Company annual reports will be filled with information on operating costs, profit & loss and initiatives aimed at reducing costs and increasing efficiency.
Contact centres are essential, but huge cost burdens. If CSRs are making preventable mistakes and not resolving customer issues in as fewer calls as possible, the associated costs are higher. Mistakes can also lead to complaints, refunds and other associated additional costs. An effective QA process allows an organisation to significantly reduce mistakes through audit, risk identification, training and coaching. A more efficient process means less cost and improved ROI from the team.
Organisations and contact centres will have also invested significantly in other technology such as WFO solutions and CRM, too. If the agents using that technology are ineffective, then the return from it is reduced. Any improvement in the QA process and the performance of the CSR team will mean that efficiency and productivity gains are seen across the tech stack. Again, why spend all of the money and then reply on archaic processes where it matters, on the front line."
Company Objectives