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Why Manual QA is Holding Back Your Debt Collection Operations
Let’s be honest – running debt collection operations isn’t for the faint of heart. As an operations or compliance leader, you’re navigating a minefield of regulations, managing teams, and trying to keep costs in check, all while ensuring that your agents treat customers with dignity and respect. And if we’re being really honest, you’ve probably…
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The Human Side of Call Centers
When you think about call centers, you might imagine rows of agents answering calls, navigating software, and chasing numbers like key performance indicators (KPIs) or service level agreements (SLAs). While metrics are essential for measuring efficiency, they don’t capture the heart of what truly drives call center success: people. Call centers are fundamentally a people…
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Top 5 Compliance Requirements with Tonia Brown
Tonia Brown, VP of Compliance at First Credit Services joins the Contact Center KPI Podcast to talk all about compliance. With a background in first-party, third-party, deby buying, and debt brokering, Tonia has seen a little bit of everything in the compliance world. She gives you five requirements you must have when it comes to…
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QA Scores with Hannah Steiman
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. 1. Perform a root cause analysis of all unsatisfied customer calls. At Peak Support,…
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The Role of Automation in Call Compliance
Debt collection agencies and law firms face mounting pressure to stay compliant with ever-changing regulations. The rise of automation and artificial intelligence (AI) has added new layers of complexity, with decision-makers needing to balance innovation with adherence to stringent compliance requirements. Understanding how automation can aid in call compliance is essential for these organizations as…
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20 Call Center Cheat Codes
It’s not always possible to be at the top of your game 100% of the time. That’s what cheat codes are for. Just like in your favorite video game, cheat codes give you life! But remember, you can’t use all of them at once. We suggest focusing on one or two at a time. Once…
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QA Feedback Form Template
A QA feedback form is simply a list of questions that helps you evaluate whether or not your agents are following their scripts, being professional, and representing your company correctly. While there are a variety of forms you can use, our customers have seen the most success with these three (plus or minus some of…
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Why Should Call Center Leaders Think About Investing In Real-Time Quality Assurance Software
We get it – running a call center is no walk in the park. Juggling between keeping your team motivated, ensuring customer satisfaction, and hitting those KPIs is a real challenge. But we have a secret for you. Yes, we are talking about our software but we’re going to give you some ideas to steal…
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QA Scorecard Templates
At Abstrakt, we’ve analyzed millions of calls and have customers across many industries. We’ve seen what works… and what doesn’t work. That’s why we’ve put together this awesome template that you can steal. It’s formatted in a Google Sheet so all you have to do is make a copy. Then you can tweak the content,…
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How AI Can Solve Challenges Around Contact Center Performance Management
Before we dive into the details, let’s refresh our understanding of contact center performance management or as some call it – CCPM. It’s the holistic approach to optimizing call center operations, encompassing everything from agent performance and customer satisfaction to overall efficiency. The traditional methods of manual monitoring and evaluation are time-consuming and prone to…
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The Crucial Role of Efficient Quality Assurance Teams
When customer service is a top priority for a company, which is generally the case, the quality of each conversation is paramount. Companies that handle high call volumes need a quality assurance team that is efficient and effective with their time. Easier said than done. We know that sometimes your QA team consists of just…
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What QA Doesn’t Evaluate on Calls
But we have data on what ACTUALLY matters and what your current QA solution isn’t evaluating. It may surprise you! Here is an example of a Financial Services customer. It proves that the “lowest” or “highest” KPIs aren’t always the best. P.S. Sandi is the best performing agent for this customer. Financial Services Company This…
Contact Center Quality Assurance
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