7 Ways to improve Quality

7 Ways to improve Quality1. Focus on outcomes and behaviors not productivity2. Understand what why and how you measure quality3. Calibration is key to consistency and trust4. Make that connection between quality and coaching5. Collaborate and share with your agents, make them part

of your framework6. Root causes will point the way to meaningful change7. Use Customer Sentiment to help calibrate and bridge the

gap

What is a Framework

• A system of tools and processes designed to manage and improve the quality of Customer Interactions

• Designed with the customer’s needs at the forefront

• Collaborate and share with agents, make them part of your framework

• Trapping root causes will point the way to meaningful change

• Use Customer Sentiment to help calibrate and bridge the QA gap

The Contact Center QA Framework™ (QAF)

• Each contact center fits into, transitions through, or overlaps across three distinct stages of development.

• Moving through these stages signifies a natural evolution

• Knowing which stage or stages your business is working through will help inform smart decision-making for growth.

OPERATIONAL QA

Framework

• The nuts and bolts of the evaluation process and workflows

• Based upon short term decisions and actions involving the day-to-day operational issues

• Is a deterrent

• Typically employing spreadsheets

Goals

• Maintain consistent service delivery

• Identify poor performers

• Measure adherence to process and procedure

• Track agent development

OPERATIONAL QA

TACTICAL QA

Framework

• Address the business’ medium term goals

• Tailored by channel, business or back office

• Tend to be changeable

• Impact: Improved client retention, reduced staff churn, etc.

• Employs dedicated QA platform

Goals

• Improved client retention

• Reduced staff churn

• Identify knowledge gaps

• Identify root causes of poor service

• Reporting on trends

• Align tightly with business goals

STRATEGIC QA

Framework

• Involves departures from previous practices and procedures

• Influences the whole or a major parts of the business

• Contributes directly to the achievement of strategic goals

• long-term implications

• They are understood at the highest management levels

Goals

• Improve NPS

• Exceed customer expectations

• Increase customer loyalty

• Use QA as a differentiator

• Improve the propensity to purchase and return

In what stage of the QA Framework are we?

The assessment is here: https://blog.scorebuddyqa.com/us/defining-the-operational-call-center-qa-framework-blog-2-in-a-series

Driving Quality improvements in the Call Center

Using the right tools can make a big difference

Quality Assessment in the Contact Center

Tip 5. Collaborate and share with your agents, make them part of your framework.

• Stop using spreadsheets

• Use a platform that offers flexibility and transparency

• Review and modify your framework and priorities as the behaviors

and business changes

• Communicate with and coach agents through the platform

• Allow for challenges and calibration

5. Collaborate and share with your agents, make them part of your framework.

Tip 6. Identifying root causes will point the way to meaningful change

Goal: Understand the underlying causes of poor and excellent customer interactions

• Product Knowledge gaps that need to be closed

• Agent Skill Gaps that need coaching

• Authority and permissions: Do agents have the authority to service the customer?

• Broken or inefficient processes

• Desktop tool failures supporting the agent (not fit for purpose or poorly deployed)

• Environmental negatives (low res screens, poorly lit rooms, poor ergonomics)

6. Identifying root causes will point the way to meaningful change

Example # 1 Root Causes

1.Left inadequate Notes2.Incorrect information3.Didn’t set expectation4.Over Promised

Example # 2 Root Causes

1. Failed to follow process2. Inadequate Notes3. Could have been

completed via Self service4. Inaccurate Information

Tip 7. Use CSAT scores to help calibrate and bridge the QA gap

Using technology to drive quality improvements

7. Use CSAT scores to help calibrate and bridge the QA gap

7. Use CSAT scores to help calibrate and bridge the QA gap

Goal: Align internal scoring with CSAT scores

• Gathering CSAT scores and comments will inform your

scorecard design

• Review comments and categorize as positive and negative

• Identify what customers rate as important

• Revise the weightings and communicate to your agents

7. Use CSAT scores to help calibrate and bridge the QA gap

Alternative approach

• Agent Self Scoring led to self awareness

• Self scoring needs to be sold to leadership

• 4-5 point improvement in NPS

• Data leads to ‘enhanced’ conversations with CSRs

External Scores v Internal Scores

• Collect transactional NPS scores and comments

• Carry out post interaction surveys

• Attribute NPS/CSAT scores to Supervisors, Teams and Groups

• Understand the QA gap and the root causes

• Interpret and review Survey comments

Scorebuddy Case Study

Case study

• Leading US HR and Payroll solution provider with 500 CSRs servicing 200,000 Small and Medium size businesses

• Contact center quality is managed from the top down

• They had outgrown their own internal systems and were eager to find a platform that could provide flexibility and automation. Borrowing much of their approach from CEB’s Effortless Customer Experience™,

Case study…..

• Data driven change

• QA Analytics are being used to:• Establish and operationalize their strategy for creating customer centric

quality in the contact center using their internal QA framework;

• Determine which agents are underperforming so that the right coaching and development interventions can be applied at the right time;

• Determine the need for regular incumbent retraining;

• Strategically improve NPS scores and overall customer satisfaction.

7 Ways to improve Quality1. Focus on outcomes and behaviors not productivity2. Understand what why and how you measure quality3. Calibration is key to consistency and trust4. Make that connection between quality and coaching5. Collaborate and share with your agents, make them part

of your framework6. Root causes will point the way to meaningful change7. Use Customer Sentiment to help calibrate and bridge the

gap

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