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Clip art of check list to boost customer experience | How to Use Quality Assurance Monitoring to Boost Customer Experience | Authority Software

How to Use Quality Assurance Monitoring to Boost Your Customer Experience

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It’s not just your imagination—your customer’s expectations for the quality of customer service they receive are at an all-time high. According to the “State of the Connected Customer” report conducted by Salesforce, the modern customer wants more than just quality service. They want proactive service and personalized interactions. The best way to provide quality service is with quality assurance monitoring.

You might have established rigorous customer care standards and training procedures at your contact center. Still, they don’t do you or your customers any good unless they’re being put into practice. Quality assurance monitoring helps you gauge agent performance, correct deficits, and provide your customers with the best possible experience.

What is quality assurance monitoring?

Quality assurance monitoring is how your business guarantees that your products and services consistently meet your set standards. You use audits and other assessments to evaluate if your employees, processes, and systems are delivering the results you expect.

Get Agents More Engaged and Committed to Customer Service

Your contact center agents are the face of your customer experience initiatives. An agent’s interaction with the customer determines whether that customer keeps shopping with you, recommends your business to others, or takes their business elsewhere and possibly posts negative reviews on a public forum. Agents who don’t feel valued or engaged are more likely to become apathetic and less likely to provide the highest quality customer service possible.

One of the main reasons contact center agents experience job dissatisfaction is a lack of timely performance feedback or only receiving negative feedback. A way to consistently provide positive feedback creates a better work environment for your agents and motivates them to go above and beyond for your customers.

Make Calls More Efficient

You’ve probably heard that time is money, especially when it comes to customer service. The modern customer leads a busy life. They don’t have time to spend an hour on hold or be transferred through multiple departments to resolve their issue. More than three-quarters of customers agreed that the best way for a company to provide superior customer service is to value their time.

You can understand the factors involved in each service interaction’s average handle time (AHT) using quality assurance monitoring. Enhanced recording capabilities allow you to carefully screen interactions to see where they could benefit from streamlining. Using these insights, you can adjust your training procedures to deliver a more efficient, time-conscious response to your customers that does not sacrifice care quality.

Ensure Compliance with Script and Other Company Policies

Your contact center already has procedures in place to guarantee a good experience for your customers. Using quality assurance monitoring, you can fine-tune those procedures to be even more responsive and efficient. You can then use quality monitoring to ensure those procedures are carried out correctly. Quickly analyze transcripts to determine if your agents follow scripts accurately and ensure all appropriate actions are taken to help customers. If you notice any skill gaps or deficiencies, you can immediately single out those agents for training and coaching targeted to the areas where they are struggling.

Today’s customers are very concerned about data security and privacy. You probably already have security standards your agents must follow, but all it takes is one mistake to damage a customer’s trust in your business. Quality assurance monitoring can help you ensure that all data your company acquires is handled appropriately and immediately correct any errors.

The Authority Software Solution

A library of transcripts for every customer interaction through your call center provides valuable training resources for new agents. As opposed to the random cherry-picked examples you may have had before, you can now show them how various real-life customer issues were handled either well or poorly. A robust quality assurance monitoring program is the best way to confirm that your agents are equipped to provide the best quality service to all your customers.

Quality Management is not an area where your business can afford to cut corners. Download the whitepaper now to see the facts about quality assurance monitoring and its importance to your contact center.

Key Takeaways

  • Quality assurance monitoring allows you to ensure your customers are receiving the best customer service you can provide.
  • Giving your agents timely feedback improves engagement and motivates them to provide customers with a high-quality experience.
  • Making your contact center more efficient improves customer satisfaction.
  • Quality assurance monitoring helps you provide better training for your agents and quickly identify and correct any compliance issues.
Woman Laughing on Headset with Hand in Air | Learn 4 Ways to Improve Employee Experience With Better Contact Center Management | Authority Software

4 Ways to Improve Employee Experience With Better Contact Center Management

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As the effort to meet the customer’s needs becomes more challenging, employees feel the brunt of it. Increased customer expectations have led to employee burnout, which does not lead to an excellent overall customer experience. Contact centers are trying to meet the rising demands of the customer, but that becomes more complicated with technologies evolving daily. This leads contact center management teams to become inefficient and frustrated.

Contact centers exist to deliver quick and efficient customer service to the customer. Employees can feel drained and burnt out when technology is not up to par. When employees are unhappy, meeting the customer’s needs becomes almost impossible. Then, the customers are dissatisfied, and so are the employees.

Workforce optimization (WFO) tools may be the solution many contact centers have sought to improve their efficiency. WFO tools can streamline processes and help combat daily contact center challenges to help things run more efficiently.

How Can We Improve Contact Center Management?
Contact Center Management can be improved with Workforce Optimization (WFO) tools. WFO tools are intended to help businesses achieve better performance and meet the needs of their employees and customers through customized solutions based on the business’s unique needs. WFO tools can consist of various recordings (audio/screen recording), analytics, forecasting, scheduling, and performance management.

4 Ways To Improve Employee Experience

WFO tools improve the employee experience in a contact center by improving efficiency, increasing productivity, and reducing errors when adequately implemented. Here are four ways to improve employee experience with better contact center management.

1. Make Better Decisions

WFO solutions allow contact center management to generate the critical data they need to make informed decisions. With WFO tools, contact center agents can accurately enter detailed information regarding their touchpoints. This data is available to meet the contact center’s many needs and satisfy their customers better, from scheduling the right staff at the right time to monitoring agent activities to identifying areas of inefficiency. Careful analysis allows contact center management to pinpoint performance issues and identify areas that have disrupted productivity or caused customers’ needs to go unfulfilled. Access to better data makes it easier for contact center management to make better decisions that would eventually bring satisfaction to their customers.

2. Meet Customer Demand

One of the most critical things contact center management is responsible for is meeting call volume. More detailed data with the correct information can give contact center management what they need to predict future workload volumes better. Better analysis provides data to calculate the time required to accomplish specific tasks, ensuring the necessary staff is available. This helps to keep agents from being overloaded during their work shifts.

3. Recognize High Performance

With improved analytics features, contact center management can identify high-performing agents. And with quality management solutions, contact center managers can easily recognize rock stars during performance reviews or highlight them during training or staff meetings. When employees feel appreciated and receive positive recognition, that makes them happy. With happier agents, you’re likely to find happier customers.

4. Make Employees Happy

Increased efficiency and retention go hand in hand. It’s hard to have one and not have the other. When employees are given the technology they need to perform their jobs efficiently, they’re likely to be more successful at their jobs and more productive. When employees feel stress relief while performing daily tasks, their productivity increases.

Key Takeaways

  • Employee burnout makes it a challenge for contact centers to deliver quick and efficient service to their customers.
  • Contact center management can be improved with Workforce Optimization (WFO) tools.
  • WFO tools can increase efficiency and productivity to provide for the overall satisfaction of your customers and agents.
  • WFO tools can help improve the employee experience and retention.

Learn More about WFO

WFO tools have the potential to balance the needs of customers, the contact center, and employees by streamlining processes and making them more efficient for everyone involved. These tools can help create a happier work environment while improving customer service when adequately implemented. Read our blog to learn more about using WFO tools in your business.

Read the Blog
Authority Software Empower Your Workforce in 2022 with automated contact center solutions

Empower Your Workforce: Automated Contact Center Solutions Can Simplify Operations in 2022

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It’s almost 2022, and with the change of the year, it’s time to evaluate 2021 performance and set goals for the new year. As a contact center manager, your goals are to increase operational efficiency, profitability, and customer experience. This is why it might be time to consider automated contact center solutions as the next step to making your operations run smoothly, efficiently, and profitably.

How can automated contact center solutions improve my organization’s operational efficiency?

A modern automated contact center solution is easy to navigate and saves valuable time and resources. Customizable tools can drive efficiency and increase CSAT scores while automating day-to-day operations.

Efficiency, Profitability, Productivity

Without an automated contact center solution, you are losing valuable time and resources every minute of the day as your employees navigate difficult and siloed systems. Between scheduling, scripting, and managing call volume, these systems can not only cause frustration but cost time and money in the long run.

An automated contact center solution increases productivity across the board, cutting resource waste spent navigating outdated and complex systems. With a simple and easy-to-deploy solution, employees and customers have a higher satisfaction rate, and your contact center saves time and money.

Quality Management

When quality management solutions use multiple bolted-on systems, it limits the capability to manage quality assurance easily or efficiently. This can be counterproductive as you work toward increased operational efficiency and customer satisfaction.

An automated contact center solution will have integrated quality assurance forms, with easy and quick access to metrics in real-time, as well as audio/video reporting tools that make finding quality recordings a cinch.

Workforce Management

With outdated contact center solutions, scheduling is a constant challenge. You may know the ebb and flow of call volume as an experienced workforce manager, but there are times when a guess results in over or under scheduling, which costs your contact center and your valuable client resources.

In 2022, it’s time to upgrade your contact center software to an automated solution with workforce management built-in. This ensures suitable agents are scheduled at the right time with no more guessing. An automated solution makes workforce management simpler and performance-based.

Designer

Have you ever experienced this scenario? Your script verbiage needs updating immediately but you know it’s going to take days to roll out. When you have siloed and bolted-on solutions, you don’t have the time or capacity to disseminate information, build new scripts and manage deployment to an entire contact center.

An automated contact center solution increases efficiency with drag-and-drop tools that makes scripting easier than ever. You should have easy-to-use tools to customize and deploy simply, quickly, and efficiently to ensure all employees are delivering the highest caliber experience for customers.

Advanced Outbound List Management

In 2022, it’s time to deploy data-driven campaigns. Call the right customers with the right products to avoid wasting valuable time on a high-volume approach. Without first analyzing who the ideal customer is and what products and services they may respond to, you can waste resources across operations.

An advanced outbound list management tool is a great way to make your automated contact center solution work for your strategy. Outbound list optimization tools can provide advanced management of complex campaign strategies, which drives results for any campaign, no matter how complex. This type of tool prioritizes contacts based on real-time data and increases your contact center’s success rate with campaigns.

Talk to your current solutions provider about Authority Software or Contact Us. 

Authority Software has a fully integrated, easy-to-deploy automated contact center solution that will boost productivity and profitability in the new year. In 2022, set a goal to increase your operational efficiency with a customizable, efficient tool. 

TLDR: 

An automated contact center solution can increase operational efficiency and productivity using an integrated and data-driven approach. This customizable tool can help you better serve your customers and increase CSAT scores and the overall profitability of your contact center.