Introducing Quality Management Drew Judkins, inContact Larry Fur, inContact Jonathan Judd, RxAmerica

Introducing Quality ManagementDrew Judkins, inContact

Larry Fur, inContactJonathan Judd, RxAmerica

Quality Management

Contact center quality assurance, also known as Quality Management (QM), is a process where managers, supervisors and QA specialists monitor and evaluate how well agents handle customer transactions.

-DMG Consulting

QM Results• Significant improvements in call quality

• Significant improvements in customer sat

• Improvements in overall call center performance

• Lower employee turnover

• Lower absenteeism

• Higher morale

Source: Ascent Group

However…

• The benefits are clear, but how do you realize them?

• Rushing QM implementation can result in inconsistent processes and alienated staff

• Quality monitoring is a challenge

However… (cont.)

• According to a study by The Ascent Group, the biggest hurdles include:• Overcoming resistance from call center

agents• Finding the time to monitor and provide

feedback• Calibrating accurately • Coaches and monitors who lack expertise in

quality assurance

inContact QM Version 1

• Available January 2009 on inContact NG

• Functionality• QA form template library (best practice)• Create/manage custom QA forms• Playback and score recorded voice contacts• Review completed QA forms• Basic reporting

Terminology

• QA Form

• QA Form Template

• Question

• Group

• Recording

• Quality Score

• Average Quality Score

QA Form

A collection of questions (or groups of questions) created for use by QA specialists to grade the quality level of an agent's handling of a contact.

QA Form Template

A read-only QA form created by inContact, which is available to customers to copy and use as a template when creating custom QA forms.

Example: “Customer Service Best Practice”

Question

• A single question on a QA form with a pre-determined "points possible" value (e.g. 10 points)

• The answer that a QA specialist selects for a question determines the "points awarded" (e.g. 8 out of 10 points)

Group

A group of questions on a QA form with a sub-total value calculated by summing the "points awarded" out of "points possible" for all questions within the group.

Example: 40 out of 50 points

Recording

A record of a completed contact; be it by voice, email, or chat (v1 will be voice only)

Quality Score

A percentage calculated by dividing "total points awarded" by "total points possible" for a single question, group of questions, or an entire QA form.

Example:90 out of 100 points = a quality score of 90%

Average Quality Score

• Percentage calculated by dividing "total points awarded" by "total points possible" across multiple QA forms

• Average quality score may be calculated for either an individual agent or a team of agents

Live Demonstration

• QM V1

• Continue…

Getting Started1. Identify the strategic objective of the quality

monitoring program

2. Determine and analyze cost of quality

3. Correlate quality measures with customer feedback

4. Share information captured with other business departments

5. Train agents and involve them in improving customer satisfaction

6. Develop a cycle of continuous improvement

QA Form

1. Measure agent adherence to internal policies and procedures

2. Improve consistency and quality of customer interactions across all channels

3. Assess business execution – detect and fix broken or inefficient policies, processes or operational issues throughout the company

4. Improve agent performance

QA Form Cont.

5. Identify agent training needs

6. Identify policies or processes that frustrate and alienate customers

7. Maximize every customer interaction

8. Identify business trends

9. Improve the customer experience

FAQ

• How often should I monitor?

• Should I monitor experienced agents?

• When should I monitor? And, when should I get feedback to the agent?

• How does internal QA feedback differ from feedback I can get directly from the customer?

Customer Feedback

• Do we need quality feedback from the customer and from the supervisor (or QA person?)

• What does this have to do with nose picking?

inContact QM Version 1

• Projected availability January 2010 on inContact NG

• Functionality• QA form templates out-of-the-box• Create/manage custom QA forms• Playback and score recorded voice contacts• Review completed QA forms• Basic reporting

QM Roadmap

• Premium edition

• Business workflow

• Recording management

• Calibration process

• Integration with ECHO

• Screen recording

• Speech analytics

Key Takeaways

One Two ThreeWhen implemented properly, QM will improve call quality, agent satisfaction, and customer satisfaction.

More powerful when combined with post-contact quality survey.

V1 of inContact QM available starting January 2010.