldwide indicate that customer service is the defining factor for them when it comes to brand choice and loyalty, making call center quality assurance mandatory to optimize customer experience.

4 QA best practices

Here are 4 best practices that will keep your contact center performing and your customers happy.

Set up a QA framework

Your QA framework will act as your map to monitoring your call center team, but don’t build it in a silo. Include team leaders and agents, as well as company executives, to ensure a broad range of ideas are included.

It is impossible to accurately evaluate for quality if you set a moving target.

Establishing a framework will make quality assurance scalable and repeatable; and, it will also provide your reps a guideline for handling calls.

Positive Reinforcement

It’s so tempting to focus only on correcting agent performance, but spending most of your time picking apart less-than-stellar performances can be demoralizing for your team.

Reps that consistently rate high in CSAT on your QA scorecard should be praised even if their efficiency isn’t great because these agents are taking the time to make a difference to your customers, and that keeps your business thriving.

Agent training and coaching

Now that you know where reps need to improve, you need to provide coaching to your agents based on the data.
Training and coaching should not be viewed as one-off processes.You should provide immediate, consistent feedback to individual employees that goes beyond “here are your quality scores”.

Be open to change
Change is hard. But rest assured that even if you have the best possible quality framework around, there will come a time when it just doesn’t make sense for your company anymore. Listen to your team and pay attention to the data from your evaluations.

Your agents provide valuable insights and feedback on the quality assurance process. Their experience dealing with customers makes them a prime resource for rewriting scripts that resonate.

These best practices are simple concepts that you can adopt today to impact your customer experience through call monitoring and quality assurance.

Source 4 Best Practices for Call Center QA to Optimize Customer Experience

Publish Date: June 17, 2021 9:38 PM

2022 Buyers Guide
Get Listed
Workforce Management

1.)

Alvaria

Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.

2.)

Alvaria

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

3.)

Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

4.)	eGain Corporation eGain Solve Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.)

Eleveo

Eleveo WFM
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.

6.)

ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!

7.)

Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.

8.)

MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

9.)

OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

10.)

Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

11.)	Vads VADS Workforce Management VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

12.)

QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.

13.)

Simucall limited

Assessment of Contact centre job applicants
Pay As You Go remote assessment tool for contact centre job applicants.

NO set up or registration fee and NO minimum use contract

Assess your applicants ability to listen to a caller, recognise the important pieces of information and record them into a logging system swiftly and accurately under pressure.

Full management dashboard

Pay per completed assessment (no charge if abandoned or not taken by the deadline you set)

Choice of assessment environments - including Insurance claims, Financial transactions, Emergency service calls, Utility defect report and IT Helpdesk

Variety of UK accents used by callers (of different ages and genders)

You retain control of all communication with the applicants

View more from Voxjar

Recent Blog Posts:

9 Phone Etiquette Tips for Customer Service Centers	July 1, 2021 2:05 PM
4 Best Practices for QA	June 17, 2021 9:38 PM
6 Mistakes to Avoid on your QA Forms	June 16, 2021 5:41 PM
Grow Your Bottom Line with these 8 Customer Service Metrics	June 15, 2021 7:07 PM
The Mild Chaos of Remote QA	June 15, 2021 4:50 PM
Call Calibration	June 14, 2021 6:58 PM