Customer service quality assurance has become the talk of the town, especially for the call center industries dealing with customers directly. The process is introduced to a customer service industry to improve the effectiveness and efficiency of the customer support agents, leading to more positive customer experiences. In short, QA software for call centers aims to improve and sustain the quality of the customer support process and customer satisfaction rate.
In this article, we will talk about the following topics.
- Primary goals of QA.
- When to leverage customer support quality assurance?
- How to build a quality assurance framework in your industry?
- How to create QA scoring criteria?
- Choose an ideal QA software for call centers
This will give you a better insight into the quality assurance system, aiding the brands to reach out to top-rated HR software providers for the same.
Primary goals of QA
We have already discussed in brief why quality assurance has become the ultimate solution to every call center business. Let us point out the objectives in a row.
- Meeting customer expectations: An ideal QA system enables businesses to meet the expectations of every individual customer simply by measuring their needs and priorities. This increases customer loyalty and eventually leads to more sales.
- Delivering effective solutions: Another top objective of QA solutions in customer service is delivering accurate and effective responses. Whenever a customer shares any query, he or she expects to get an immediate answer. Setting out quality standards in the QA software, you can ensure a stellar customer experience in your team.
When to leverage customer support quality assurance?
We all are aware of why customer support quality assurance is critical in the industry. Now, it’s time to learn when to leverage the QA solution. The QA process can be introduced to many conversations for different purposes. Here are the following.
- Taking samples from interactions randomly: Acquiring samples randomly from different interactions allows the managers to assess the quality of the team’s service. The software takes a snapshot and shares it with the team to evaluate the interaction’s quality.
- Reviewing conversations: QA software can be integrated to review CSAT ratings for the industry. It reviews conversations and sends feedback to improve marketing, sales, and product development. Digital transformation companies pay a lot of attention to this particular aspect.
- Evaluating new agent-customer conversation: Learning about the agents’ performance who are new to the industry is essential. QA makes the process better by evaluating the new agent-customer conversation.
How to build a quality assurance framework in your industry?
Fig: Quality Assurance checklist
Let us focus on building a strong quality assurance framework for your customer service team to attain seamless customer interactions. This will help measure the quality of the service.
Define quality
Defining quality is the initial step required to measure the quality. Check out your team’s individual goals and objectives, along with the quality standards already set for the team. These are necessary for defining the quality of the process and assessing them in the following step.
Measure quality
The next immediate job is to measure the quality of your service. You can set a QA checklist along with the standard scoring criteria. This will help you to measure the quality based on certain KPIs and internal quality standards. The few prominent KPIs are customer satisfaction score, net promoter score, and negative response rate.
Addressing feedback
QA software for call centers allows managers to address the feedback at the right time and use the data to improve customer interactions. This is the final yet strong element for your QA framework that focuses on the behavior and generates timely feedback. You need to monitor the performance and share feedback to inspire the agents and keep them on track.
How to create QA scoring criteria?
When it comes to defining and measuring the quality of your team, creating QA scoring criteria is much needed. This, of course, varies based on company goals. You can categorize the scoring criteria based on – solution, empathy, and efficiency.
Keep reading to get a better understanding.
Solution: This particular category defines how efficiently the customer support agents solve their individual issues. The checklist items involve –
- Solved customer issues.
- Provided an alternative as required.
- Displayed product knowledge.
Empathy or tone: This category defines the agent’s tone or behavior simply by assessing the positive and negative customer reviews. The positive reviews always showcase the positive attitude of the agent. The checklist items involve –
- Maintained a positive tone throughout the conversation.
- Build confidence and trust in the customer.
- Provided additional support and services.
Efficiency: This category defines the efficiency of the agents in delivering speedy and accurate responses. It even involves balancing resources and time, offering the ultimate solution to the customers. The checklist items involve –
- Resolved the issue on time and with perfection.
- Perfectly analyzed by keeping updates on the case.
- Appropriately utilized macros.
Read more: THE FUTURE OF WORKPLACES
Choose an ideal QA software for call centers
Now that you have a good insight into the QA software, it is time to understand the steps following to reap the benefits.
- Look for an integrated solution while choosing your software.
- Check out the range of features you need for business purposes.
- Find the product within your budget.
- Assess its scalability.
- Know whether the platform is user-friendly.
Enjoy high customer experience with QA solution.
Digital transformation companies are sprouting out daily with their own advanced set of tools and software products. QA software for call centers is one of the primary examples that you can come across.
Choose the right QA software for your company and optimize the quality of your process for better results. Make sure the software you pick up is within your budget and fits all your business requirements.
