More and more clients have been asking our group to conduct an audit for their existing internal QA programs. Why do our clients find this valuable? Here are a few reasons they have communicated to me:
- An objective perspective that reveals "blind-spots" that naturally occur when QA happens internally
- A broad knowledge of how other companies structure and carry out their QA process with the understanding of what works and what doesn’t
- Results, that include a more objective QA scale, more objective scoring, more effective calibration sessions, and better feedback to the CSRs.
The chart on this post is from a follow-up QA audit we did with an existing client. As a part of the audit we took a valid sample of calls that had been scored by each of their call coaches. We then scored the same calls using their internal QA scale. We tracked variances in attribute scores, overall service scores as well as the variances in how each QA element was scored. In addition, we attended regular weekly calibration sessions as well as spending some time shadowing each of the coaches as they scored and coached calls. Our initial audit included:
- Recommendations of how the QA scale could be improved to increase clarity and objectivty
- Coach-by-coach scoring comparison that revealed certain biases of individual coaches
- Ideas for improving sampling, scoring and feedback to improve efficiency and productivity in the QA process
- Thoughts on how calibration could be improved to provide better tracking of the QA process and accountability for each coach, which could also be used for performance management
After six months, we did a follow-up audit to see if there had been any improvement. As you can see on the chart, the audit clearly showed that the number of variances were cut in half. Our client also used the results of the audit to retool their QA scale and program organization.
Do you have questions about the objectivity and effectiveness of your company’s QA program? It might benefit you to consider an outside perspective in the form of an objective, methodical audit. Feel free to shoot me an e-mail or give me a call. I’d be happy to discuss it with no pressure and no strings attached.
direct phone: 515.321.9788