One of the common frustrations I’ve witnessed in the past 16 years of working with clients and their Quality Assessment (QA) programs happens shortly after a company invests in new phone technology or call recording and QA software. The technology is installed and the switch is flipped. They have this great new software tool with bells and whistles and… no idea how to get started.
Here are a three things you’ll need to do:
- Decide how you are going to report the data and information you generate, and how you want to utilize them. Do you simply want data to show the VP that you’re doing something to measure and improve service? Are you going to use the results for individual performance management and incentives at the agent level? Do you simply want to provide call coaching to your front line agents? Do you want to leverage what you’re learning to impact training, marketing and sales? What you want out of your QA program is the first thing you need to determine because it affects how methodical and critical you need to be in subsequent steps of setting up your program.
- Decide on and list the specific list behaviors you want to listen for. What is most important to your customers when they call (a small post-call survey could help you here)? What specific behaviorsare important to representing your brand? What are the important touch-points at different stages of a common customer interaction? It’s easy to get caught up on the myriad of exceptional situations, but when setting up your scale/scorecard/checklist/form you need to focus on your most routine type(s) of call(s).
- Decide who is going to monitor and analyze the calls. Many companies use the front-line supervisor to monitor the calls. Others go with a dedicated QA analyst. Some companies hire a third party (that’s one of the service our group provides). There are pros and cons to each approach, and many companies settle on a hybrid approach. It’s important to think through which approach will work best for you and your team.
These are only a few broad bullet points to help focus your thinking, but they provide a rough outline of critical first steps. All the best to you as you set out on your QA journey.