If your team or company is thinking about getting into call monitoring and Quality Assessment (QA), or for those who are seeking a solution to their internal QA headaches, we would encourage you to at least give consideration to a third party QA solution. Many companies dismiss the idea of a third party provider without really weighing the option. With nearly a quarter century of experience and multiple client relationships of twenty years or more, the team here at c wenger group believes we’ve proven that it can be a sensible alternative.
Here are five reasons to consider a third party QA provider:
- Expertise. I’m sure your company is good at what it does. You have expertise in your field and would like to focus your resources and energies on doing what you do well. We feel the same way. It may seem that analyzing a phone call, e-mail, or chat should not be that difficult. The technology company who sold you your suite of software probably made it sound like it would practically run itself and give you all sorts of powerful information with a few clicks of the mouse. The truth is that a successful quality program is more complex than it seems. Many companies go down the road to setting up their own quality program only to find themselves bogged down in a quagmire of questions about methodology, sample sizes, criteria, and calibration. Don’t try to re-invent the wheel building expertise in a business discipline that distracts you from doing what you do well (and what makes you money). Let us do what we do well, and help you with that.
- Expediency. We’ve had many companies tell us that they purchased or installed a call recording and QA solution that they thought would deliver an easy, “out of the box” program. Instead, they find themselves feeling like they purchased an expensive plane that sits on the tarmac because no one knows how to fly it. Don’t spending months wrangling and struggling just to figure out how you want your QA program to look and work. How much time will you and your valuable, talented team members waste in meetings and strategy sessions just trying to figure out how you’re going to analyze calls? We’ve been doing QA for companies of all shapes, sizes, and types for many years, and in short period of time we can have a working, effective, successful QA program set up and delivering useful data and information right to your desktop.
- Objectivity. One of the most common pitfalls of internal quality programs is analyst bias. Supervisors are tasked with monitoring their own teams’ calls, but they don’t want the team (or themselves) to look bad so when they hear something that goes wrong in a call they give the agents credit on the QA form and (wink, wink) “coach them on it.” A quality team member has personality issues with an agent, so he scores that agent more stringently that the rest of the team. A team leader has an agent who is disruptive to the team. She starts looking for “bad calls” to help make a case to fire the problem team member. These are scenarios we’ve seen and documented in our QA audits. They happen. What’s the cost of an internal QA program that doesn’t deliver reliable data or results? A third-party QA provider is not worried about making people look good or grinding axes. We are concerned with delivering objective data that accurately reflects the customer’s experience.
- Results delivered regularly, and on time. One of the biggest problems with internal QA programs is that they chronically bow to the tyranny of the urgent (which is all of the time). When things get busy or stressed, the task of analyzing calls is the first thing pushed to the back burner. Internal analysts procrastinate their call analysis until the deadline looms. Then, they rifle through calls to get them done and the results are not thoughtful, accurate, or objective. Our clients tell us that they appreciate knowing that when we we’re on the job the QA process will get done and it will be done well. Calls will be analyzed and reports will be delivered regularly and on time. Better yet, the results will be effective at helping you make tactical goals for improvement, effectively focus your training, manage agent performance, and successfully move the needle on customer satisfaction, retention, and loyalty.
- You can always fire us. A client once told us that he kept us around because he slept better at night knowing that he could always fire us. His comment was, admittedly, a little unnerving but his logic made a lot of sense. “If I do this QA thing myself,” he explained, “I have to hire and pay people to do it. In today’s business environment it’s impossible for me to fire someone without a lot of HR headaches. So, if the people I pay to do it internally don’t do it well then I’m stuck with both them and the poor QA program. I like having you do QA for us. Not only do you do it well, but I know that if anything goes wrong I can just pick up the phone and say, ‘we’re done.'” The good news is that he never made that call before he retired!
If you’re looking at getting started in call monitoring and assessment, or if you have a program that isn’t working, we would welcome you to consider how one of our custom designed solutions could deliver reliable, actionable, and profitable results.
c wenger group designs and provides fully integrated Customer Experience solutions including Customer Satisfaction research, call/e-mail/chat Quality Assessment, and coaching/training solutions for teams and individual agents. Our clients include companies of all sizes in diverse market sectors.
Please feel free to contact us for a no obligation conversation!
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