How QA Automation Can Increase Efficiencies
You’ve likely invested significant resources in your contact center’s quality assurance team. After all, their work enhances your business’ overall customer experience while helping to increase agent efficiency and reduce unnecessary spending. With agents making thousands of calls each day, and customer contacts growing to include social media and other channels, spot-checking calls at random is no longer sufficient. You need a 360-degree understanding of your customer experience, which is where automated QA tools, or AQA, can help.
Utilizing AQA, users can define their QA templates and scoring methods including the keywords, phrases and rules related to the evaluation of their agents. AQA software can automatically and efficiently record and transcribe calls, analyze the agent interactions with customers during the calls using the user-defined templates, and automatically score the agents’ performances. A comprehensive report is made available by AQA that can be automatically emailed to multiple recipients.
These features allow your QA team to manage more transactions more efficiently, all of which results in providing improved customer experience. A simple ROI analysis can show, for example, that a contact center with 50 agents, recording an average of only 4 hours per day per agent, and working only business hours/days, can produce 4,200 hours of recorded calls per month, requiring more than 26 QA personnel with more than $1MM in annual payroll expenses in order to conduct 100 percent QA. An impossible financial justification. AQA can provide far better and more accurate results, in a much shorter time, with annual costs far less than what it takes to employ a team of people to achieve similar results. Blending AQA within the fabric of your QA team is a more efficient process yielding higher results.
There are More Benefits
There are two more significant benefits derived from the AQA process. First is related to “trend analysis.” Users can create templates of “what they know” and automatically receive the results of their analytics and scoring of the agents. However, users also need to be informed of events and incidents “they don’t know about.” This is called trend analysis, in which users can set up the AQA to report on the development (or diminishing) of certain trends without users defining exact keywords and trends. Insights created by trend analysis can be valuable to marketing, sales, compliance and liability management.
The second major benefit is related to improving the First Call Resolution (FCR), in which the AQA can be configured by users to automatically look for and flag the “Repeat Calls.” Repeat calls can then be analyzed for root cause, usually caused by agents’ lack of performance, broken processes, or problems related to products and services. Industry studies have shown that inbound contact centers experience 66 percent repeat calls. In other words, 66 agents of a contact center with 100 agents are unproductive due to the repeat calls. Even 20 percent improvement will have a major impact on reducing payroll expenses, as well as significantly improving customer experience.
A Well-Rounded Analysis
Automated Quality Assurance Software provides analytics for 100 percent of calls, rather than limiting analysis to a mere percentage. By evaluating each agent-to-customer interaction and reporting the results, AQA software provides a 360-degree view, as opposed to a slice of the whole.
What’s more, the software reviews every call result, so QA staff don’t have to listen to each individual call. For example, SingleComm’s new AQA tool utilizes standard speech analytics to deliver keyword reports of customer and agent interactions. You can determine which keywords are analyzed and reported based on things like compliance, agent scripts, specific promotions and more. When your QA team receives reports, they can focus their efforts only on the calls and agents that require attention.
SingleComm’s predictive voice analytics software goes further than reporting keywords. It also analyzes tone of voice in order to understand not only what agents are saying, but how they are saying it. Usually this level of reporting and understanding would take a QA team member considerable time. But through QA automation, it can be achieved in just minutes. Automating this process saves time, allowing your QA personnel to review a larger percentage of calls so underperforming phone agents receive necessary training.
In short, QA automation means faster, more complete, and more reliable assessments that get better over time.