Tools of Quality Assurance

Tools of Quality Assurance

Introduction

Businesses are established to offer products & services as per market or customers’ needs and to earn goodwill and profits. Such businesses require effective quality assurance to make them thrive. The implementation of quality assurance tools assists businesses in constantly monitoring the overall performance and making plans to overcome the issues.

In this digital world, there are various quality assurance tools that are implemented to uplift businesses’ performance to the next level. However, not all the tools are beneficial for businesses but the following are some of the tools that are valuable for businesses:

1. Learning Management System (LMS)

The benefit of monitoring the position of your call center is that all the lessons learned can be implemented. LMS is a system that assists a call center business to simplify customer service training by bridging the information gaps with improvement plans and learning. In simple words, it can be said that LMS allows you to apply your learning and skills to customer service training. This tool is an all-in-one training solution that focuses on offering training to call center agents anytime & anywhere. This includes:

• Testing the knowledge of call center agents with the help of assessments & surveys
• Creating a path through learning for self-improvement
• Developing and managing courses for improving call center agents’ skills

In the quality assurance process, LMS focuses on developing and improving the skills of the call center agents for ensuring the call quality to provide quick and helpful solutions to the customers’ needs.

2. Scorecards

From schools to multi-million businesses, scorecards are used everywhere for monitoring performance. It is essential that one must know where he/she stands to further grow and develop the skill sets. Scorecards lay the foundation for the implementation of an effective quality assurance process. When a manager evaluates phone calls, emails, chats, etc., scorecards let the manager consider each & every communication.

There are various ways to keep a tap on your agents’ performance, including numeric & non-numeric, and holistic scorecards. It allows the managers to reach the root cause of the problem and develop & implement strategies to improve the call center agent’s performance.

A scorecard is considered an influential quality assurance tool that is designed to:

• Spot developments and exemptions
• Train, manage, and develop the call center agents
• Detecting knowledge, skills, and training gaps
• Highlight best agents
• Motivate and engage with the call center agents

3. Voice Logger

This recording tool is considered one of the most supportive and learning tools. While using this tool, the interactions between the customers and the call center agents are recorded and are considered a subject of training and quality. This means it displays real-life examples of letting the call center agents know what and what not to do under different circumstances. When the calls are recorded and archived, managers/leaders and call center agents can learn, monitor, and implement the best practices. This allows the call center businesses to monitor and identify the issues from the perspective of the customers and even the call center agents. Issues can be resolved by listening to the call logs and highlighting what went wrong, and implementing the changes immediately.

4. Call Snooping

Sometimes, your call center agents get nervous or overwhelmed when the supervisor is listening to the live call. This is where call snooping comes in. Call snooping means monitoring and reviewing the interaction between the agent and customers without causing any disturbance. This tool simply lets the supervisor listen to the interaction. This tool also lets the supervisor randomly listen to the calls and see how they perform and monitor whether the customers’ queries are resolved or not.

5. Analysis Surveys

While keeping a check on the performance and professional behavior of the call center agents, it is also necessary to take feedback from the call center customers. Sending a survey is the most common way of taking feedback and interacting with customers to analyze their sentiments. Such surveys are directly linked with the customer satisfaction level and the call center agents’ performance. These surveys are combined with other tools like scorecards to compare the call center agents’ performance aligned with the comments of customers. This offers an overall view of the operations and lets you spot its positive and negative aspects. By collecting and displaying the customers’ feedback, managers or supervisors must make sure that such feedback is forwarded to the call center agents to improve their performance.

6. Text and Speech Analytics

As the name suggests, text analytics is a tool that focuses on text interactions between customers and call center agents. Text analytics reviews customers’ issues and gathers data found in chats, posts, emails, and so on. This tool provides you with a complete view of the customer’s issues, the reason for those issues, and how the call center agents are responding to those issues. This tool allows the call center businesses to uncover:

• The most common customer queries
• How do your call center agents resolve those issues
• Time-consuming queries
• Customer satisfaction rate and call center agents’ performance score

Speech Analytics (SA) is one of the great quality assurance tools that focus on speech recognition and text analytics to review and study communication with customers. This tool gathers and evaluates each interaction with customers automatically. SA allows a business to conduct deep searches to spot:

• Hold times
• Call center agents talk over
• Silent call period
• Emotions while interaction is going on

Conclusion

The quality assurance tools help the call center businesses identify the customers’ issues to improve the call center agent’s performance. This advanced call center technology allows supervisors to create suitable strategies to provide quick and helpful resolutions to customers’ queries. These tools help retain the agents, improve the customer satisfaction rate, and meet the customers’ needs with the call center agent’s performance.