Your quality assurance analysts play a critical role in helping your service agents, team leaders and managers perform to a higher standard. Your customers have certain expectations that must be met and exceeded to stay successful.
For example, more than half of customers feel a personalized experience based on previous interactions with a business helps secure their loyalty.
Understandably, keeping consumers satisfied involves a lot of work — and your analysts may be overwhelmed. Unless they have access to the right tools.
Analysts’ work is streamlined by effective QA software, empowering them with all the most up-to-date actionable data required to build a solid strategy. In this post, we’ll look at how you should be managing workloads to boost your quality analysts’ effectiveness and team productivity using innovative tools.
Automatically Assign Tasks to Analysts
QA analysts undertaking a comprehensive quality-assurance program for a call center with dozens of employees have a wealth of interactions to evaluate, feedback sessions to plan and more. Keeping track of which analyst is responsible for which task should be easy, and effective QA software makes it so.
Depending on the number of analysts available, you may need to assign one to multiple workloads. They must be able to jump from one to the other easily through an intuitive user-interface, and this should be easy for members of management to do.
This process reduces the amount of admin time required, leaving managers, team leaders and admins more free time to focus on other tasks. It also eliminates the risk of the same interactions being evaluated unnecessarily, maximizing analysts’ time-effectiveness.
The best productivity and management tools automate as many minor tasks as possible, cutting non-essential steps out of your everyday processes. Furthermore, customer interactions will be distributed to analysts automatically, to help keep the quality-assurance process fair. There’s no danger of presenting a diluted view of the customer experience.
Which, conveniently, leads on to our next point …
Random Assignments to Maintain Transparency
When managing workloads, all customer interactions should be distributed to analysts randomly, without them being involved in the selections in any way.
At a basic level, automating the distribution process leaves analysts more time without having to scour a list of interactions themselves. It prevents any other employee in your office doing it too.
But most importantly, random assignation of customer interactions reinforces the fairness of the entire QA program: as analysts have no need or way to get involved in the assignation process, they’re unable to pick and choose interactions based on bias.
That means no favoritism or prioritizing a friend who may need to be made to look a little better.
Random assignation cultivates a more authentic, balanced insight into your entire customer-service team’s performance and customer experience overall — which would not be the case if analysts continually focused on just one or two agents repeatedly.
Finally, this element of randomness encourages customer service agents to perform at their best in every interaction. How so? Because if they were told which interaction would be monitored and used to measure performance, they’d be able to essentially ‘switch it on’: exaggerating their efforts for a brief time, before resorting to their standard level of service once the interaction ended.
Again, this translates to a truer representation of your agents’ work as a whole.
Random interactions mean more of your agents will receive feedback and coaching based on their own performance too, which is extremely conducive to boosting employee engagement. This fantastic infographic shows that 43 percent of highly-engaged employees are given feedback on a weekly basis or more often, so make it a regular fixture.
Track Progress with Real-time Reports
Reports cover different aspects of your call center or customer service department’s work. Numerous reporting options should be available to accommodate the different data-centric needs required. For example, if you wish to review the number of assignments created in a specific period (say, a week) a report covering this exact information should be available.
You should be able to view the progress your analysts are making through their workload quickly, to identify which are performing to the highest and lowest standards. While your analysts are responsible for evaluating others’ work and development, they’re not isolated from the review process themselves.
You can gather data from effective reporting to stay informed of your QA analysts’ capabilities during the quality assurance program. Are they able to keep up with their workloads? If one is slower than their colleagues, what factors could be to blame?
By studying reports, you’ll be able to refine your analysts’ working methods, help boost their team productivity and increase their effectiveness over time.
The Power of Skipping Interactions
Sometimes, your analysts may encounter an interaction that simply isn’t measurable for one reason or another.
For example, an agent making an outbound call to a customer could have gotten through to their voicemail, or an inbound call they receive may be an automated marketing message.
When interactions are assigned to analysts automatically and randomly, such issues may surface from time to time. In either case, or similar ones, there’s no point in evaluating these recordings as part of the quality assurance program.
Skipping certain interactions will minimize the amount of analysts’ time is wasted on fruitless evaluations, and provide a more accurate overview of your customer service agents’ performance.
The Benefits of PlayVox’s Workloads Add-on
PlayVox is designed to be the only QA software your call center or customer service department needs.
Our Workloads add-on is just one aspect of Playvox, but it makes a substantial difference to the way in which your quality analysts operate. It provides your team with all the features and benefits covered throughout this post, giving them, managers and team leaders the means to streamline workloads significantly.
Workloads makes the entire quality assurance process faster, smoother and more successful. Managers can ensure a high standard of fairness and transparency, eliminating the danger of biased assessments or inaccuracies.
Reports can be created on a huge range of data-types, such as Workload Progress Per Analyst, Interactions Found Per Agent, Chosen Weekly Assignment and Available Interactions Found.
Managers and admins can use these to stay abreast of customer service agents’ progress and team productivity, to gauge where improvements may be needed. Data is presented in a clear, easy-to-read format for at-a-glance accessibility.
Take advantage of PlayVox’s Workloads add-on to improve your quality assurance team productivity and effectiveness. This will help your agents deliver the best customer experience possible, boosting satisfaction rates, retention and potentially ROI.
Have you found any powerful techniques for enhancing your quality analysts’ effectiveness and their workload-management? Let us know!