When you run a contact center, you want to ensure your customers are getting the best help possible and end every call satisfied. At the same time, you need to ensure agents are properly equipped to handle any questions or challenges that come their way and feel empowered to do their jobs well.
This is what makes quality assurance (QA) so essential. Good QA processes can ensure that agents can provide excellent customer service, as well as keep an eye out for potential issues as they appear.
However, there are still many challenges that contact center managers face when trying to implement truly effective QA. New and developing technology, such as the AI-powered Auto QM from MiaRec, has made it possible to overcome many of these obstacles, so let’s look at some of the top challenges of quality assurance and how to overcome them.
1. Limited Visibility
One of the first major challenges for QA in any contact center is the lack of visibility into their calls. Yes, contact centers typically record all their calls for quality assurance, but how many can managers really review?
In a typical contact center, managers can only review around one to five percent of calls. That does not provide a proper overview of the contact center’s performance, and even hiring more supervisors will only increase it by another small percentage.
Additionally, when supervisors do review calls, their reviews are prone to human error and biases. It can be difficult to get a truly impartial review of any customer interaction.
So, if no human supervisor can possibly review 100 percent of calls, and their reviews may be biased, what’s the solution? The key is to use AI-powered quality assurance technology that can quickly analyze every call, using Natural Language Processing to understand the conversation and accurately score them based on predetermined criteria.
2. Underutilized Data
Contact centers are a treasure trove of information that can provide valuable insights into performance, customer satisfaction, trends, and potential problems to address. However, all that information is scattered across hundreds of conversations and can be difficult to leverage.