Am I Leading Right? Effective Leadership in a Multigenerational, Multi-Cultural Workforce

Quality Assurance out with the old in with the newCCMG 25 July 2016Presented by: Naseema Moorgas

Quality AssuranceBiography: Naseema Moorgas

Spent over 25 years in the Customer Service Industry13 of those years in the Contact Centre environment; a tumultuous experience like no other in the vibrant Eskom Contact Centre community

Passionate about quality management and people development

Couple of my proudest moments: Received an award for the National Contact Centre Manager of the year from SACCOM (South African Contact Centre Community/(BPESA). A member of the Eskom team who received an international award for Workforce Management.

Taking the giant step and giving birth to: Inc. QM Consulting

Last, but not least: proud member of CCMG Advisory Board

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Presentation will be a broad brush Theme looking into the QA Journey

Moving on from Traditional QAToNew Generation QA with all its Bells and Whistles

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Limitations of Traditional Quality Assurance

Traditional Contact Centre QA has reached the end of a good long life. Traditionally: QA involved random selection of recorded callsPeriodically evaluate and score a small number of calls for each agent. Objective: is to confirm that agents exhibit desirable behaviours, viz. did you say Yes Sir, No Sir, 3 Bags full SirNo deviating from prescribed internal rules, scripts and policies

Quality AssuranceYour Path To Excellence - Quality Assurance To Effectively Monitor Contact Centre Operations

Challenges in making the right choice of QA SystemStrategies used in choosing the correct assessment standards and measurement tools to ensure accurate resultsOne size does not fit all Customising assessment procedures for your Contact Centre operations and sizeBalancing Customer Experience and financial objectives by identifying improvement metrics to drive success

New World versus Third World????

Quality AssuranceSearch markets for an appropriate Quality Assessment ToolTake into consideration- YOUR Organisations needsDo you have a blended Contact Centre?Can the Vendor arrange a visit to a centre successfully using the system?

FORM design is crucial to:Identify correct KPAs and KPIs i.e. WHAT do you want to measure

IMPORTANT: You need to take cognizance of your CUSTOMER BASE

IDENTIFY: What do you want to achieve??Improved Customer SatisfactionImprove Customer RetentionIncrease Sales

Quality AssuranceCustomizable Reports and To-Do Lists : Dashboards for ease of referenceAutomated Scheduling of the Right Calls for Evaluation Easy-to-Use Evaluation Form Building and Scoring Ability to Add Coaching and Alerts to QA Forms Ability for Agent to Feedback and Dispute Mechanisms Agents can be a great source of business and customer satisfaction insights Automatically Share Results with Agents and Supervisors Top Quality Assurance System Must-Have Capabilities

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What is Desktop Screen Analytics?Screen analytics introduces automated call categorization and prioritization according to each calls business value

You can pull information directly from your screens, and tag into recordings e.g.Customer ID Number/Case ID Number/Account ID/Sales order value

So What does this do for QA?Data is inputted into the Business Rules Engine and can be used to e.g. :Determine selection criteria for quality monitoring, selection of the most appropriate evaluation form

Can select specific types of contacts for monitoring e.g. :monitor calls with a high number of holds or longer hold time calls with a high number of transfers

As Desktop Screen Analytics mechanisms gather the data, the new QA system can automatically classify your most important calls so that you can focus your evaluation and analysis efforts on higher-value calls.

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Source: DMG Consulting LLC The new generation of QA goes far beyond internal agent compliance

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Holistic, Improvement-Oriented Contact Centre Quality AssuranceSource: Voice Print International Continuous Control for Improvement of Operations

Quality AssuranceWhat is the key to getting to know more about your customer?

Analysing your customer calls through SPEECH ANALYTICSCustomer Call recordings can tell you about your levels of:customer satisfactioncustomer churnservice issuesagent performance and campaign effectiveness

This wealth of information can help you:Enhance contact centre performancew.r.t. reducing agent handle time and repeat calls.Discover customerinsightsinto satisfaction, marketing campaigns.Reduce customer churn: analyse root cause and early prediction of at-risk customers.Improve quality monitoringby reviewing large samples and specific call types.Provide targeted coachingto agents by analysing their relative performance.

Quality AssuranceIs Desktop Analytics the Holy Grail for Quality Assurance?

This could be a double-edged sword if not used effectively.You have to go beyond generating beautiful, insightful reports with trends for senior managementYou have to manage the information to enable better performance results, methodology to close poor performance areas etc.You need to employ/train an Analyst to manage this new phenomenon of your business

In conclusion12

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United Airlines : A Disastrous Customer Experience

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Thank you

Presentation for the CCMG event 25 July 2016

Naseema MoorgasInc. Q M Consultingmoorgasnaseema@gmail.comMobile: 084 656 7867