PACE WEBINAR SERIES Monthly Musings on Hot Topics for Managers of - - PowerPoint PPT Presentation

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PACE WEBINAR SERIES Monthly Musings on Hot Topics for Managers of - - PowerPoint PPT Presentation

Nov 02, 2023 494 likes •1.04k views

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 PACEBenchmarkPortal Partnership Hot topics Research plus

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Welcome back to the

PACE WEBINAR SERIES

Monthly Musings

  • n Hot Topics

for Managers of Contact Center Operations

Presented by BenchmarkPortal

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PACE Webinar Series

  • Result of PACE–BenchmarkPortal Partnership
  • Hot topics
  • Research plus practical advice
  • Input always welcome!!
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PACE – BenchmarkPortal Courses

Certification Course List Price Discounted 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

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PACE – BenchmarkPortal Courses

Certification Course List Price Discounted 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

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Quality Assurance

How to Run a Successful QA Team Start to Finish

February 19, 2019

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Subject Matter Experts

Dee Buell Debbie Frazier

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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
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10

Getting Started

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Polling question

  • Do you have a Quality Assurance Mission

Statement?

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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
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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.

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Your QA program can provide business intelligence to other departments in your organization.

QA Partners With Other Departments

  • 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

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Polling question

  • Are you satisfied with your QA processes?
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57% 43% Yes No

Are you satisfied with your current Quality Assurance process?

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Process Design Tools Calibration Resources Time 26% 19% 19% 16% 12% 7%

Why are you not satisfied?

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Challenges

  • No formal quality program exists
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  • No formal quality program exists
  • Supervisors are responsible for the quality program

Challenges

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  • No formal quality program exists
  • Supervisors are responsible for the quality program
  • Quality monitors are not scored

Challenges

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  • No formal quality program exists
  • Supervisors are responsible for the quality program
  • Quality monitors are not scored
  • Low volume of quality monitors

Challenges

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  • 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

Challenges

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Current QA Function

  • Quality goal is established & understood

Establish a goal of monitors to complete

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  • Quality goal is established & understood

Establish a goal of monitors to complete

  • Screen and Audio are captured

Current QA Function

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  • Quality goal is established & understood

Establish a goal of monitors to complete

  • Screen and Audio are captured
  • Immediate feedback

Current QA Function

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  • 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

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  • 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

Current QA Function

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Know Your Baseline

  • Create the monitor form
  • Pilot the new form and/or changes to the form
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  • Create the monitor form
  • Pilot the new form and/or changes to the form
  • Agent buy-in is critical

Know Your Baseline

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Agent Involvement Is Key

Don’t waste the opportunity for front-line insight available at no extra cost to the business.

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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
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  • 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

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  • 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

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  • 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

Know Your Baseline

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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
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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
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Do you hold calibration sessions? Calibration Session

77.2% 22.8%

Yes No

BenchmarkPortal One Minute Survey

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  • How frequently do you hold calibration sessions?

16.0% 20.0% 40.0%

4 times per month/weekly 2 times per month 1 time per month

Calibration Session

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  • 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

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Quality Calibrations

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“QA can do calibration sessions if they want to. In this room, what I say goes.”

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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
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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

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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

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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

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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

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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

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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

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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
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Course Offering

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QUESTIONS?

BruceBelfiore@BenchmarkPortal.com

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