Having worked in the contact centre industry for many years, I’ve become very familiar with how important random call sampling is to quality assurance.
It’s a practise that most, if not all, contact centre leaders rely on to measure agent performance and ensure quality customer service. Still, it’s also rather limited in what it can tell you about the overall state of your contact centre.
With traditional quality assurance programmes, interactions are selected for review based on certain qualities, such as the longest or shortest call, or—you guessed it—completely at random. Sometimes, a quality evaluator will catch something in a sample, such as an agent going off script, but 99 percent of the time the sample is clean and doesn’t offer insight to improve contact centre operations.
The best way to experience a bigger impact to your contact centre performance is to supplement your random sampling with a powerful contact centre analytics tool such as Calabrio Analytics. Through sophisticated analytics engines and machine learning algorithms, Calabrio Analytics automatically categorises interactions and can even run Predictive Call Scoring on every customer conversation.
By leveraging analytics technology concurrently with random sampling, contact centre leaders can ensure they are keeping up quality standards. Learn more about how analytics is helping organisations improve customer satisfaction.