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5 Ways to Optimize Your

Quality Program in 2015

Barry Knack

Uptivity, an inContact Company

How leading contact centers are optimizing their quality programs.

Agenda

• The Role of QM is Expanding

• What it Means for You

• Five Ways to Optimize Your Quality Program– Coaching

– Calibration

– Reporting

– Call Evaluation

– Back-Office Processes

• Q&A

The Role of QM is Expanding

• QM has evolved over the years

• Monitoring and assessing individual

agents was once the main focus

• Today, QM is focused on the entire

business – not just specific agents

What it Means for You

• Total visibility into the connection between customer interaction and business performance

• Comprehensive monitoring and analytics –not just a handful of select call recordings

• Stronger coaching and calibration programs

• Root cause analysis into customer and employee behaviors

5 Ways to Optimize

Your Quality Program

1. Focus coaching efforts on the

most important business goals

Coaching

• Coach to desired results

• Imperative that Supervisors/QA/Leads are

coaching to the results delivered from

analytics and QM reporting

• Measure your effectiveness

2. Be deliberate about your

calibration process

Calibration

• Core Components

– QA form design

• Checklist and subjective questions

• Rate all interaction components

• Plan what is common and what is tailored

– Quality standards definition

• Reference guide for all QA form components

• Ensure all question on form are clearly defined

Calibration

• Key personnel

– Ownership of the process

– Calibration session frequency

– Selection of contacts

• Measuring for effectiveness

3. Build reports with goals in mind

Reporting

• Measure and report on activities that

impact business goals

• Combine quality and VoC reports

– Don’t rely on quality reports alone – consider

VoC data as well

– Link survey results to the quality process

4. Include speech analytics in your

call evaluation

Call Evaluation

Very effective73%

Effective27%

• Effectiveness of analytics for quality

monitoring

Source: ContactBabel's The US Contact Center Decision-Makers’ Guide 2014

Call Evaluation

• A recording-only approach isn’t enough

• Leverage speech analytics

– Focus on phrases that raise “red flags”

– Identify calls that don’t follow the desired flow

• Review those calls with problem areas

– Get insights into the customer experience

– See where process fixes are needed

5. Extend QM data to back-office

operations

Back-Office Processes

• There is more to your QM data than meets

the eye

• Measuring the right behaviors can

improve:

– Recruiting

– Training

– Retention

• Let’s focus on one possible application

Back-Office Processes

• Using QM data to recruit more efficiently

– Comparing Soft Skill and Customer

Satisfaction (CSAT) Scores can reveal most

impactful traits to increase satisfaction

– EXAMPLE: Active Listening vs. Enthusiastic

Tone

– Identify traits that show a positive correlation

to CSAT and focus on those traits during the

recruiting process

Q&A

Thank You

• Proven WFO solutions

• Unparalleled customer

satisfaction

• Visit us online at

www.uptivity.com

• Schedule a

personalized demo at

www.uptivity.com/demo

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