Jim Iyoob is Chief Customer Officer for Etech Global Services. Jim has 20+ years of contact center outsourcing experience in inbound, outbound, chat and social media operations, and is a respected speaker, author and subject-matter expert for call center solutions.

6 Smart Strategies to Enhance Call Center Quality Assurance


Best-practice organizations place substantial emphasis on providing frequent and extensive call center training for their front-line employees. Typically, new agents receive a lot of formal direct training, followed by continuing education through a variety of methods and courses. A significant component of achieving workforce optimization is call center quality analytics to provide training and coaching to agents for skill set enhancement and self-esteem improvement. The top six smart strategies to enhance call center quality assurance include:

Use speech analytics for auto-scoring. Setting up agent conformance category buckets in the QA forms of speech analytics software helps automate call monitoring within a traditional QA process. Some phrases include a proper greeting, call recording disclaimer, verifying first and last name, expressing empathy, and proper closing. While speech analytic tools are not 100 percent accurate, they can still provide an approximate score of the percentage of calls where agents or customers skipped the phrases.

Automate QA productivity. Classifying calls using speech analytics tools and metadata are two pieces to the overall QA puzzle. However, the fundamental logic behind the QA process is the ability to take a broad range of spontaneous actions based on the screening, call, and QA data collected. The data can help define selection criteria for quality monitoring, identify the most relevant evaluation form, or trigger management notifications when monitoring processes are out of alignment.

Enhance calibration sessions. If various people monitor calls and conduct evaluations, it is crucial to schedule periodic calibration meetings to narrow the variations on defining, interpreting, and rating agents’ soft skills. The goals are agreeing on what constitutes customer satisfaction, listening skills, empathy, accuracy, courtesy, and other subjective attributes. Otherwise, agents will object to variable ratings from different people.

Use speech analytics to discover higher value calls. On the average, inbound agents handle approximately 1,200 calls per month. To monitor each agent’s performance based on QA evaluations accurately, managers would have to select nearly 350 calls per agent per month randomly and evaluate each one objectively, which is practically impossible. It is better to look for coaching opportunities.

Parallel quality scores with training. Actively participating in the evaluation process enables agents to focus their attention on critical parts of their calls, internalize the QA criteria, and feel ownership in the program. They can take part in call selection, direct scoring, or solicit their inputs for effective QA rating procedures.

Accelerate feedback to agents. The purpose of a quality assurance program is ultimately improving the agents and overall contact center performance. Timely feedback of call monitoring and evaluations to representatives is one method for decreasing the amount of time that elapses between identification of knowledge gaps and bridging them. Most agents want to help the customers and exceed their performance and quality goals. Expediting feedback empowers them to reach their objectives quickly.

Enhancing agents’ performance is one of the biggest challenges for call center quality assurance managers. Deploying call center quality analytics enables managers to improve the overall call center performance by improving productivity, boosting customer experiences, and maintaining compliance and quality standards.

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