Why You Should Be Automating Quality Assurance

Quality assurance (QA) is a critical component

No matter what call center, insurance company, or financial services institution you’re a part of quality assurance is critical. But it’s also time-consuming and repetitive work.

Let’s explore how AI can help automate QA and improve your team’s efficiency.

Most people immediately jump to the conclusion that artificial intelligence (AI) is going to take over their job. While this might be true in 20 years, it’s not true right now.

And we’re going to explain why. There are many reasons why your company should automate QA which doesn’t end in firing people. Plus, we want to help you reduce agent churn.

The goal is it may result in hiring less – but automation should elevate people’s roles and responsibilities.

Essentially, it frees up resources for employees to focus on more important tasks.

Introduction to Automating Quality Assurance with AI

AI is a rapidly growing field that is revolutionizing industries across the globe. We just saw what happened with ChatGPT.

However, the concept of AI is not new. It has been around for many years and has been used in various capacities to aid humans in their day-to-day lives.

Examples include:

Navigation in your car
SIRI on your phone or Alexa in your home
Tony Stark as Iron Man had JARVIS

Source: https://www.icba.org/newsroom/blogs/tinas-take-on-payments/2018/05/30/the-dawn-of-artificial-intelligence

In recent years, advancements in technology have allowed AI to enter the content generation world, software testing, and quality assurance.

Organizations that use AI to automate quality assurance processes are able to save time, money, and resources while ensuring higher-quality results.

Why Automate QA?

Saving time, money, and resources. Every manager, leader, and CEO should be open to that idea. However, when it comes to the technology you will still see many people adverse to it.

The early adopters see these results from automating quality assurance in their call center, insurance company, or financial services institution.

Increasing coverage by automating parts of listening to call recordings that were previously only possible manually
Speeding up call scorecard results to achieve immediate results when calls fall out of compliance;
Saving time by eliminating repetitive tasks involved in QA
Improving processes and identifying trends quicker as QA employees are stuck in the weeds

Freeing up time for human employees to focus on more strategic work that requires creativity or expertise has been the biggest game changer for companies. As well as remove human error when it comes to compliance issues.

AI manages data better

AI is beneficial when you have a lot of data flowing in from multiple sources (e.g., sales reports, customer surveys, or call performance).

Due to its ability to learn from experience, it can quickly sort through this information and find patterns that humans would otherwise struggle to identify during manual inspection processes.

This also means less time spent analyzing data manually so employees can spend more time applying their knowledge about what’s important when deciding how best to move forward with various projects within their organization.

How can this be applied to your organization?

AI in Call Centers
- Identify which scripts or talk tracks are performing the best so you can replicate those
- Onboard new agents faster as you have the data of what works
- Easily take on new customers as agents can switch between industries easier
AI in Insurance
- Ensure all calls are compliant and get notified in the moment when they’re not
- Analyze where you’re lacking growth and what managers need to be focused on
- Reduce agent churn (and the pain that comes with it)
AI in Financial institutions
- QA 100% of calls, nothing slips through the cracks
- Get reps ramped quickly – they’ll always know what to say and when to say it.
- Identify which scripts are performing the best so you can replicate your top reps

How to move forward with AI & Quality Assurance

Here’s a great process we suggest if you want to move forward with automating processes.

1. Do your research. Understand how companies similar to yours are using AI. There is a ton of information out there.

Some Google search terms: automating quality assurance in insurance; AI in call centers; compliance automation for financial institutions, AI in insurance, etc.

2. Evaluating 3 to 5 different solutions. After you’ve done some homework (or better idea have a couple of employees take on this task), now is the time to evaluate the software.

Identify what parts of the software are non-negotiables for you, this makes it easy to cut down your list.
When demoing or talking to sales, ask questions about how they compare to other companies you’re looking at.
Remember your goal is to reduce agent churn while making your company more profitable (and not having to hire more people).

3. Pricing. At the end of the day, you have to find something that fits within your budget.

Make sure it makes sense for the stage your company is at. A startup’s requirements will be much different than a Fortune 500 company.

4. Opt-out clause. Transitioning to a different software is difficult for any stage company. So it’s important that you aren’t signing something that doesn’t have an opt-out if it doesn’t work for your team.

Remember just as hard as it is for your team, it’s probably equally as hard for the company implementing the software. Implementation and onboarding tasks time and resources. Keep that in mind when making these decisions.

5. It takes time. Once you’ve implemented a new quality assurance process, it’s not going to be perfect overnight.

Give your team time to adjust and learn the new process.
Ensure your team opts in. Automating processes will never work if your team doesn’t do it right.

Let’s wrap this up

Quality assurance is an essential part of most companies that are on the phone constantly. However, it can be time-consuming and expensive.

No company wants to be sued so risking that is not worth it. That’s why automating quality assurance is a no brainer.

In conclusion, there are a lot of AI tools out there. Do your due diligence and research, and find the right software for your company.

Technology is advancing quickly and it will only help your company, but you will be left behind if you don’t embrace change.

Check out this QA audit checklist you can steal!

Download now

Resources:

1. https://insidebigdata.com/2021/07/31/infographic-the-rise-of-ai-in-the-call-center-industry/

2. https://www.icba.org/newsroom/blogs/tinas-take-on-payments/2018/05/30/the-dawn-of-artificial-intelligence

Why You Should Be Automating Quality Assurance with AI