Four Quality Management Problems — Solved by Analytics

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology. Hoping for stronger quality outcomes? Infusing analytics into your quality management process can pave the way to solutions in a systematic, simplified way.

Studies show why implementing analytics is critical to improved quality management. With the right data insights, your contact center will be equipped to get things right the first time and save valuable time while doing it. So, what exactly does analytics enable in the contact center?

Analytics can help you identify trends that damage your customer experience and get quick solutions to hard-to-solve questions — or, conversely, identify what’s going right and how you can multiply wins across your contact center. Quality evaluations are the difference between agent improvement and stagnation, so contact center leaders turn to analytics to make the evaluation process more scalable, efficient and effective.

4 Quality Management Challenges Analytics Will Solve

Is it time for your call center to infuse analytics into your quality management process? If you’re facing one or more of these quality management challenges, analytics can be a game-changer. Familiarize yourself with these common challenges and see how analytics can help you move towards solutions in your contact center.

  1. Wasted time finding the “right” evaluations - Have you ever had evaluators spend an inordinate amount of time seeking the right call to review? Sure, they know what they’re looking for, but the search is inefficient. This kind of quality management problem is easily solved by analytics today.
  2. It’s a challenge to identify the right topic - Evaluating calls that cover a certain topic is a simple enough request. But it can take hours when employees are required to search through every call to find one with that topic. Shouldn’t it be easy for evaluators to find what they’re looking for? Yes! It is with analytics.
  3. Your surveys don’t mirror your reporting - Why is it that your consumer surveys say one thing but your quality management evaluations tell a different story? Finding the disconnect can be trying. When your QM evaluations aren’t matching up with what’s really going on, it may be time to look to analytics for the answer.
  4. Unsatisfied agents are ready to leave - If quality management processes are inefficient, agents don’t receive the feedback they need to do their jobs successfully and efficiently – running the risk of agent burnout. But with quality management tools that empower agents to thrive in their jobs, everyone leaves with greater satisfaction. Analytics can be a game-changer for your workforce engagement.

 

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