Is It Time to Eliminate Spreadsheets for Quality Assurance?


Dick Bourke encourages contact centres to eliminate their spreadsheets and create accurate call centre quality assurance (QA) reports.

Pulling data from various sources, relying on manual inputs and formula creation only serves to increase the margin of error. Time is spent – and wasted – on checking data sources, copying and pasting, cloning, and debugging. Spreadsheets can be inefficient and offer very little value to call centre quality management, let alone supporting accuracy, increased customer satisfaction and growth.

There is a better way. Imagine viewing essential key data points from an easy-to-read, at-a-glance dashboard that is not only customisable but at once exportable and shareable with key stakeholders.

Using a QA Measurement and Reporting Tool

Quality tools like Scorebuddy ramp up your call centre’s efficiency and quality with the following benefits:

  • One, easy-to-access analytics dashboard: Share and export data with managers or colleagues.
  • Customisable data points and timeframes: View your data by year-over-year, month-over-month, or however you prefer to identify call centre trends.
  • Real-time analysis: No need to run reports or wait for data to collate. Get what you need, when you need it.

Also, using Scorebuddy as an example, its analytics dashboard takes the guesswork out of reporting, so that you can immediately identify your successes and opportunities.

If You Want to Attend Quality Meetings, Do This

There are few things worse in the world of call centre management than wasteful meetings that take time away from execution.

Good news – if you have accurate reports, you can lessen, or perhaps even eliminate, some of these wasteful discussions.

With an automated dashboard that accurately reports data, you can save time by following these steps:

1. Send Automated Reports Automatically to Call Centre Leaders

No more presenting or talking managers through lengthy spreadsheets with numbers that may or may not add up. Set and forget your monthly or weekly reporting to arrive in your manager’s inbox.

2. Present With Confidence

If you do present, you may do so with quality data, pre-built, colour-coded charts that cover a variety of cross-departmental metrics. Because the data is presentable and customisable as needed, presentations take little time to prepare. This way you and your team can focus on what matters most to the bottom line — including presenting results to senior management.

3. Run Through the Data in Real Time

If you get a question during your presentation, run the data right then and there. Quickly filter for what is being asked. Better yet, grant access to leaders who want it, and empower them to customise the data they prefer to view when they want to view it.

Stick to what matters most and keep meeting time productive and insightful. Focus on building the business, not on looking at outdated spreadsheets with what is likely inaccurate data. 

Bottom Line

Dick Bourke

Dick Bourke

Accurate, real-time data leads to more efficient meetings. A call centre work environment with less time spent on producing analysis and even worse, talking about analysis, is far more likely to be successful.

It is not that measuring data is not important. It is, in fact, crucial. And it is because it is so essential that it must be streamlined in a way that is most productive. 

This data and the decision-making that follows its analysis directly impacts leaders, managers, agents, customers, and clients, not to mention overall revenue. It is not to be taken lightly. Our recommendation: automate to get it right.

This blog post has been re-published by kind permission of Scorebuddy– View the original post

To find out more about Scorebuddy, visit: scorebuddyqa.com

Published On: 2nd Mar 2018 - Last modified: 6th Mar 2018
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