To analyze all these data, companies can choose either traditional or automated quality management processes.
In this article, we'll be comparing the automated and traditional approaches. The intention of the article is to help in making the decision to opt for a digital transformation of your call centre’s quality management process.
Extent of Evaluations
Every customer call is much different from the other. Customer A could be hot-tempered but calling about a simple issue. Customer B could be mild-mannered but calling about a complex issue. It is impossible to make a correct evaluation of the customer care representative’s performance from their responses to customer B alone.
This is what makes automated quality management important. With automation, you can obtain detailed analytics of every call your call center receives. The increased insights allow you to make better decisions towards customer satisfaction.
Lead Time for Performance Evaluations
Traditional quality management takes time. QA inspectors, no matter how diligent they may be, can only review a few calls one parameter at a time. Manually reviewing agents one after the other takes up an awful lot of time.
Agents under review, if flawed, will continue to work with those flaws. And even worse, agents in line for review continue to work with undetected flaws. All of these may negatively impact your business.
With automated quality management, you can review your agents in much shorter times, detect and remedy flaws before much damage is done.
Objectivity of Evaluations
With traditional human QA inspectors, there is the ever-present risk of bias. It is not uncommon for an employee to get a bad review for rubbing an inspector off the wrong way. Even worse, flawed call agents could get pass marks and would continue to undermine your customer experience metrics.
With automated quality management processes, there are no such risks. Algorithms do not have emotions and will evaluate purely based on facts only. The more objective the assessment of your call agents are, the easier it is for you to spot flaws and remedy them.
Overall Customer Satisfaction