The 3 MOST essential call center quality assurance strategies for 2022
December 20, 2021
The new year is closing on us quickly! If you’re looking to breathe new life into your call center quality assurance processes in 2022, look no further. We’ve worked with visionary QA leaders at a wide range of forward-thinking companies over the past few years, and we’ve seen the good, the bad, and the ugly in QA. (Looking for what to avoid? Check out this post. 😬)
We’ve compiled a few of our favorite strategies below. If you’re looking to make a real difference in call center quality assurance this year, read on!
Invest in machine learning-based call monitoring
The first big step to take in 2022 is investing in machine learning for the contact center. In traditional call center quality assurance, you may struggle to pull insights out of a limited sample size–like, say, 3-4 calls out of 100. With a conversational intelligence tool powered by machine learning, a whole new world of 100% comprehensive call monitoring opens up. Gone are the days where a few cherry-picked results can form the bulk of a call center quality assurance strategy!
Make coaching methods more effective
Ever wished you could coach only on the behaviors that would actually impact your revenue at the end of the day? With the aforementioned machine learning tools, now you can. Improve coaching methods and increase effectiveness and accuracy by observing which agent behaviors lead to the lowest-effort calls (or the highest conversion rates). Then, coach all your agents on just those behaviors.
Give customer experience (CX) a seat at the table
Leading research states indicates that the customer experience should be given high emphasis on your call center quality assurance scorecards. Our research suggests that at least 30% of the scorecard should be devoted to CX ratings. The reason for this is simple: Most customers who’ve had a difficult experience are unlikely to repurchase and very likely to spread negative word of mouth. As such, it’s absolutely critical to put CX metrics on your scorecards.
Our research suggests that at least 30% of the scorecard should be devoted to CX ratings.
The MOST effective call center quality assurance strategy in 2022 is…
We can’t lie: The best way to improve your QA process in 2022 is to invest in a conversational intelligence tool. All the above strategies rely on the cutting-edge technology provided by call recording, monitoring, and analyzing tools.