Contact center leaders know that their quality management (QM) programs are critical to customer experience (CX) and driving a connection between contact center performance and delivering business value. Yet it’s all too easy to settle into the status quo with your quality management program. QM can’t be looked at like risk mitigation—just helping to identify and mitigate bad customer experiences. Good QM should drive continuous improvement on virtually every facet of contact center performance—and a great QM program is often the building blocks for the best contact centers and brand experiences.
How can you elevate your QM program—to go from good to great? This blog will cover 12 strategies for driving quality in your contact center.
It wasn’t that long ago that contact centers were viewed simply as a pressure-release valve. As businesses have increasingly shifted to viewing the contact center as a value driver, rather than a cost center, more have implemented quality programs aimed at maintaining and enhancing service and experience levels. In many cases, organizations have grown their QM programs slowly, through ad hoc demands, without ever stepping back to assess them from a broad and strategic perspective. Here are the core elements every QM program needs to be successful:
Putting the essentials in place is no easy task. Moreover, every contact center should regularly reevaluate the fundamentals of their quality program to ensure the quality machine is functioning as intended. But beyond these fundamentals, what sets the leading QM teams and the best-in-class brand experiences apart? Here’s what top quality programs do differently:
More mature quality programs move their focus toward more experience-based QM evaluations. They incorporate forms around customer satisfaction, customer sentiment, and even agent engagement – because there’s an overwhelmingly clear connection between employee experience (EX) and customer experience (CX). Calabrio makes it easy to implement experience-based QM, with pre-built forms that are both out-of-the-box ready and easily customizable.
But quality leaders are bringing customer feedback directly into the quality management to identify and address customer concerns in real time. For example, Calabrio customers can easily integrate voice of the customer (VoC) feedback within quality evaluations and forms, such as correlating post-call customer surveys to QM forms.
CX leaders are building their quality programs around this omnichannel reality, focusing on technology integration to enhance quality monitoring. Many Calabrio customers leverage the Calabrio ONE platform to get 360° customer visibility across every channel, easily tracking a customer interaction as they move from channel to channel. This omnichannel monitoring ensure quality metrics are combined and/or correlated for the same customer and the same issue. This enables quality leaders to see the progression of the CX, recognize potential problem spots in the journey, and ultimately help deliver the frictionless experience that customers demand now.
Top contact centers solving this problem with advanced analytics that help them “machine the intuition” of their best quality managers. For example, Calabrio Analytics uses next-gen speech and sentiment analytics to go beyond basic key phrases and understand speech patterns and both customer and agent sentiment—for every single interaction. These nuanced insights help quality managers flag calls for detailed review (i.e., ones with negative customer sentiment, or certain customer/agent phrases, etc.). Calabrio’s desktop analytics gives quality managers an unprecedented ability to correlate what’s going on in the call with what the agent is doing on their screen—so they can recognize issues with specific apps, systems, or workflows, and help to create and teach best practices for efficiency.
This AI-powered predictive scoring is already part of Calabrio Quality Management and Analytics. Predictive scoring takes a base set of manual evaluations to begin learning—and just keeps getting smarter (more accurate, consistent and reliable) over time. Calabrio predictive scoring includes around 80 different data points, including all of the aforementioned advanced speech, sentiment and desktop analytics insights that uncover the critical nuance of an interaction. Predictive scoring can fuel QM dashboards, driving alerts to review low-scoring (and high-scoring) interactions. This AI-enabled approach to QM delivers broad CX insights to guide high-level strategy, while helping to focus the attention of QM staff where it matters most.
Leading QM teams are enabling a truly real-time agent feedback loop. For example, top Calabrio customers are leveraging Calabrio ONE’s integrated analytics and automated evaluation capabilities to populate agent dashboards with real-time performance and quality metrics. Calabrio ONE helps to empower agents to take control of their performance, providing agent performance benchmarking, gamification, and intelligent performance coaching to motivate and guide agent self-improvement. These leading QM teams are recognizing that it’s often as simple as showing agents how they’re doing, how they compare, and where they could improve. The key is having the technology to deliver those insights right when they’re most engaging and useful.
Top contact centers are developing performance coaching programs that focus on training the trainers. These programs leverage many of the same tools and technologies to create evaluations, metrics and dashboards that investigate training and coaching effectiveness. Is training driving agent improvement? Are there gaps in training effectiveness? Do agents respond better to certain types of coaching sessions? And just as with agent evaluations, where can you provide targeted training to specific coaches to make them more effective?
The most successful QM programs integrate forms and evaluations that measure aspects of employee engagement and satisfaction. This helps to identify quality and agent performance issues that may stem from agents feeling unengaged, unsupported, or unsatisfied with their jobs in some way. Rather than spending time and resources trying to provide training that addresses skill gaps, quality leaders can recognize EX as the root of the problem and target their efforts accordingly to build a more engaged workforce.
It can feel daunting to look at the list above and recognize everything your quality program is not doing. But it can also be empowering and exciting to reframe that list as tremendous potential for improvement. The key is not getting overwhelmed or trying to tackle too much at once. The operating mission of a good quality program should be continuous improvement. Top QM teams take the same approach to modernizing their quality programs and bringing in new tech-enabled capabilities.
This requires starting with a solid foundation of change management best practices. Leveling up your quality management program cannot be viewed in all-or-nothing terms. Instead, you should attack your opportunities for improvement in small steps—with a commitment to steady effort to elevate your QM program with new tools and technologies that give you broader visibility, deeper insights, and ultimately empower, inspire and guide your people to be the best they can be.
Elevate Your Quality Management Program with Calabrio’s Best in Class QM Tools