There is no shortage of tools on the market that can help drive new QM efficiencies into the call center. But without the right strategy and a deep understanding of the business goals to be served by the program, these tools will often fall short of their intended objectives. Before a call center can achieve the QM program it envisions, it is important to first assess existing call center QM practices—taking careful note of the specific areas where it is excelling and where room for improvement still exists.
Here are some of the largest challenges that quality management specialists face within a call center, based on interactions collected from customer outreach.
This only happens if you haven’t done your homework and due diligence when putting together your quality program. If you are thinking of the customer first when building out your quality program and pulling in the right business units and stakeholders, this shouldn’t be a challenge—especially in today’s world where customer experience is so important.
With so much data being generated from many different systems, it can be overwhelming. Sometimes contact centres gather data from many different systems due to structural issues or because organisational growth has resulted in multiple systems. Often times, these systems are siloed and don’t talk to each other, forcing the analyst to manually compile the information.
It’s important to have consistency in how you monitor your agents. It’s also important to remember that quality isn’t a one-and-done process. A Quality Assurance (QA) team should continually evaluate the program and make changes when appropriate.
The simple fact is that most companies aren’t assessing enough of their calls for quality. In fact, most contact centres only evaluate 1-2% of the calls they receive—not nearly enough to give them a clear understanding of the breadth of challenges their professionals face.
Supervisors and managers know that consistent coaching has a direct impact on agent performance. Coaching and training are key to ensuring that agents stay motivated and engaged. Yet finding the time to proactively coach and train agents—while juggling all the normal day-to-day duties—is a challenge for most contact centers.
With the right tools in place—each one serving the overall QM strategy—call centres are empowered to deliver unparalleled support to customers in every interaction. Learn more about how to strengthen your quality management processes.