Call centers go through multiple phases of development and changes; one constant is they need to perform at their best in any condition seamlessly, and the quality management process can only ensure it. A QA framework ensures that the QA in Call Centers is executed properly. So, in this article, we are going to explore the QA framework and how to implement it in your call centers.
Describe a QA framework
Utilizing metrics and a set of success criteria, a call center quality assurance or QA framework allows you to manage and assess your service level. The framework directs how you analyze the data, define your key performance indicators (KPIs), and monitor quality in your call center.
What three different QA frameworks are there?
Depending on the size and complexity of the call center and the organization, there are three main types of QA frameworks, and each is advantageous to contact center quality management differently.
1. A operational quality assurance framework in contact centers
The operational call center QA structure serves as almost all call centers’ starting point. This framework supports the fundamental operations in the call center. Typically, the operational framework consists of the following:
- daily QA measurement
- leveraging QA data to find underperformers
- establishing monthly scoring targets for call center representatives
- carrying out periodic evaluations
Since this methodology mainly focuses on data gathering rather than analysis, it might be challenging to translate measurements from the collected data into meaningful insights. In addition, due to a lack of resources, QA in Call Centers may be less effective in data collection and analysis.
-
A tactical quality assurance framework in contact centers
The tactical call center QA framework establishes individualized, medium-term goals in addition to daily customer service objectives. This more adaptable framework enables call center managers to change their QA procedures in response to the data gathered. Typically, the tactical call center structure consists of the following:
- determining the reason for low KPIs
- identifying the processes and procedures that require a change
- Increasing client loyalty
- Reducing agent turnover by investing in both money and time in training
- identifying performance trends from historical data
Although this structure is more flexible than the operational framework, it still has certain drawbacks. For instance, it ignores outside variables that may enable contact center executives to be even more strategic in their analysis and use of quality assurance data to improve QA in Call Centers.
3. Strategic quality control framework for call centers
The strategic call center QA framework organizes your call center so that you may gather, analyze, and exchange information regarding your company’s strategic aims and objectives. Typically, this framework consists of the following:
- Long-term improvement in customer loyalty and retention
- Examining the Influence of customer service on Sales to boost revenue
- Increasing your net promoter score (NPS) through comprehending the connections between customer satisfaction, customer service, and QA
Although the strategic call center QA framework is likely the most sophisticated of the three, it requires time and resources to develop the previous two frameworks before a process and strategy are in place that allow for the appropriate utilization of this framework. Call center QA management can use competent quality assurance software to implement it efficiently.
Steps Building a Contact Center QA Framework
Establish your priorities.
Call center executives and their organizations must first decide what standards and ideals they wish to uphold with their contact center before developing a call center quality assurance framework. Of course, these will change depending on companies and the consumers, but they can offer a crucial starting point to help the team advance in the right direction for establishing a solid process for QA in Call Centers.
Create customer complaint policies.
Contact center managers and their organizations must agree on detailed procedures for handling dissatisfied customers. The rules may cover giving refunds and exchanges, making formal complaints, or even something extremely particular to your company that you might attempt to establish a reputation for yourself.
Ensure this policy is formally released after it has been finalized and that each agent receives training on these techniques. KPIs, rules, and protocols. Otherwise, all these will be meaningless unless every agent is adequately taught how to manage interactions with unhappy customers in a way consistent with your brand and policies.
Establish KPIs and metrics.
Before collecting agent and contact center data, it is critical to select which metrics and KPIs to track based on organizational goals for QA in Call Centers. It aids call centers in avoiding gathering pointless information that slows down the procedure. Instead, create agent performance forms or scorecards based on these and other parameters that assess the agent’s overall performance through QA in Call Centers.
- Customer Satisfaction Score (CSAT): Among the crucial parameters to consider are Customer Satisfaction Score (CSAT). Although the concept of customer satisfaction is broad, CSAT is a more specific measurement expressed as a percentage.
- Returning Customer Rate (RCR): A percentage of clients who have made at least two purchases from you in a certain time frame.
- Negative Response Rate (NRR): As a percentage, it indicates how many unfavorable client responses an agent receives as opposed to positive responses.
- FCR: First Contact Resolution counts the number of customer interactions that are resolved in the customer’s first encounter with the contact center
Maintain concise, objective criteria.
Subjectivity in your data collection frequently leads to erratic and unfair ratings, which results in confusing feedback in the process of QA in Call Centers. Despite their best attempts to improve, this may disappoint agents, give them the impression that their grades are unfair, and may lead to attrition. Complex criteria are also too challenging to use and unlikely to influence behavior significantly.
Remember that when researching and attempting to build a favorable connection with the consumer. Agents already have hundreds of bits of information to remember. When given a complex criterion that is too much for them to process. They frequently ignore it in favor of completing the rest of their tasks.
The time spent by your trainers and learning content creators to continuously analyze your material and ensure it provides what your team needs right now. It is the largest investment you can make in your training, along with an appropriate tool or a system.
The Advantages of AI for Contact Center Quality Control
While some aspects of a customer experience at a contact center can only be successfully handled by a human. Combining clever AI with human compassion can result in the best possible customer support experience. The quality management process with AI is optimized by a variety of capabilities provided by the AI-powered contact center quality management systems, such as:
- Customer intent natural language understanding (NLU) with two times the accuracy and with little maintenance
- Semantic intelligence analyzes, scores, and tags key times in each agent’s communication.
Voice of Customer may automatically send customized reports to contact center managers and other business teams. Including the product and compliance teams. Enable automated learning for agents by analyzing every contact across phone calls, email, and chat. It can significantly enhance QA in Call Centers. As agents offer input and adjust preferences to align with brand values and policies. Models grow in sophistication and produce better outcomes over time.
End note
Implementing a contact center Quality Assurance framework is crucial for organizations aiming. To deliver exceptional customer service and ensure consistent performance. By establishing a comprehensive QA framework for managing QA in Call Centers, companies can systematically evaluate and enhance the quality of interactions. Between their agents and customers, improving customer satisfaction, increasing customer loyalty, and, ultimately, business success.
