Having worked in the contact center industry for many years, I’ve become very familiar with how important random call sampling is to quality assurance.
It’s a practice that most, if not all, contact center 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 center.
With traditional quality assurance programs, 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 center operations.
The best way to experience a bigger impact to your contact center performance is to supplement your random sampling with a powerful contact center analytics tool such as Calabrio Analytics. Through sophisticated analytics engines and machine learning algorithms, Calabrio Analytics automatically categorizes interactions and can even run Predictive Call Scoring on every customer conversation.
By leveraging analytics technology concurrently with random sampling, contact center leaders can ensure they are keeping up quality standards. Learn more about how analytics is helping organizations improve customer satisfaction.