Contact Center Analytics: A Comprehensive Guide to Quality Assurance (QA ) and Analytics — Part 5

What is Quality Assurance in a Contact Center?

Customer acquisition and retention heavily rely on the service type and quality experienced by customers. Therefore, Quality Assurance (QA) becomes a crucial practice in Contact Center businesses to meet the business metrics influenced by customer interactions.

There are various products like Qualtrics, RingCentral, Genesys, NICE and others in the Market that captures this information.

If you haven’t had the chance to explore Part 1 , Part 2, Part 3 & Part4 of our article, we encourage you to start there for essential insights before delving into this chapter

How Does Quality Assurance (QA) Work?

Quality Assurance (QA) within contact centers revolves around two key aspects: customer experience and employee satisfaction. It involves monitoring all customer interactions and setting benchmarks to assess service quality. Additionally, it concentrates on evaluating agent satisfaction and performance in the workplace. The various metrics measured encompass call monitoring, call drops, call duration and resolution times, daily agent performance, call volume handled by agents, adherence to schedules, and shifts, among others.

What are the Functions of QA in Contact Centers?

Quality is fundamental to business and growth, and its importance is evident in its direct influence on baselines and revenues. Surveys and business experiences consistently highlight that companies with superior QA practices tend to have increased customer satisfaction and revenue growth.

Now, let’s delve into several Key Performance Indicators (KPIs) that hold relevance for a Contact Center from a QA standpoint.

Quality Assurance — Management Dashboard

QA metrics are typically measured over specific time periods rather than in real-time. These metrics can be categorized into Overall Metrics and Agent Performance level Metrics.

Count of Evaluations:

Contact center agents receive periodic surveys about their work experiences and daily tasks. These evaluations gauge the frequency of feedback gathered at the contact center and provide insights into agents’ perspectives on the impact of the Contact Center and Leadership’s policies on their daily activities.

Count of Reviewers:

Surveys conducted under organizational leadership are assessed by assigned reviewers responsible for interpreting the results. Reviewers evaluate agents’ survey responses, enabling the business to take necessary actions based on the evaluations.

Average Score:

Reviewers assess agents’ survey responses by scoring them, allowing for quantifiable insights into agents’ responses and work performance.

Average Score by Timeframe:

Monitoring historical scores from periodic surveys helps Contact Centers track trends in improvements or concerns regarding agent work quality and satisfaction levels.

CSAT Trend:

Customer Satisfaction (CSAT) scores reflect the rate of positive experiences customers have during their interactions with the business. Tracking the Customer Satisfaction Trend provides ratings of customers’ satisfaction over specific periods, forming the foundation for understanding the success or challenges within the Contact Centre.

Satisfaction Score by Agent:

Collating and measuring customer feedback for interactions with agents generates satisfaction scores at each agent level. This helps identify top-performing agents and those who may require attention for enhancing overall customer experiences.

How Can Dataplatr Help?

Dataplatr excels in providing Advanced Contact Center Analytics solutions, harnessing the capabilities of Google Cloud Platform (GCP), Snowflake, Databricks and AWS. Our expertise enables tailored analytics solutions that optimize contact center operations and elevate customer experiences. Leveraging the Cloud, we offer a robust framework for implementing cutting-edge analytics tools, providing businesses with profound insights into call specifics, agent performance, and overall productivity.

Conclusion

At Dataplatr, our commitment lies in delivering cutting-edge Contact Center Analytics solutions powered by Google Cloud Platform (GCP), Snowflake, Databricks and AWS. Our expertise empowers businesses with tailored analytics tools that optimize operations and enrich customer experiences. By leveraging Cloud technology, we provide profound insights into call specifics, agent performances, and overall productivity, enabling businesses to thrive in the realm of customer-centricity.

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