QA Scores
Hannah Steiman, President & Chief Strategy Officer at Peak Support, joins up to discuss QA scores and quality as a whole.
Quality starts with the best agents and people. But you still need processes and technology to achieve those high scores.
Key takeaways from Hannah Steiman
1. Perform a root cause analysis of all unsatisfied customer calls.
At Peak Support, they focus on a 5 level analysis. This lets them get to the root cause of the issue so they can continue to provide the best quality of service.
Traditionally fingers are pointed at the agent when scores aren’t where they need to be.
However, in reality, there can be various reasons – process, technology & product, performance management, or a combination of the three.
2. You can have the best people, but you still need processes.
As we mentioned above, having a specific process for both manual and automated QA is a necessity.
If you have “B level” people, but “A level” processes then your organization will still perform at a high level in terms of quality.
What most companies miss is they have processes but they are never updated after they were created. It’s a trap that most teams fall into.
3. If you use a BPO, don’t leave quality all up to them.
What Hannah recommends is both the client and BPO need to calibrate in the beginning. You can’t expect the same level of quality if you don’t show them what to expect.
For example, you can setup weekly reviews where you both review 20 calls and then meet to compare the scores and why. This will help your BPO ensure they are meeting your quality standards.
Also, this should be reviewed every so often so you truly know what’s happening on your calls.
