New to quality assurance?
It’s a fundamental process for any business to stay on top of its game. A QA program enables you to spot flaws in your customer service and cultivate improvements, preventing said issues from becoming an ongoing problem.
But you can maximize the effect of your quality assurance program by using coaching and learning tools too. Combining the three creates a complete, streamlined process for enhancing your team’s performance: Identify mistakes, encourage workers to grow and assign training to suit each employee’s individual needs.
Sounds good, right? Let’s take a closer look at the main benefits you can expect to see.
Taking Customer Interactions to the Next Level
Are you satisfied with the level of customer service your team delivers during interactions?
If not, take action to fix this — fast.
Why? Because consumers are less tolerant of poor service than ever: 92% questioned in a survey claimed they would stop doing business with a brand after just three or fewer negative experiences.
But you might not even get those second or third chances with 26 percent of these, who actually turn to a competitor because of a single example of poor service.
Fortunately, implementing a quality assurance program into your everyday operations helps reduce your business’s danger of shedding customers. Your QA analysts will monitor interactions across all channels (calls, live chat, emails, etc.) and measure performance based on certain metrics.
This data offers a deep insight into your customer service team’s strengths and weaknesses. Figure out where they’re doing wrong and which actions you should take to put things right.
Coaching and learning tools empower managers and team leaders to do this. Coaching sessions focus on providing employees with personal support and encouragement to improve, based on data pulled from the QA process.
Your Learning Management System (LMS) allows you to assign training to individual workers, enhancing certain skills or working methods addressed in coaching sessions. Your learning library should feature content covering various areas, to give your agents all the assistance they’ll need to stay at their best.
Boosting Your Team’s Productivity
Your quality assurance program reveals more than just the standard of customer interactions in your business. It shows whether your team’s productivity aligns with expectations.
Measure performance with such metrics as Average Handling Time, Call Resolution Rates, Active Waiting Calls and Average Response Times. These tell you whether your agents are taking too long to resolve customers’ problems, complete interactions and how many people are left waiting.
This latter metric, in particular, should be a priority — research reveals customers will abandon an interaction after 90 seconds on average. And beware of subjecting them to music while they wait too, as this can make 15 seconds feel like 30.
Of course, productivity problems could be caused by various factors. Your team may be understaffed. Your phone and internet systems could be weak, causing connectivity issues. Your CRM tools might be clunky and confusing, slowing employees down when they’re trying to find customer details or data relating to past interactions.
These technical difficulties can all be fixed, but if productivity flaws are down to human error, your coaching and learning tools can be used to achieve positive changes.
Sessions may focus on communicating more clearly to diagnose problems sooner, improving self-organization to reduce time spent on interactions, etc.
Related Article: Five Coaching Tips for Contact Center Agents that Work
Strengthen Your Customer Service Based on their Feedback
The quality of your customer service can make or break your business. Too many bad interactions will put people off and they may end up warning others to stay away from your brand in the future.
Your quality assurance program gathers data related to your customer experience, showing how effective your team’s hard work actually is. Analyzing the Customer Satisfaction Score and Net Promoter Score provided by consumers after interactions offer a valuable insight into their views.
Both scores can be matched to their interactions, which should be explored to understand what went wrong (or right). Create Coaching and Learning sessions that address the causes, providing the advice, guidance and knowledge workers need to improve.
All this time and effort will pay off when customer satisfaction and loyalty increase. Not least because retaining customers can save you money, being between five and 25 times less expensive than acquiring new ones.
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Build a Better Team Overall
Coaching and learning tools empower businesses of all sizes, across all industries, with the means to build a better customer service team.
You’ll have a wealth of data on each agent’s performance from the quality assurance process, showing exactly where everyone has to improve to meet expectations. Team leaders can offer valuable support and encouragement, motivating employees to achieve specific goals.
Over time, agents will build the skills and acquire the knowledge they need to fulfill their potential. Common problems and obstacles identified through evaluating interactions will be eliminated (or, at least, reduced).
And, crucially, maintaining an ongoing quality assurance process ensures consistency — reducing the risk of agents falling on bad habits again in the future. Any other issues that arise can be dealt with by creating new learning sessions, while custom quizzes may be assigned to workers to test their knowledge and determine if they need a refresher course.
As you can see, there are some fantastic reasons to incorporate QA, coaching and learning tools into your business’s everyday operations. It may seem like a big change — always a daunting prospect for new companies on tight budgets — but you could see real, lasting results sooner than you think.
All three tools work harmoniously to help employees achieve their potential and nurture a quality-focused company culture. Workers can communicate and collaborate in our platform too, sharing insights and ideas, encouraging colleagues to push themselves.
This connects employees at all levels, making it easy to overcome both individual and group issues.
Can you think of any other reasons to add Coaching and Learning facilities to your QA tool? What advice would you offer other businesses starting to utilize all three tools? Share your thoughts below!