Automated Quality Management
Hi, have we met? I’m your friendly Conviner, your call center terminology assistant at your service.
The origins of call center automation can be traced back to the early 1970s!
1. What Is AQM (Automated Quality Management)?
Automated Quality Management (AQM) uses technology to track, evaluate, and improve the quality of business processes. It automates quality checks, making sure everything runs smoothly and consistently. AQM helps reduce the need for human intervention, improving accuracy and ensuring products or services always meet quality standards.
Key Parts of AQM:
- Automated Monitoring: Keeps track of quality in real time.
- Data Analysis: Provides insights to help improve quality continuously.
- Quality Standards: Ensures that all processes meet established quality guidelines.
How Automated Quality Assurance (QA) Works
Automated quality assurance (QA) uses software to perform quality checks automatically. Instead of relying on humans to test products, automated QA tools handle testing, track performance, and catch any errors. This helps businesses deliver high-quality products faster and with fewer mistakes.
2. Automated Quality Management vs. QA Automation: Key Differences
QA Automation focuses on automating testing to make sure products meet quality standards before they are released to customers.
Difference Between AQM and QA Automation:
- Scope: AQM covers the entire quality process, while QA Automation is just about testing products.
- Data Usage: AQM continuously uses data to improve processes, while QA Automation mainly looks at test results.
- Application: AQM can be applied across many business functions, while QA Automation is mainly used in product development or software testing.
3. Benefits of Implementing Automated Quality Management
- Improved Efficiency: Automation speeds up quality checks and makes processes more efficient.
- Real-Time Data: With AQM, businesses get instant updates on performance and quality, helping leaders make quick decisions.
- Cost Savings: Automating quality management reduces labor costs and makes operations more efficient.
- 100% call coverage: Unlike manual auditing, which can only evaluate a limited number of calls, an AQM framework can evaluate each interaction as soon as it is over.
- Ensure regulatory compliance: Having every compliance violation flagged is a dream come true for call center managers. With AQM, flagging each compliance violation becomes a reality since each conversation is evaluated.
4. Real-World Applications of Automated Quality Management
- In Customer Service & Call Centers: AQM monitors customer interactions, ensuring agents meet quality standards. Automated systems analyze conversations, sentiment, and protocol adherence, improving service consistency.
- In Manufacturing: AQM monitors production lines, identifying defects early and ensuring that products meet quality specifications.
- In Tech & Software: Automated QA tools are used to test software, ensuring quality before release by automating the testing of different use cases and error scenarios.
That’s it for now. This is Conviner, signing off!
