In this video we will be discussing creating the Right QA Framework to deliver your Business Goals. So, let’s get started… Your Call Center’s goal should be to support the company’s long-term objectives and goals and your QA framework is the vehicle that will drive you there! Taking a strategic approach starts by asking what is: • Customer Critical
• Business Critical
• Process Critical It’s not always easy to balance these sometimes opposing requirements but understanding the connection between customer experience & sentiment and the service your agents are delivering is vital. We all know that Great service=Great customer experience. The good news is, that establishing the right QA framework will positively impact your customer loyalty, reduce churn, increase sales and boost your Net Promoter Score It’s helpful to view the evolution of your framework in three phases, first start by improving day to day operations Once you have gathered data you can start to think about tactics. The next step is to look at re aligning the service delivery and finally take QA to a strategic level where the framework is closely aligned and shared with the strategic business goals. In order to improve your day to day operations your framework should focus on understanding your current service delivery maintaining consistent service by identifying negative behaviors and how your agents engage with the internal processes. The tactical approach is a more flexible, fluid and almost holistic approach compared to its QA counterparts. Then the focus changes to: Getting Strategic involves a much wider dialog with the business, using the insights and data gathered from your QA tool to engage senior management in the continued evolution of your QA Framework. Finally, I want to bring up something that is very important to us here at Scorebuddy… SPREADSHEETS ARE NOT A QA TOOL!!! All joking aside, spreadsheets are far too common in the call center and in reality, they don’t offer much for QA initiatives. Not only are they a time-consuming tool for managers who must pull data from a variety of sources, but it also increases the chances for human error. In a fast-paced and energetic call center, dedicated QA applications are far better suited to support your organisation. Not only do these tools capture invaluable and actionable insights along with post call analysis but they will promote trust, a culture of learning and growth on a personal and professional level from front line agents right up to your senior management. In our next video of the series we will jumping into the steps on How to Improve Call Center QA. We look forward to seeing you then!