13 Nov Win the Game: Power Up your Customer Service with a Quality Assurance Strategy
Business challenges are like levels in a game. The more tools, skills and tricks you have (especially if you’re a noob), the more successful you will be. You can power up your customer service with a quality assurance strategy for a successful business campaign.
You can’t create an effective customer service experience without talking QA (not to be confused with QQ in gaming, which is crying like a baby). It is necessary to have actionable data to continually make advancements and remain competitive in a constantly changing customer service game.
Your first task is deciding how to allocate financial resources. What skills can you afford? If there aren’t enough funds for a dedicated QA team, QA lands on the supervisors (and they can’t magic it away.)
Mage, Sage, Warrior, Wizard
Choose your team wisely. Make sure they have the skill level needed to execute well. (The elf with low levels of strength, combat and defense is not your best choice for a sword fight.) Supervisors who have to balance QA with their other work require many skills. They need to be able to multitask, manage distractions and self regulate.
Your supervisors’ time is divided across their many duties. Have a clear goal on the portion allocated to QA.
The difficulty level of manual interaction review is high. There are many obstacles to overcome (and you can’t press buttons to simply jump over them). Jeremy Watkin of 8×8 brings up great points in his recent article, “3 Solutions to Your Quality Management Problems.” He recognizes that supervisors are pressed for time and often interrupted. On top of that, they have training, assessment and other demands and manually reviewing calls one by one is time intensive.
He goes on to present ways to streamline and target QA to use supervisor time most efficiently. It’s like power in a game. (You drain it when you use it, so make it count.)
Enhance your supervisors QA power with tools that help them hit their mark. (It’s kind of like aimbots, but those are considered a cheat.)
The right tools are like a power up (or a speedhack, but that’s also considered a cheat to enhance character speed unfairly, so…) Watkin’s use of speech analytics to identify the most valuable interactions for analysis and coaching is an astute way of drilling down.
Overburdened supervisors are stuck doing damage control and focus training on what was done wrong. A leveled up manager knows that positive reinforcement yields the best results. They also know that rewards need to be personalized and tangible. From Entrepreneur: “A recent Harvard Business Review article reported that positive reinforcement actually motivates employees better than punishment. Not only is it more effective at motivating change, but it’s also less damaging to the employer-employee relationship.”
Another way to take pressure off supervisors and accrue even more data on interactions is automation. Targeted spot checking is useful. However, when only a portion of the whole is analyzed you never get an accurate read on your metrics. (That’s like missing a bunch of high point targets because you didn’t even know they were there.) What if you could gather data on 100% of customer interactions? (That’s like gathering all the gems on a board and leveling up with the highest score possible.)
CSAT.AI uses artificial intelligence to create an automated, proactive QA process and improve customer experience in real time. (It’s like having a high level Wizard with superpowered magic.)
Are you ready to level up? Contact us for a demo.
For more QA articles: https://www.navedas.com/tag/qa-metrics/