Recently, one of our customers made a confession: They used to spend a lot of time and effort on conducting manual audits of their calls and chats because even though it was time consuming, they considered it highly important.
It was only when they started automating their QA process with Tethr’s conversation analytics platform that they realized they were wrong. The truth? It was high-effort, and often produced results that weren’t even statistically valid. Worse? It took up time that could have been focused on metrics that improve customer loyalty.
They shifted their call center QA process completely over to AI-powered conversation intelligence. Now, their QA agents have the ability to shift their focus. Instead of looking for simple things that Tethr’s machine learning can capture, their QA agents can analyze agent behavior, find coaching opportunities, and evaluate nuanced issues that will lead to improved customer satisfaction.
How to conduct high-level QA analysis
Once you are able to automate your QA with conversation analytics and capture information from 100% of your customer interactions, you can shift your QA team’s focus onto higher-level analysis. When you do, Tethr has an in-platform capability called Evaluations that allows you to create custom forms, custom scores, and measure contact center performance on a deeper level.
Evaluations can be useful in providing agents with positive feedback and constructive criticism to use in your coaching sessions and performance evaluations.
When you automate the majority of your quality assurance process, it will enable your quality assurance managers to spend time focusing on these types of deeper insights, coaching opportunities, and business improvements.
What parts of contact center QA can you automate?
You might be surprised how much a conversation intelligence platform can transform your quality assurance program. Tethr can automatically detect and analyze the most common items on quality assurance checklists, including:
1. Call handling issues: Average Handle Time (AHT), Silence time, Transfers, Holds and length of holds
2. Agent adherence to the call script
3. Acknowledges reason for the call
4. Compliance with company policy and procedures, such as informing customers about privacy disclosures.
5. Case resolution rate
6. Time to answer the call
7. Verifying the caller’s identity
8. Offering greeting and providing customers with agent name
9. Expectation setting
What parts of contact center Quality Assurance need manual evaluation?
As your evaluation process advances, you can begin to focus on long-term improvements and training sessions. Additionally, although Tethr can detect when agents fail to provide adequate information, such as when a customer says they’re confused or don’t understand, it can take manual evaluation to determine an agent’s use of guiding information, positive attitude, and helpful advice. Here's some examples of areas some contact center managers focus on for agent performance that isn't captured automatically:
1. Customer service team knowledge gaps: Although Tethr can measure agent confusion, detecting a specific area of a knowledge gap can lead to improved agent training.
2. Soft skills, such as positive attitude, appropriate listening skills, reassurance, or calm demeanor
3. Agent engagement and rapport with customer
4. Offering correct solutions
5. Use of proper tone and pace
Other strategies to improve your QA call auditing process
Monitor all customer support channels
A successful QA strategy includes monitoring not just phone calls into your call center, but all channels of customer interactions. By monitoring customer interactions across multiple channels, such as phone, email, chat, and social media, you can gain valuable insights into how customers are being treated and how well your team is responding to their needs. You can also identify the strengths and weaknesses of each channel. For example, perhaps some issues resolve easier over the phone than chats.
Integrate customer feedback into your QA process
Customer feedback is an invaluable source of information for improving the quality of service provided by your call center. By integrating customer feedback into your QA process, you can gain a better understanding of how customers perceive your service and identify areas for improvement. This will help you ensure that your call center is providing the best possible service to its customers .
Develop a comprehensive agent training program
A comprehensive training program is essential for ensuring that your call center employees are equipped with the skills and knowledge they need to provide excellent customer service. Give your agents clear guidelines and expectations, and provide them with the information they need to solve customers’ problems and answer questions. This will help them respond to customer inquiries quickly and effectively, resulting in satisfied customers.
Promote self-monitoring and encourage collaboration
Promoting self-monitoring and encouraging collaboration are essential components of a successful QA strategy. Self-monitoring allows employees to become more aware of their own performance and identify areas for improvement. Encouraging collaboration between team members can help create an environment where everyone is working together to improve customer service.
One way to promote self-monitoring is by providing employees with access to recordings of their calls. This allows them to review their own performance and identify areas for improvement. Additionally, providing employees with access to customer feedback can help them understand how they are performing in the eyes of customers.
In addition to self-monitoring, collaboration between team members is essential for successful QA audits. Encouraging team members to share best practices and provide constructive feedback can help create an environment of continuous improvement.
Finally, it is important to monitor all customer support channels in order to ensure that customers are receiving consistent service across all channels. This includes monitoring phone calls, emails, chat conversations, and social media interactions. By monitoring all customer support channels, you can ensure that customers are receiving the same level of service regardless of which channel they use.
Share real-time statistics with your team
Real-time statistics are an invaluable tool for teams to stay informed and up-to-date on their progress. By sharing real-time statistics, teams can quickly identify areas of improvement and take action to address any issues that arise.
One way to share real-time statistics with your team is through a dashboard. Tethr also allows you to send emailed dashboard reports to anyone in your organization, even if they aren’t a Tethr user.
Want to see how Tethr can automate your QA? Get a guide to automating QA here.