The three biggest challenges contact centres face when it comes to quality assurance are: low engagement, poor efficiency, and a lack of actionable insight. These are often the result of using manual and/or fragmented systems, such as spreadsheets and online forms, which can be time-consuming to use and subject to bias.
For example, when QA teams have to manually search for and select customer interactions to examine and score, this opens the quality assurance process to bias (both unconscious and conscious). This may cause agents to lose trust in the system and become disengaged. But a QA solution can eliminate this problem by automating the selection process and removing any potential for prejudice.
Moreover, when QA teams have to jump between multiple systems to review interactions, record their scores, analyse the data, create reports, provide feedback to agents, organise one-on-ones, and track the results, the QA process can become very confusing, time-consuming, and prone to error. Having an all-in-one solution integrated with your contact centre, where QA teams can carry out the process from start to finish with alerts to help keep them on track, can therefore help improve efficiency and reduce errors.
And finally, a lack of actionable insight is often the result of poor reporting. When QA teams have to manually compile reports using information from multiple sources and systems, it can be difficult to properly analyse the data and draw meaningful insights. A QA solution can help simplify and streamline the process, generating automatic reports and providing a single source of truth that everyone can trust.