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The Mild Chaos of Remote QA - Voxjar - ContactCenterWorld.com Blog

The Mild Chaos of Remote QA

With several months of practice under your belt you’ve probably experienced the snafus, goofy internet connections, and virtual headaches that come with a remote QA and coaching program.

Setting up a 5 minute one-on-one has essentially gone from tapping an agent on the shoulder to sending meeting invites, reminder texts, and multiple slack messages.

On top of the scheduling difficulties, the disconnect between teams is taking a toll. Walking the call floor was an easy way to get a feel for how things were going. What’s morale like? Am I hearing any raised voices? Is there too much silence? Simple things that you could pick up on almost immediately are missing. It’s like losing one of your senses.

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Reps could boost each other's morale and share tips on an off day and adopt best practices from their peers just by being in the same room and overhearing their conversations. Now it takes direct intervention to help them get back on track. 

Thankfully, we’re living in a time when technology has enabled our world to keep spinning during a global pandemic. With so much software available, we’ve seen several unique tech stacks evolve to enable quality assurance to continue to have an impact from anywhere on the planet.

On one hand, there are the homemade (literally) workflows that jump from slack to calendly to zoom to a google sheets call monitoring form.

On the other hand there’s been a rush of innovation to develop end to end remote work solutions for the call center by CCaaS and WFP providers as well as purpose built, stand alone remote quality assurance software solutions.

What’s next?

COVID-19 forced everyone’s hand, but now that we’re trending back to normal we have a choice and we have experience in both worlds. What is going to happen with the call center workforce? 

Across tech industries, remote work appears to be here to stay, but in call centers we’re faced with a unique work environment that low income employees might have difficulty maintaining and that the business might not be able or willing to support. Although, the tech stack above has made this much more affordable and much easier than ever.

The responses have been mixed about maintaining a fully remote workforce in call center environments. Often the feeling is that a hybrid model with 25-50% of employees working from home will be the right solution, but there are benefits and drawbacks to each model.

Whatever happens, the skills and technology that you’ve mastered during quarantine will stay relevant. It’s worth keeping them sharp and further adapting them to easily flex between on premise and remote quality assurance tasks.

That flexibility could be the key to unlocking future profits as your company adapts to whatever outside influences come into play.

Publish Date: June 15, 2021 4:50 PM


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Typical Problem!

In-house surveys can be time consuming, cumbersome at best and many staff often don't provide valid feedback as they fear ‘being too honest' with their employer for fear of retribution.

Even some 3rd party ‘managed' surveys can be challenging, costly and then there is no benchmark or significant value other than ‘managed by a 3rd party' approach, which leads to the problem of validity of data, security and integrity plus costs and time required by you.

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TopPlace2Work is an easy to use program that allows you to gather valuable data on employee morale and engagement.
 



View more from Voxjar

Recent Blog Posts:
9 Phone Etiquette Tips for Customer Service CentersJuly 1, 2021 2:05 PM
4 Best Practices for QAJune 17, 2021 9:38 PM
6 Mistakes to Avoid on your QA FormsJune 16, 2021 5:41 PM
Grow Your Bottom Line with these 8 Customer Service MetricsJune 15, 2021 7:07 PM
The Mild Chaos of Remote QAJune 15, 2021 4:50 PM
Call CalibrationJune 14, 2021 6:58 PM

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