For decades, contact centres have relied on “quality assurance” (QA) and “quality management” (QM) tools as a foundational strategy for improving agent performance, compliance, and customer experience.
While countless aspects of the contact centre landscape have evolved in this time, from the rise of omnichannel communication channels to the implementation of AI, QM hasn’t always kept up.
Many businesses and contact centre leaders are still reliant on old, decaying quality scorecards, built on previous assumptions held about customer desires and preferences. Failing to review and update the scorecards means many organisations are giving ineffective feedback and misdirected agent coaching.
What’s worse, these businesses continue to use archaic methods for scoring quality, missing out on exceptional learning opportunities made available by modern technologies.
Fortunately, innovators in the Quality Management space, like MiaRec, are beginning to change the game. Here’s how.
1. Upgrading Evaluation Forms
Scorecards are the central component of a Quality Management ecosystem. As Brian Gocher, Product Evangelist at MiaRec, says:
“Scorecards are an excellent way for contact centres to implement an agent-based CX strategy that helps retain both employees and customers.”
However, when companies fail to review and update them, they end up with disjointed, unreliable insights.
Moreover, businesses too often focus exclusively on old-fashioned scorecard criteria, like how many times the agent says the customer’s name.
As a result, such criteria provides little insights into the sentiment, experience, and effort of the customer.
MiaRec believes in “humanising” the contact centre and quality management strategy with AI-driven tools capable of going behind the scenes in customer conversations. Through tools designed with a focus on natural language processing (NLP), customer research, and sentiment analysis, contact centres can adjust their scorecards and begin to provide a more accurate view of what drives customer experience.
What’s more, the right scorecard will allow companies to think more carefully about how particular criteria connects to their primary goals, from a compliance and strategic perspective. A customisable scorecard will provide businesses with an easier way to evaluate the true impact of each insight and metric.
MiaRec also believes the key to a good scorecard is optimisation. Testing the strategy and conducting “regression analysis” allows businesses to see the correlations between customer satisfaction scores and quality more effectively. MiaRec allows for such analysis, alongside customisable scorecards, which allow each company to build the best insights into their business.
2. Automated QA Reporting for All Customer Conversations
Today’s contact centres are fast-paced, chaotic, and complex environments. Most business leaders, supervisors, and managers don’t have time to sit down and create comprehensive reports manually to ensure they have the clearest possible insight into their business operations. This can make it difficult to maintain an up-to-date view of what is happening in the contact centre.