The Quality Assurance Journey

The Quality Assurance Journey

• 1.
  Quality Assurance – outwith the old in with the new CCMG 25 July 2016 Presented by: Naseema Moorgas
• 2.
  Quality Assurance Biography: NaseemaMoorgas  Spent over 25 years in the Customer Service Industry  13 of those years in the Contact Centre environment; a tumultuous experience like no other in the vibrant Eskom Contact Centre community  Passionate about quality management and people development  Couple of my proudest moments:  Received an award for the National Contact Centre Manager of the year from SACCOM (South African Contact Centre Community/(BPESA).  A member of the Eskom team who received an international award for Workforce Management.  Taking the giant step and giving birth to: Inc. QM Consulting  Last, but not least: proud member of CCMG Advisory Board
• 3.
  Quality Assurance Presentation willbe a broad brush Theme looking into the QA Journey… Moving on from Traditional QA To New Generation QA – with all its Bells and Whistles
• 4.
  Quality Assurance Limitations ofTraditional Quality Assurance  Traditional Contact Centre QA has reached the end of a good long life.  Traditionally:  QA involved random selection of recorded calls  Periodically evaluate and score a small number of calls for each agent.  Objective: is to confirm that agents exhibit desirable behaviours, viz. did you say “Yes Sir, No Sir, 3 Bags full Sir”  No deviating from prescribed internal rules, scripts and policies
• 5.
  Quality Assurance Your PathTo Excellence - Quality Assurance To Effectively Monitor Contact Centre Operations  Challenges in making the right choice of QA System  Strategies used in choosing the correct assessment standards and measurement tools to ensure accurate results  One size does not fit all – Customising assessment procedures for your Contact Centre operations and size  Balancing Customer Experience and financial objectives by identifying improvement metrics to drive success  New World versus Third World????
• 6.
  Quality Assurance  Searchmarkets for an appropriate Quality Assessment Tool  Take into consideration - YOUR Organisation’s needs - Do you have a blended Contact Centre? - Can the Vendor arrange a visit to a centre successfully using the system?  FORM design is crucial to:  Identify correct KPA’s and KPI’s i.e. WHAT do you want to measure  IMPORTANT: You need to take cognizance of your CUSTOMER BASE IDENTIFY: What do you want to achieve?? • Improved Customer Satisfaction • Improve Customer Retention • Increase Sales
• 7.
  Quality Assurance  CustomizableReports and To-Do Lists : Dashboards for ease of reference  Automated Scheduling of the Right Calls for Evaluation  Easy-to-Use Evaluation Form Building and Scoring  Ability to Add Coaching and Alerts to QA Forms  Ability for Agent to Feedback and Dispute Mechanisms  Agents can be a great source of business and customer satisfaction insights  Automatically Share Results with Agents and Supervisors Top Quality Assurance System Must-Have Capabilities
• 8.
  Quality Assurance What isDesktop Screen Analytics? Screen analytics introduces automated call categorization and prioritization according to each call‘s business value • You can pull information directly from your screens, and tag into recordings e.g. • Customer ID Number/Case ID Number/Account ID/Sales order value So What does this do for QA? Data is inputted into the Business Rules Engine and can be used to e.g. : • Determine selection criteria for quality monitoring, selection of the most appropriate evaluation form Can select specific types of contacts for monitoring e.g. : • monitor calls with a high number of holds or longer hold time • calls with a high number of transfers
• 9.
  Quality Assurance Source: DMGConsulting LLC The new generation of QA goes far beyond internal agent compliance
• 10.
  Quality Assurance Holistic, Improvement-OrientedContact Centre Quality Assurance Source: Voice Print International Continuous Control for Improvement of Operations
• 11.
  Quality Assurance What isthe key to getting to know more about your customer?  Analysing your customer calls through SPEECH ANALYTICS  Customer Call recordings can tell you about your levels of:  customer satisfaction  customer churn  service issues  agent performance and campaign effectiveness  This wealth of information can help you:  Enhance contact centre performance w.r.t. reducing agent handle time and repeat calls.  Discover customer insights into satisfaction, marketing campaigns.  Reduce customer churn: analyse root cause and early prediction of at-risk customers.  Improve quality monitoring by reviewing large samples and specific call types.  Provide targeted coaching to agents by analysing their relative performance.
• 12.
  Quality Assurance Is DesktopAnalytics the Holy Grail for Quality Assurance?  This could be a double-edged sword if not used effectively.  You have to go beyond generating beautiful, insightful reports with trends for senior management  You have to manage the information to enable better performance results, methodology to close poor performance areas etc.  You need to employ/train an Analyst to manage this new phenomenon of your business
• 13.
  Quality Assurance United Airlines: A Disastrous Customer Experience
• 14.
  Quality Assurance
• 15.
  Thank you
• 16.
  Presentation for theCCMG event 25 July 2016 Naseema Moorgas Inc. Q M Consulting [email protected] Mobile: 084 656 7867 