February 12, 2021

6 Roles Analysts have for Quality Assurance for Call Centers

As the demand for quality customer service increases, call center managers are constantly bombarded by Quality Assurance companies. Those companies propose to smooth out the so-called “bumps in the road” often experienced when managing QA in call centers. This article is going to look at the quality analyst job description, and requirements.

Despite the flashy websites, impressive resumes, and long lists of repeat clientele, it is most important to know what you want and how a particular Call Center Quality Assurance Company will meet your requirements. With that said, why would you bother evaluating 100% of your calls when a highly reputable company like Call Criteria uses dynamic algorithms and a dedicated team whose sole existence relies on your success and agent growth?

While we’re busy reviewing and analyzing your agents’ performance, you could be busy reallocating those resources to take steps and coach and re-train your agents using actionable data made available to you.

So what are the Roles of Analysts for Quality Assurance for Call Centers?

Generally, the responsibilities of a quality analyst or quality management professional are to measure compliance against established expectations of agent behavior. Therefore improving user satisfaction.

Call center QA requirements will differ depending on your business. Each will have its own quality guidelines and quality assurance standards.

That can be anything from communication skills, following scripts, meeting the user expectations (the caller), ensuring they are professional, etc. Anything that you feel is essential skills for your agents and customer service team, quality analysis agents will check.

Therefore, if your business is compliance-oriented, your call center quality assurance team will evaluate your agents’ behavior against a scoring form. If, on the other hand, customer experience takes reign as the main concern of your business, your quality analyst might then use tools that survey your customer’s experiences directly using phone and email surveys. Listed below are the main roles of a quality analyst for call center quality assurance.

1. Monitoring calls

Your call center processes a lot of customer requests throughout the day. Therefore, to ensure that your call center agents are interacting with customers in accordance with your company’s set guidelines and are serving your business’ best interest, quality analysts will monitor calls to measure performance and facilitate your business’ strategic objectives and requirements
A quality analyst may listen to calls in 3 ways; live, recorded, and side by side while communicating feedback to encourage and discourage certain practices. Quality analysts basically work on a continuous process of evaluating and identifying key behaviors and defects that drive, or reduce, sales, and improve customer experience.
Monitoring Calls
In the case that a quality analyst detects broken internal processes, skills gaps, and poor workforce scheduling, it is his/her role to make an informed decision on how to bridge the gap, improve the workforce scheduling, correct broken internal processes, and even alert other areas of the organization that will be impacted by these changes.

2. Assess agent performance

Your call agents are at the front line of your business in terms of effectively representing your products, resolving issues, and answering customers’ questions. But do they show enthusiasm when talking to your customers? Are they friendly and knowledgeable? Most importantly, can they effectively close a sale?
The above-mentioned factors make a huge difference when it comes to customer interactions. Therefore, to facilitate high-level customer service, a quality analyst will assess agent behavior, counsel, and coach them to reduce negative customer experience, wastage of time and resources, and agent attrition. A quality analyst will also assess your agents’ interaction with customers against a set of quality standards, including subjective components such as soft skills and courtesy.
Perhaps one of the most challenging tasks, however, is identifying historical trends through data analysis, which can help you determine which agents require more attention and those that require less. Call Criteria can do just that by identifying those agents who require increased coverage and analysis.

3. Monitoring trends

An analyst will study what other firms within the call center industry are practicing to improve customer relations. The analyst can then take the acquired information and incorporate it into a customized solution for your business. Staying on top of industry trends will help your business optimize customer relations and outperform competitors.

It is essential to monitor trends within your own call center(s) on an internal QA level, such as month over month agent performance metrics and top missed points at the agent or organizational level. Below are some highly dynamic tools that can be used to analyze and monitor trends with a 3rd party Call Center QA option like Call Criteria:

4. Technological responsibilities

Since call center technology is constantly evolving, it can be difficult to keep track of all the changes. Therefore, a quality analyst takes the load off your back by identifying and implementing tools targeted towards improving internal processes within your business, identifying the quality of customer experience, and your business’s general performance.

QA analysts for call centers will also use statistical methods to take proper samples of calls received by your agents and then create a report from the study results. For instance, a call center QA analyst will listen in on every agent at least three times a day but randomly choose particular calls for monitoring. Plus, tech-savvy monitoring software availability means that they don’t always have to listen to live phone calls and can instead record phone calls for monitoring later.

In particular, the latest development in call center technologies includes speech analysis software, a program that can detect minute changes in a speaker’s voice, thus adding a human element to your IVR or IVM system. Therefore, a call center QA analyst would integrate this speech analysis software into your system to soften the edge of your automated responses and ultimately put you in a better position to provide a positive customer experience.

Something else to seriously consider is whether or not the call center QA provider you’re looking to hire can integrate with your current dialing technology as seamlessly and painlessly as possible, as well as whether or not they have the capacity for API integration and can complement your existing tools and technologies.

5. Competitor call center analysis

A competent quality analyst from an equally competent firm like Call Criteria will objectively compare your company with your competition. He/she will provide an impartial means to measure your company’s strengths and weaknesses against your competitors in the market.

Once your main competitor is identified, the call center QA will create a competitive analysis program and be set to communicate with you regularly. A well organized competitive analysis program can keep your business ahead of the rest and make your contact center the best in the market

6. Design evaluation programs

Depending on your company’s objectives, a quality management and development team may be responsible for picking the most effective performance metric for your business to analyze. He/she could decide to count the number of times an agent uses the customer’s name (this helps to add a touch of personal attention), or the QA could compare call center agents’ performance to the standard scripts for calls.
Either way, your quality analyst should be able to identify the most effective way to evaluate performance.
From the above list, it is clear that a quality analyst’s main roles are to evaluate and score agent to customer interactions to identify key behaviors that drive sales and improve customer experience. These roles have significant benefits to the general well being of your business; the benefits include:

  • Business risk reduction
  • The improvement of your overall contact center performance
  • The improvement of call, voice, and email quality made by your agents
  • A continuous improvement in your contact center’s processes – internal and external
  • Reduction of agent attrition
  • Highlighting areas of risk within your business
  • Identifying and addressing potential customer interaction issues
  • Increased customer satisfaction and improved sales closings

Conclusion

In today’s increasingly competitive market, having a specialist measure and analyze your center’s compliance against your set standard of quality is the closest you can come to cracking the secret to perfect customer experience and removing defects.

For this reason, Call Criteria is here to work on your behalf to make sure the job gets done the right way. Contact us today for call center quality assurance. Find out exactly how we can significantly help improve your call center and agent performance with unmatched experience and state of the art technologies to ensure compliance and customer satisfaction.

STILL HAVE QUESTIONS?

Further Information and FAQs

Call center quality assurance can be the backbone for a company. It is one of the ways to interact with customers one on one and get direct feedback.. You need to get call center quality assurance to

  • Maintain quality standards

Call quality monitoring instills good call center practices in employees over time. The process takes time to get streamlined, but with constant monitoring and reinforcement call center agents learn to handle all kinds of customers.

  • Customer retention

Call center managers understand that the cost of acquiring new customers is higher than retaining an existing customer. Managers have to boost call center quality assurance to prevent customers from switching to competitors.

  • Customer experience

Seamless customer experience is when call center agents are able to provide quick and helpful assistance. They have to be trained for this purpose, which is possible through call center quality assurance.

  • Adhering to compliance

Monitoring calls can help a business to ensure that the call center agents are adhering to the compliance norms and ensuring customer privacy and security.

  • Improve call center quality assurance metrics

Monitoring service agents automatically improves the call center quality assurance metrics. Measuring call center metrics is a crucial aspect.

Reach out to specialists like Call Criteria. We are dedicated to helping you get unmatched performance.

There are a few common metrics that every call center quality assurance company uses. These are –

Speed of Answering – The average speed of answering phone calls (ASA) measures how fast the call center agents answer customer calls.

First call resolution – This metric tracks if agents are able to resolve customer’s issues in the first call, or if multiple calls are required.

Average handle time – The average time taken to successfully settle a call is a measurable metric. Low average handle times with low customer satisfaction is considered negative. The key is to resolve the issue completely.

Customer satisfaction score – This is the score that the customer gives measuring his satisfaction level from 1 to 10.

Net promoter score – This metric measures how likely a customer is likely to refer you to someone else. It is the loyalty score based on customer relations.

There are many more metrics that can propel your call center to do much better. Ask us for more.

Call center quality assurance looks at both – quantitative and qualitative metrics.

There are ways to measure qualitative methods that enhance customer experience, as well.

Here’s how our call center QA will help your agents –

  • Cultivate empathy – Agents who are interested in solving customer’s queries flexibly have cultivated empathy for the customer’s problems. QA’s work hard to instill this quality.
  • Go above and beyond – Agents who can make the caller engage in conversation and feel appreciated and valued have reached the peak of their optimum training.
  • Meet customer’s needs through sales – Is the agent able to fulfill the customer’s needs through the call? If the customer takes more than what he was expecting, it is excellent customer service.
  • Follow company procedures – The agent needs to be aware of the standard procedures and compliances, and adhere to them professionally while speaking to the customer.

These are the top skills for a QA analyst to have for excellent service –

  1. Analytical approach to problems
  2. Perceptive eye for improvements
  3. Discerning of metrics that need improvement
  4. Diligent about rapid changes in the business
  5. In-depth understanding of the business
  6. Exceptional communication skills
  7. Empathy
  8. Curiosity to research issues your agents witness
  9. Motivational to agents
  10.  Coaching skills