Welcome back to the PACE WEBINAR SERIES Monthly Musings on Hot Topics for Managers of Contact Center Operations Presented by BenchmarkPortal
PACE Webinar Series • Result of PACE–BenchmarkPortal Partnership • Hot topics • Research plus practical advice • Input always welcome!!
PACE – BenchmarkPortal Courses Discounted Certification Course List Price Price Management Certification (in person) $2,395 $1,625 Quality Assurance (on-demand) $795 $676 Coaching for Performance (on-demand) $795 $676 Workforce Management (on-demand) $795 $676 Supervisor (on-demand) $395 $336 Agent Soft Skills (on-demand) $99 $84
PACE – BenchmarkPortal Courses Discounted Certification Course List Price Price Management Certification (in person) $2,395 $1,625 Quality Assurance (on-demand) $795 $676 Coaching for Performance (on-demand) $795 $676 Workforce Management (on-demand) $795 $676 Supervisor (on-demand) $395 $336 Agent Soft Skills (on-demand) $99 $84
Quality Assurance How to Run a Successful QA Team Start to Finish February 19, 2019
Subject Matter Experts Debbie Frazier Dee Buell
Agenda • Mission Statement • Assessing your current challenges • Current situation of QA functions • Know your baseline – starting point • Determine your ideal end point • Assembling your roadmap
Getting Started 10
Polling question • Do you have a Quality Assurance Mission Statement?
Quality Assurance Mission Statement What a mission statement should do in the QA process: 1. Provides focus 2. Communicates your purpose and value to the organization 3. Builds credibility
Examples of QA Mission Statements • Service : We will monitor Customer contacts to identify training needs and provide feedback for coaching. We will be a voice for our Customers by sharing pain points that drive process improvements. • Sales: Through monitoring Customer contacts, we will coach our Agents on ways to enhance their negotiation and selling skills. We will insure accurate information is delivered in a professional manner that supports an excellent customer relationship.
QA Partners With Other Departments Your QA program can provide business intelligence to other departments in your organization. • Marketing can leverage feedback from the QA team – targeted monitoring • Technology teams can be more efficient by engaging QA in the design of new technology • QA reports can provide Compliance with statistical data
Polling question • Are you satisfied with your QA processes?
Are you satisfied with your current Quality Assurance process? 43% 57% Yes No
Why are you not satisfied? 7% Time 12% Resources 16% Calibration 19% Tools 19% Design 26% Process
Challenges • No formal quality program exists
Challenges • No formal quality program exists • Supervisors are responsible for the quality program
Challenges • No formal quality program exists • Supervisors are responsible for the quality program • Quality monitors are not scored
Challenges • No formal quality program exists • Supervisors are responsible for the quality program • Quality monitors are not scored • Low volume of quality monitors
Challenges • No formal quality program exists • Supervisors are responsible for the quality program • Quality monitors are not scored • Low volume of quality monitors • Lack of calibration sessions
Current QA Function • Quality goal is established & understood Establish a goal of monitors to complete
Current QA Function • Quality goal is established & understood Establish a goal of monitors to complete • Screen and Audio are captured
Current QA Function • Quality goal is established & understood Establish a goal of monitors to complete • Screen and Audio are captured • Immediate feedback
Current QA Function • Quality goal is established & understood Establish a goal of monitors to complete • Screen and Audio are captured • Immediate feedback • Quality Team is in place/clear roles
Current QA Function • Quality goal is established & understood Establish a goal of monitors to complete • Screen and Audio are captured • Immediate feedback • Quality Team is in place/clear roles • Dispute Process
Know Your Baseline • Create the monitor form • Pilot the new form and/or changes to the form
Know Your Baseline • Create the monitor form • Pilot the new form and/or changes to the form • Agent buy-in is critical
Agent Involvement Is Key Don’t waste the opportunity for front-line insight available at no extra cost to the business.
Know Your Baseline • Create the monitor form • Pilot the new form and/or changes to the form • Agent buy-in is critical • Management/Client approval of the form
Know Your Baseline • Create the monitor form • Pilot the new form and/or changes to the form • Agent buy-in is critical • Management/Client approval of the form • Establish a reasonable quality goal
Know Your Baseline • Create the monitor form • Pilot the new form and/or changes to the form • Agent buy-in is critical • Management/Client approval of the form • Establish a reasonable quality goal • Define how it impacts the agent’s performance • Review the monitor process in training
Know Your Baseline • Create the monitor form • Pilot the new form and/or changes to the form • Agent buy-in is critical • Management/Client approval of the form • Establish a reasonable quality goal • Define how it impacts the agent’s performance • Review the monitor process in training • Outstanding monitors should be kept
Where do you want to be? • Be strategic • Your Customer should be your driving force • Provide resources to your Agents • Set appropriate goals • Engage your Agents • Re-evaluate
Roadmap to Follow • Provide specific ways to improve • Screen capture is necessary to evaluate navigation skills • Scripting should be evaluated • Monitors should be consistently completed • Monitor all channels • Technical vs Customer Service in monitoring • Calibration sessions are a benefit for all
Calibration Session Do you hold calibration sessions? Yes No 22.8% 77.2% BenchmarkPortal One Minute Survey
Calibration Session How frequently do you hold calibration sessions? • 16.0% 4 times per 40.0% month/weekly 20.0% 2 times per month 1 time per month
Quality Calibrations • Set some ground rules – Be open minded – Be honest – Confidentiality – Respect – Focus on how the agent performed and the definitions document, not whether the item should be on the form 39
“QA can do calibration sessions if they want to. In this room, what I say goes.”
The Futures of QA • There is not one future • There is not one timeline • There will not be only one way to build a QA team
The Futures of QA • There is not one future • There is not one timeline • There will not be only one way to build a QA team • But: • There are disruptive, exciting things brought by new applied science and emerging technology
The Futures of QA • Understanding the Human Brain – More effective approaches (recruiting, screening, training, and incentivizing) – More efficient methods for serving and selling to customers
The Futures of QA • Understanding the Human Brain – More effective approaches (recruiting, screening, training, and incentivizing) – More efficient methods • Automation (AI, Big Data, Machine Learning….) – Bots that “listen” and provide feedback
The Futures of QA • Understanding the Human Brain – More effective approaches (recruiting, screening, training, and incentivizing) – More efficient methods • Automation (AI, Big Data, Machine Learning….) – Bots that “listen” and provide feedback – Bots that suggest better approaches based on statistical results
The Futures of QA • Understanding the Human Brain – More effective approaches (recruiting, screening, training, and incentivizing) – More efficient methods • Automation (AI, Big Data, Machine Learning….) – Bots that “listen” and provide feedback – Bots that suggest better approaches based on statistical results – Bots that take over the easier stuff – Bots that can recommend in real time for the harder items
The Futures of QA • Will require new team approaches • BUT • Those who get it right will be solidly grounded in the concepts of traditional QA
The Futures of QA • Will require new team approaches • BUT • Those who get it right will be solidly grounded in the concepts of traditional QA • QA Picassos will see 360 degrees • So: Be grounded in QA best practices
Course Offering
QUESTIONS? BruceBelfiore@BenchmarkPortal.com
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