Quality management systems help organizations consistently meet customer and regulatory requirements by establishing and maintaining effective processes and controls.Quality Management System
Companies must monitor their agents' interactions with customers to improve the quality of customer support services and increase sales. This article will examine the three main components of quality monitoring: recording, survey capabilities, and customer feedback capture.
And how a single solution can manage all this without switching between multiple platforms to check, log, and provide feedback.
If you are wondering which solution can do all this and more, let us tell you we are talking about Convin’s quality management platform. Our solution provides a consolidated view of customer interactions and feedback captured across call and video conferencing platforms for both live and recorded calls.
We collect and organize customer feedback, identify key issues and trends, and use this information to improve your real-time customer experience.
But more on this later.
First, let us understand the total quality management approach, its importance, and current call auditing systems.
As companies increasingly compete based on their customer experience (CX), call performance is becoming a critical business focus as it contributes to sales and customer success stories.
Many companies think workforce management systems(WFM) can help ensure you have the right number of employees on hand to meet demand—so customers are never left waiting when they call your company.
But WFM functionality only covers part of what it takes to ensure quality customer service, where quality management (QM) comes in!
Using a quality system or a platform like Convin, you can record sales conversations, analyze them, and review them on a single platform. And after you have screened the call, the reports get automatically sent to the concerned representatives without any effort from you.
So what does this mean for you?
Most importantly, faster feedback would mean your reps are improving their performance faster and no echolalia tasks and time wastage. Let’s understand this in further detail.
No matter the industry, any company with a customer-facing organization benefits from successful and happy employees. And to ensure that, you need to obviously check how your customer-facing team is interacting with your customers:
A QMS solution like Convin will help you answer these questions and more by capturing your sales call analytics.
Are you thinking about how a single phone call can be so important?
Well, how your client-facing staff interacts with your customers greatly impacts whether or not they will buy from you again. In fact, studies have revealed that the success of your call center is generally connected to the performance of staff members who work there.
This makes perfect sense when you consider how much brand loyalty plays into this process!
Customers are more likely to return for repeat business When they are happy with their working relationship with company employees. And remember how much repeat business contributes positively to growth!
In short, effective contact center quality management and your sales engagement affect your bottom line in a major way: it leads directly to revenue growth and overall financial success.
Now that you understand the need for this indispensable solution to improve your business’s CSAT score and customer loyalty. Before jumping to its customer satisfaction-stimulating features, let’s see how calls are audited.
Quality assurance in call centers is crucial for ensuring customer satisfaction and maintaining a high level of service quality.
However, it comes with its own set of challenges. Here are some common challenges faced in call center quality assurance:
Call center agents come from diverse backgrounds and skill levels, resulting in inconsistent service quality across the team. This can affect customer satisfaction and overall performance.
Managing many customer interactions, including calls, chats, and emails, can overwhelm quality assurance teams, making reviewing and evaluating each interaction thoroughly challenging.
Quality assurance processes often rely on subjective judgments, as different evaluators may interpret service quality differently, leading to potential assessment biases.
The process of reviewing and analyzing customer interactions can take time and effort, potentially causing delays in providing feedback and coaching to agents.
Maintaining consistent quality assurance practices and standards can become increasingly difficult as call centers expand or add new communication channels.
Outdated or inefficient quality assurance tools and systems can hinder the effectiveness of the quality monitoring process, impacting the overall quality of service.
Ensuring agents adhere to company policies, regulations, and industry standards can be challenging. Additionally, adapting to changing customer expectations and communication channels requires continuous adjustment of quality assurance practices.
Quality assurance processes in a call center is a set of systematic activities and procedures to ensure that customer service meets specific quality standards and expectations.
These processes are designed to monitor, evaluate, and improve various aspects of call center operations, aiming to deliver exceptional customer service. Here are some key quality assurance processes in a call center:
Call monitoring involves systematically and continuously listening to or reviewing customer interactions (phone calls, chats, emails) between agents and customers.
Quality assurance teams or supervisors assess these interactions based on predefined criteria to evaluate agent performance, script adherence, policy compliance, and overall service quality.
Scorecards are structured evaluation forms or checklists used to assess individual interactions or agent performance.
They typically include specific criteria such as greeting, empathy, problem resolution, and compliance with regulatory requirements. Each criterion is assigned a score, and the cumulative scores help gauge overall performance.
Many call centers record customer interactions for quality assurance purposes. These recordings can be reviewed later to analyze agent behavior, identify areas for continuous quality improvement, and resolve customer disputes. It also serves as a valuable training tool.
After evaluating interactions, quality assurance teams provide feedback to agents. Constructive feedback helps agents understand their strengths and weaknesses, allowing them to improve their performance.
Coaching sessions may be held to address specific issues and provide guidance on better handling customer requirements.
When quality issues or recurring problems are identified, call centers may conduct root cause analysis to determine the underlying causes.
This process involves a deeper investigation into the reasons behind service quality issues and implementing corrective actions to prevent a recurrence.
Quality assurance processes often involve tracking and analyzing performance metrics and KPIs, such as average handling time, first-call resolution rate, customer satisfaction scores, etc. These metrics help measure the call center's and its agents' overall effectiveness.
To ensure consistency and fairness in evaluations, quality assurance teams hold calibration sessions where evaluators discuss and align their assessment criteria and scoring methodologies. This helps reduce subjectivity in the evaluation process.
Based on quality assessment results, call centers provide agents with targeted training and development opportunities. This can include additional training sessions, workshops, or e-learning modules to enhance agent skills and knowledge.
Quality assurance is an ongoing process that involves continuous monitoring, analysis, and improvement. Call centers regularly review and adjust their quality assurance processes to adapt to changing customer expectations, industry standards, and business needs.
Customer feedback is valuable in assessing service quality. Call centers may integrate customer feedback, surveys, and complaints into their quality assurance processes to address issues and improve the overall customer experience.
In a call center, quality assurance (QA) roles and responsibilities are critical to ensuring that customer service is delivered at a high standard and complies with company policies and standards.
These roles typically involve a team of professionals dedicated to monitoring, evaluating, and improving the quality of customer interactions.
Here are common QA roles and their associated responsibilities:
There are many ways the calls can be audited in a high-call-volume sales and customer support agency; here are the most popular ones in place right now:
Call auditing agents listen to pre-recorded calls of the agents for agent call performance and customer responses, which takes twice the time of the call.
To succeed with quality manual auditing, they toggle between the recording software and the Google Sheets to note their feedback which they then compile and send to the agent through the mail.
Automated quality management allows the sales enablement team to focus on high-value tasks (such as training or coaching) instead of overseeing every little detail during a call.
AI-powered tools collect, analyze, and provide insight into customer and agent interactions. It includes automated call scoring using several NLP techniques.
Customers want to communicate with brands in the most convenient way for them. More and more people use chat via Skype or SMS to communicate with businesses and industry professionals.
Here, quality management systems analyze the interaction between the customer, agent, or bot through all these channels.
It simply unlocks the potential hidden in any statistical data, giving your business an upper hand on success by making operations much more effective and efficient than ever before.
Analyzes the call after listening and understanding the tone of the conversation, interruptions, pauses, sentiments, actions, etc., to assess the interactivity of the conversation.
Afterward, it provides training suggestions based on its assessment cues and score.
Enterprise Quality Management ensures that all departments throughout your company communicate. It is vital during those times when a business needs the help of other departments to reach the goals set forth for them by its management.
For example, if providing excellent customer experiences is a priority for your organization, everyone from HR to BDR must understand why it matters and embrace the opportunity.
This means that quality management must work alongside every department to fulfill this business goal successfully.
Convin is a quality management system software that doesn’t claim to solve your contact center woos but resolves many challenges with a few capabilities. Multichannel support, faster response times, real-time guidance, and personalized service are some areas that Convin can help with.
By employing automated tools and influencing agents' performance, increasing CSAT by up to 27% is only a matter of time.
Let’s dive in and learn how Convin can help boost customer satisfaction.
With the quality management system, you can audit many sales calls and send reports from the same platform, which reduces auditing time compared to the traditional method, where call auditors use different platforms to record, audit, and send reports.
Create your own training materials, assign deadlines, and track your call center agents' overall improvement.
Regular evaluation of each customer service representative will help determine if they need more training or coaching. Quality management is an ongoing process wherein agents get regular check-ups to ensure they are still settling in well and remaining competent at their jobs.
Enhance your call center’s agent performance metrics by transcribing, monitoring, and analyzing calls, chats, and emails via Convin. Boost CSAT by 27% and reduce ramp-up time by 60%.
Implement 100% automated quality assurance and carry out 100% compliance monitoring. Convin shoots your agents’ performance to new heights and, as a result, helps you achieve lower customer service representative ramp-up and heightened CSAT.
One aspect of a call that can ruin customer experience is unsolicited agent behavior that negatively impacts clients. Wrong information, unresolved grievances, long hold times, incorrect knowledge, and more are timely caught by Convin’s tool and alert the management team for corrective actions.
Real-time coaching aids in training agents during calls. Agents can be coached during live calls with various features, including suggestions, battlecards, guided scripts, access to the knowledge base, etc.
Improves customer retention by monitoring 100% of interactions, which helps an entrepreneur evaluate how well an employee interacts with the customer, bringing accountability to the agents for retaining customers.
Convin monitors and analyzes 100% of calls automatically based on custom parameters set by your organization. The conversation analysis offers winning behavior identification and last-mile automated agent coaching.
Convin’s quality management system software tool automatically reviews 100% of customer calls using custom call evaluation forms and spots agent performance challenges and unhappy customer conversations. Through automated quality management, call center managers and QA generate call scores that help audit more calls with the same number of quality assurance (QA) managers and establish coaching needs and staff dissatisfaction.
With the help of conversation insights and deal status, Convin presents parameters that drive positive and negative outcomes for the business. Spot violations, winning parameters, customer sentiments, and threats to take proactive measures before the customer calls.
Agent Assist aids in the call center quality management system by providing real-time guidance and support to customer service agents during interactions. It ensures that agents follow best practices, maintain compliance, and deliver quality customer service. With features like guided scripts, proactive alerts, and dynamic battlecards, it equips agents with the tools to handle various scenarios effectively, making it an invaluable asset for improving agent performance in call centers.
The integrated knowledge base stores all documents the auditing or documentation team uploads. Agents can search for phrases to quickly find the most accurate answers and procedures, ensuring prompt and precise responses to customer queries.
Automated quality management software enhances call center operations by efficiently monitoring and analyzing customer interactions. Unlike manual methods, this free software covers 100% of conversations, providing immediate feedback, flagging compliance violations, and enabling personalized customer service.
Customizable scoring templates and omnichannel support ensure comprehensive quality assurance and elevate customer service quality, making it an essential tool for call center success.
At Convin, we understand the customer and call data security important; that’s why we ensure your data is entirely secure and safe in our in-house transcription and NLP engine. We guarantee all data security in the following ways:
1. What is QC in BPO?
QC in BPO (Business Process Outsourcing) stands for "Quality Control." It involves monitoring and assessing the accuracy, efficiency, and compliance of processes within a BPO organization to ensure they meet predefined standards.
2. What is the role of quality in a call center?
The role of quality in a call center is to maintain and enhance the overall customer service experience. Quality ensures that agents provide accurate, efficient, and consistent customer assistance, increasing customer satisfaction and loyalty.
3. What is QA for customer service?
QA (Quality Assurance) for customer service involves processes and practices aimed at monitoring, evaluating, and improving the quality of customer interactions in various channels, such as phone calls, chats, and emails. The goal is to ensure customer service meets or exceeds established standards and aligns with company objectives, ultimately leading to positive customer experiences.
4. What is an example of a QMS system?
A quality management system example is ISO 9001, a widely used international standard for quality management in various industries.
5. What are the 4 types, 7 principles of QMS, and 12 elements of quality management system?
The 4 Types of QMS are ISO 9001: Quality Management System, ISO 14001: Environmental Management System, ISO 45001: Occupational Health and Safety Management System, and ISO 27001: Information Security Management System. The 7 Principles of QMS are Customer Focus, Leadership, Engagement of People, Process Approach, Improvement, Evidence-Based Decision Making, Relationship Management, and 12 Elements of Quality Management System (based on ISO 9001) are Leadership and Commitment, Quality Policy, Planning, Risk-Based Thinking, Support, Operation, Performance Evaluation, Monitoring and Measurement, Continual Improvement, Customer Focus, Engagement of People, and Process Approach.
Align with business objectives, ensure consistent, high-quality customer support, enhance agent training by defining agent guidelines and procedures, and boost customer satisfaction.