Use a Call Center Management Portal for Quality Assurance Evaluations
August 9, 2017
At the heart of every call center is a heart that beats with the imperative for quality: Quality service provided by quality agents to drive quality interactions and produce quality outcomes. Everyone talks quality. Everyone wants quality. But how can you know if quality actually happens?
The solution is agent quality assurance evaluations or QA for short. Agent QA evaluations take a strategic look at a periodic sample of agent calls to score them against a standard. When consistently conducted on a regular basis, the result is a quality assessment for each agent, as well as an aggregate for the entire call center. Now call center quality becomes quantifiable, trackable, and reportable.
Implementing a sustainable QA strategy, however, presents challenges, from accessing call recordings, using the scoring tool, managing results, and generating reports. This process often requires a mishmash of data sources and tools, which makes the straightforward goal of QA evaluations, anything but straightforward.
Fortunately, a call center management portal can provide all the data sources and tools in one easy-to-use dashboard, with everything integrated and aligned. This allows call center QA managers to spend more time conducting evaluations and less time bogged down with the various tools and complexities needed to do their job.
When using a comprehensive call center management portal to conduct agent quality assurance evaluations, managers have the simplicity of a one-stop interface to do their work.
Perform QA Evaluations: With a call center management portal, the otherwise arduous work of performing QA evaluations is streamlined. From one console, QA managers can access call recordings with ease. With the click of a button, an integrated call-scoring tool allows them to rate the call against their call center’s standard of expectations. Then, with the results of the evaluation completed, the QA manager can quickly move on to the next call for the next agent.
Review QA Evaluations: Conducting the QA evaluations stands as the first step in a comprehensive QA program. Next comes reviewing agent results, both from a management prospective and for agent education. An evaluation conducted without circling back to the agent for coaching and affirmation results in an incomplete process and a job only half done. Agent reporting is essential.
In addition, the portal makes it easy to merge the QA results for individual agents to produce a unified report. The final piece is aggregated reports to look at the composite results for multiple agents to produce an integrated summary for a particular day, shift, or the entire operation.
Follow Agent Evaluations: An agent QA evaluation provides a snapshot of agent quality for that one point in time. Looking at a series of QA evaluations for one specific agent allows for trend analysis. Is the agent improving? Remaining consistent? Or slipping? Consider individual agent results over a span of time to produce a better understanding of agent quality, as well as the trajectory of their work.
While this is all doable without a call center management portal, it results in a time-consuming, labor-intensive process. A call center management portal speeds agent QA results and empowers ongoing improvement.
Call Center Sales Pro showed their call center management portal, CCSP Fuzion Portal, at this year’s NAEO conference. Contact them if you missed the demo or to learn more.
Janet Livingston is the president of Call Center Sales Pro, a premier contact center consultancy that offers telephone answering services their exclusive CCSP Fuzion Portal, the next-gen portal for actionable analytics. Contact Janet at firstname.lastname@example.org or 800-901-7706 to learn more.
Peter Lyle DeHaan is a freelance writer from Southwest Michigan.
Use an Answering Service to Cover Sick Days
Unlike a vacation, which employees schedule in advance, no one plans a sick day—or at least most people don’t. In most cases a sick day is not a p...
What Is a Call Center?
If your business operates outside the call center industry, you may have trouble answering this question of “What is a call center?” But it’s an...
Implement an Agent Development Program
Call center agents, your public-facing staff, are key to your call center’s effectiveness and fuel the success of the overall organization. Successf...
Agent Success Starts With Great Training
In the call center arena, your frontline people are key to success. This starts on day one of their employment in their initial training. Here are som...
How Not to Sell Your Telephone Answering Service
There are some commonsense steps to take when selling your telephone answering service, just as there are when selling anything. Common key elements i...
Why You Should Consolidate Siloed Call Centers
It’s likely your hospital system has at least one call center, a centralized place that handles calls. This may be for a department, a building, the...
Use an Answering Service to Schedule Appointments
Some businesses and professionals live or die by the number of appointments they have each day. For them, an appointment is a billable moment. A full ...
Use an Answering Service to Cover Staff Meetings
It’s a dilemma. You want all of your staff to attend your staff meetings, but that leaves no one left to answer the phone when it rings. After all, ...