Statistics reveal that 89 percent of existing and even prospective customers are likely to abandon a company and end up doing business with their competitors due to subpar customer experience. Therefore, the importance of contact center quality assurance cannot be overemphasized. Indeed, organizations need a reliable contact center quality monitoring system, such as Contact Center Quality Assurance Analytics. But what exactly is Contact Center Quality Assurance Analytics and how can you use it to put your customers first and improve the overall quality of their customer experience?
What is Contact Center Quality Assurance (QA) Analytics?
Contact Center Quality Assurance Analytics can be understood as a process that ensures that the actual results of customer experience match the desired outcome. Every contact center that seeks to provide high-quality customer experience must monitor its performance in order to get meaningful insights. This is what Contact Center Quality Assurance Analytics is all about. It takes a variety of tools to collect data from a contact center and analyze it with the intent of establishing the strengths and weaknesses of your organization’s customer experience. As such, Contact Center QA Analytics can go a long way in helping you to come up with ways in which you can start putting your customers first.
How Contact Center Quality Assurance (QA) Analytics Can Help Put Customers First
As mentioned earlier, the quality of a company’s customer experience can go a long way in determining if a customer is going to continue being loyal or not. Studies show that 96 percent of customers believe that the quality of customer experience is important to them. Therefore, there is a strong need to ensure that your customer experience actually puts customers first. Contact Center QA Analytics can help you achieve this in several ways.
Measure Contact Center Customer Experience
Is your customer experience department serving the interests of your customers? To answer this question, you need reliable data from the customers themselves. Part of Contact Center QA Analytics is collecting this data. It will help you compile and analyze data to determine how satisfied your customers are with the solutions provided by your contact center. For instance, Contact Center QA Analytics involves call quality monitoring to determine the satisfaction level of customers calling with concerns about their bill or a recent product they purchased. Data analysis can then be done as often as needed, to supply your customer experience team with adequate information to make relevant improvements based on what the customers want.
Measure Customer Effort
How easy or difficult is it for customers to reach your contact center? If it is too difficult or costly for customers to get in touch with your representatives, you can be sure that a lot of them are going to abandon your company. With Contact Center Quality Assurance Analytics, measuring the customer effort is automated. It will be easier for you to know how long they wait in the queue if they abandon the queue before reaching a team member due to frustrations and even how much money they spend in the process.
Of course, your customers want to put in as little effort as possible to reach a team member. By regularly checking the necessary contact center analytics, you will be in a position to determine how much effort your customers have to make to reach your team. Then you can make the necessary improvements to minimize their effort, such as adjusting your team’s work schedule to reduce the customer’s wait time.
Measure Self Service Displacement Rate
Sometimes, the needs of your customers can be met without the intervention of team members. For example, a customer may only need to know their account balance or confirm delivery. In this case, some level of automation can be integrated to give fast and adequate information, enhancing the overall customer experience. With Contact Center Quality Assurance Analytics, you can measure the self-service displacement rate, also known as the automation rate. If it is lower than desired, you can start thinking of more options for automation. This will go a long way in saving your customer’s time and consequently improve their experience.
Finds the Source of Complaints and Escalations
If your contact center operates over several channels, there’s an even larger scope of helpful information that be collected using Contact Center QA Analytics. Naturally, your goal is to minimize complaints and escalations, but you have to find the source of the problem in order to find the remedy. QA Analytics can help you determine if some channels are receiving more complaints than others by measuring complaints and escalations per channel. With this information, you will be able to plan and implement effective solutions to counteract complaints and escalations.
The Bottom Line
Overall, it is apparent that Contact Center Quality Assurance Analytics is essential when it comes to determining how effective an organization’s customer experience is. It helps with monitoring contact center performance based on information from customers themselves. If you are looking for an effective way that can help you measure and improve the quality of your customer experience by putting your customers first, contact our experts. We can help you get set up with the best of Contact Center Quality Assurance Analytics to take your brand’s customer experience to the next level.