As usual, we always give you several tips and news about the call center world and now you will know the top 30 best practices of quality assurance to send to all your colleagues and motivate the whole team, because quality assurance is extremely important to put customer service on track and properly done.
Contracting and Training
#1 – Recruitment and selection error
We know that this part is not the responsibility of the quality assurance team, but one of the most important points is the process of selecting and hiring qualified people with the appropriate profile for the type of service in which they will work. In line with the quality assurance practices, the result of their quality will be raising to another level, so always try to work in line with your HR team, showing them who are the best agents of your operation, so they can look for similar profiles to those people with greater reputation.
#2 – Inappropriate initial training
We know about the prey for starting the operation, the tight deadlines, the lack of professionals with the right profile, the initial cost, etc. Often for these reasons or perhaps some others, they end up putting to work people who were not properly trained or who were trained only in “product”, for example, and put into operation without even seeing how everything works.
A good practice is get the new agents to know the customer’s factory, for example, hear comments from the end users about the product. If possible, do this. It will greatly increase the confidence of your agents, and they will work more calmly and confidently and have more solid arguments when talking to customers.
#3 – Analysis of training and recycling needs
After the hiring process and the beginning of their first working day, it is natural that these new agents will initially go through difficulties and another obligation of quality assurance team is to show the training team, who are the people who have been failing most and who actually need to go through the training.
If you use CYF, you already know that it has a specific report to do this job to you, isn’t?
Once the operation has started, many times the quality assurance team sends only a report where it points out which agents fail the most, when in fact, this should be extracted by the items that are most important to the company. Then, the training team will focus more on the crucial points, in the case of a billing operation, for example, they will focus more on negotiation training, in an customer service operation, on the other hand, they will focus on items of product knowledge, in order to solve the problem more quickly.
#4 – QA Scorecard
Nothing we quote in the above topic will be effective if you do not have a well-organized quality assurance scorecard:
The three main points are:
- Evaluation by concept (great, good, regular and bad), so you can really separate the excellent, average and worst agents, and motivate and reward them properly. If you only use your answers with “Yes” or “No”, consider changing them.
- Weight of the item, it is one of the most common things in quality assurance, for example, if your scorecard has 10 or 15 items, the weight of all items are equal, which is a crucial mistake. The ideal is you give more weight to the most important items to your company, so you can actually measure how well the quality of your operation is.
- Be able to separate the items that generate financial or image loss from those that will not generate loss in case the agent fails.
#5 – Critical Failures
In addition to what we mentioned in the topic above about the weight of each item, you should also include items that give zero to the agent’s score. Nevertheless, be careful, use only on items that are crucial to your business, such as passing wrong information to the customer or errors of this category, so as not to distort your function and discourage your operation.
#6 – Think like a customer
When you are creating your form, put yourself in your client’s foot… why does he call, how does he think, what does he think and what is most important to him? After identifying these topics, create items on your scorecard to evaluate how your agent will deal with these issues and re-evaluate the weights of each item.
#7 – Think like an agent
We also need to put ourselves in the place of the agent, right? So, it is always important to put items that are within the skills of the agent, that is, do not require your agent to solve a problem if he does not have enough knowledge to do so or does not have the autonomy to solve it or does not have the necessary tools. So also, think carefully before giving a bad score for the fact that the customer has already called stressed, but the agent did everything in his power to help him and solve his problem.
#8 – Evaluate all service channels
All interaction with the customer must be evaluated, from telephone channel to e-mail channel.
You may be thinking “But my e-mail service channel is only 1% of all services”, and what we have to advise you is that you still need to evaluate it, today with social networks, any bad interaction may end up ruining the company’s image. so… serve everyone with the best possible quality.
#9 – Motivate your agents
One of the main factors to increase the quality index is motivation. If your operation does not yet have a structured motivation plan for the agents, it is important that you take this idea right now to your superiors, define very clear goals related to the quality of the service and create award categories, for the best and the good, making them as a mirror and objective for all the other agents.
#10 – Allow for growth
The award can be a crucial incentive in the short term, in the strategy we mentioned in the topic above, it fits perfectly for, but a long-term strategy is to allow growth within the company, the famous career plan. This can be an extremely important incentive to keep the best agents within your company, for years, then, creating a team that will know from the basis of service to where your career plan allows the professional to grow.
#11 – Customer feelings analysis
The feeling of the customer is one of the extremely important points for loyalty, keep in mind that your call center is the first image that your customer will have of the whole company, so take into consideration to create an action plan for customers who were not satisfied with the service they received.
#12 – Do not let customer feel that his agents are reading a script
Avoid that your agents also look like robots; it is a typical situation that occurs when they “read scripts”. For these types of situations, it is essential that the human service be differenced, use all the good practices of a good service to fascinate the customer, and of course, include items in your scorecard that take into account the personalization of the service, empathy, and interest in helping the customer.
#13 – Customer contact plan
Does your call center have an action plan for customers who make complaints? Or post-sales? If not, this is an excellent time to suggest it! Try to contact customers who gave a bad note for the service or for those customers who made a purchase a month ago. Always put your customer first, put yourself in his place, and think how he would feel when receiving your contact or how you could help him.
Feedback and Coaching
#14 – Regular and Constructive Feedback
While evaluating, make specific notes on each item, try to be as detailed as possible rather than giving general feedback, so the agent will know exactly where to improve. Also, be constructive and positive. Point out the issues that are in the agent’s control and that he can improve, not those that are out of his reach. Point out not only the mistakes, but also the successes. Do not forget to put at the end also the general comment of the service and the action plan. Add it into your routine.
#15 – Coaching
Coaching is perhaps the most important tool that supervisors have to make the team well aligned, motivated and engaged with the main points of care. It must be constant. If you have any good reason that makes it impracticable, consider using electronic feedback as an alternative and allowing the agent to challenge your assessment if necessary. This way, you can apply one hundred percent of the quality evaluations performed and call the agents to talk face-to-face only in fact is necessary. If your quality assurance software does not provide this feature, ask CYF to start today putting it into practice.
#16 – Allow contestation
The contestation is an ally of the agent satisfaction. Giving your agent the opportunity to contest and defend himself will bring greater satisfaction to the entire operation, consider including the contest in your feedbacks.
#17 – Focus on low-performance employees
In most cases, the best agents already understand how the whole service process works and do not need evaluating as strong as those with low performance. Focus on those who have been presenting low results and use all feedback, coaching and training techniques to increase their quality.
#18 – Empower the operation frequently
We know that it is not always possible to do training with our operation, for various reasons such as difficulty in organizing the availability of rooms, lack of training professionals, high demand in the operation, etc. However, keeping them always in constant learning is essential to keep the team in high performance and aligned with the news. That’s why we created the Knowledge Game, where you create questions and answers linked to a specific item in the call center quality monitoring scorecard and whenever your agent misses that specific item, the questions will appear to him, to create a learning routine in your operation. This way you can do it continuously and without taking people out of your service stations, avoiding the loss of performance in the operation. Even more, CYF manages this for you, making the process occur completely automatically.
#19 – Collect information
This is the point where the truth about your operation comes out. Collecting data should not be a complex and time-consuming task, so you should guide your team to collect relevant information about competitors’ customers, products and services, possible failures, improvements and business opportunities.
Use a quality assurance software and forget the old practice of using Excel.
#20 – Knowledge Base
In the data category, we reinforce the need for your knowledge base to be well done and updated frequently. Doing it, your agents have easy access on daily basis and consult during the service. It is also important that there is some easy and structured way to improve the base every time an error is found and reported by an agent.
#21 – Employee Performance
To put into practice the items of motivation to your team, it is important to have at any time the ranking of the agents with the information and results of who are the best agents, the collection of this data can not take much of your time. This information will be very useful for several actions, including awards, promotions, selection of teams for campaigns, testing scripts or new arguments, jobs or starting new operations, assistants to help in training, etc.
#22 – Team/Group comparisons
Top teams in general are good because they have good leaders. Use this technique to identify the best supervisors and team leaders. See which teams or groups are standing out the most and try to understand the reason, the ideal is that they maintain a certain harmony between them. Promote competitiveness, but be careful, always keep the concept of collaboration between them.
Use CYF quality index for this comparison.
#23 – Make decisions based on data
Data shows the truth that we often cannot see, so study each action before a change of strategy or planning of your actions, analyze and work all the data you can.
#24 – Low performance
Often only a report with graphics will not be enough to see critical points in your operation, the reports will work as a “map” for you to get to the crucial points and identify the reason for the lack of performance of some agents. One of the points that we always advise use is to monitor the screen recording of the agents. With it, you will identify many opportunities for improvement and errors that would not be possible to observe only with the voice recording. Read this article to learn more.
#25 – Observe the reasons for the differences between the agents
Within this deeper analysis, try to identify the reasons for the main differences between the agents, and create a documentation to avoid making the same mistakes with future employees.
Additional important details
#26 – Scripts
The creation of a service script is not the task of quality assurance, we know, but we can collaborate to develop these scripts. Involve in this process as well, some of your best agents. Ahhh… and test the script well before starting the operation. Make a pilot.
#27 – Opportunities for cost reduction and improvement.
Quality assurance team sees points that often not even managers can see and this is the real importance of this area. Observe opportunities for improvement and cost reduction, the improvement is all that we have mentioned in the points above, and cost reduction is where the difference comes in, you need to analyze all situations with a critical eye, where you can make the process faster and more automated, where you can increase assertiveness or improve results. Take notes and make suggestions, see how to stand out as a quality assurance analyst here.
And don’t be afraid to suggest something different and think you’re crazy, crazy would be trying to get better results doing the same thing every time.
#28 – Satisfaction Research
How is your SSN (Satisfaction Survey Note) compared to your quality assurance index? Are the two close or is there a big difference between them? If so, make sure the research is well conducted; consider changing something in your quality assurance method.
#29 – Be pro-active
One of the main differentials of a professional is to be proactive, and if you are reading this content, surely you are a professional who wants to stand out, right? So try to take the main points of this text and put them into practice! Try to make it a culture in your team.
#30 – Keep informed
The ally of pro activity is information; keep yourself informed by subscribing to our newsletter and receiving various content directly in your email box!