Getting started with Quality. No QA in place. Bronze plan
Situation / Context
The Contact Centre does not have a formal QA programme is place.
It is relying on customer surveys to understand the performance of agents and team leaders dropping in on “live calls” in order to provide ad-hoc & unrecorded feedback and coaching.
It is likely that they have been told they need a QA programme or a new senior hire has come in and can't believe they don't have a process in place. Subsequently they could have/are in the process of a QA manager.
Resulting Pains
No understand of what is being said by agents and customers. This exposes the business and gestures of goodwill leading to artificially high Customer Feedback scores could be hiding performance & compliance issues.
No reporting or Insight.
Agents receive limited feedback from their managers on how they can improve their own performance.
New starters could make several mistakes bringing down the overall performance without an understanding of why – whilst highly motivated and engaged agents leave due to a lack of feedback or feeling of progression
Features to call out
Scorecard builder (and templates)
Integrations
And call-out you can use it as a standalone platform
Side-by-side evaluation mode + guidelines
Reports
Roles and permissions to facilitate peer-to-peer evaluations
