3 Ways QA Can Revolutionize Contact Centres Related Articles Call Centre Quality Assurance: How to Create an Excellent QA Programme How to Create a QA Framework for Your Call Centre Why QA Is the Call Centre C-Suite’s Secret Weapon How Do You Measure the Productivity of QA Auditors? © MMD Creative - Shutterstock - 2342709443 Filed under - Industry Insights, EvaluAgent, Quality In the fast-paced, ever-evolving world of customer service, we’ve all come to realize the immense power a single interaction can hold. In this digital age, customers are more informed, more vocal, and have a wider platform to share their experiences. A single tweet or online review can significantly impact business. Now, let’s dive into the world of Quality Assurance (QA). It’s a term we’re all familiar with, but let’s be honest, it’s often seen as a necessary evil rather than a strategic asset. Traditional QA methods can be a drain on resources, with hours spent on administration and technology that often falls short of our needs. But what if I told you there’s a smarter, more efficient approach to QA that combines the best of analytics, auto scoring, and traditional methods? Unlocking the Power of Quality Assurance Balancing customer and business needs is a tightrope we walk daily in QA. We strive to make our customers feel valued and heard, but we also need to ensure our agents are following the correct processes and protocols. It’s a delicate dance, but when done right, it can lead to a harmonious relationship between customer satisfaction and business efficiency. Here are three ways you can manage that balance, ensuring a great employee and customer experience alike. AI’s Helping Hand Enter Artificial Intelligence (AI). It’s not just a buzzword, it’s a game-changer. By integrating AI into our QA workflows, we can increase conversation coverage to a staggering 100% across every channel. That means no conversation goes unchecked, and we can uncover issues and fix them faster than ever before. It’s like having a super-powered magnifying glass that leaves no stone unturned. This is less about replacement, and all about augmentation – AI frees up time, allowing teams to focus on the human element of the task at hand. Happy Agents = Better Business But let’s not forget about our agents. They’re not just passive participants in QA. In fact, they’re the heart and soul of our operation. By giving agents a voice in QA, involving them in scorecard development and calibration sessions, we empower them to provide high-quality service. An empowered agent is a happy agent, and a happy agent leads to increased morale, productivity, and retention. Win-win! Every Day’s a School Day Feedback, coaching, and learning and development are also crucial elements of a successful QA program. By delivering real-time feedback and evaluation results to agents, they can take action on the very next contact. Plus, with the help of technology, we can detect dips in performance and automatically deploy specific training content for the agent to complete. It’s like having a personal trainer for each agent, helping them to continuously improve and excel. A Focus on QA Pays Dividends The journey of QA has been a long one, evolving from humble spreadsheets to dedicated QA software, and now to utilizing analytics and Auto QA. And with advancements in generative AI, this transition has become smoother than ever. Historically, we’ve been driving a reliable car, and now we’ve been handed the keys to a high-performance super car. Quality Assurance is mission-critical for ambitious businesses. It leads to increased customer satisfaction, brand loyalty, and compliance with industry regulations and standards. Plus, it helps us avoid penalties, reduce risk, and ensure long-term sustainability. It’s not just about avoiding the pitfalls, it’s about striving to provide the very best experience in a landscape where the customer demands it. So, let’s embrace the power of Quality Assurance and revolutionize the way we do business in our contact centres. After all, our customers want nothing but the best, and it’s up to us to deliver it. This blog post has been re-published by kind permission of EvaluAgent – View the Original Article For more information about EvaluAgent - visit the EvaluAgent Website About EvaluAgent EvaluAgent provide software and services that help contact centres engage and motivate their staff to deliver great customer experiences. Read other posts by EvaluAgent Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: EvaluAgent Published On: 21st Nov 2023 Read more about - Industry Insights, EvaluAgent, Quality Recommended Articles Call Centre Quality Assurance: How to Create an Excellent QA Programme How to Create a QA Framework for Your Call Centre Why QA Is the Call Centre C-Suite’s Secret Weapon How Do You Measure the Productivity of QA Auditors? Related Reports White Paper: Voice in a Multichannel World White Paper: Artificial Intelligence - Its Place in the Contact Center White Paper: Consumer Duty Compliance Through Effective QA Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter