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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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2024 Market Study
Over the past six months, we’ve seen a change in the marketplace. But instead of just telling you there has been a change, we are revealing the details so that you can put them into action today. If you’re interested in our 2023 Market Study, view that here. 1. Customer satisfaction rates increased by 22%…
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Improving Customer Satisfaction with Agent Assist & Quality Management Software
Achieving and maintaining high levels of customer satisfaction is paramount for any business striving to thrive in today’s competitive landscape. Contact center supervisors play a critical role in this endeavor, overseeing frontline interactions to ensure they meet the mark. With the advent of innovative tools like agent assist and quality management software, supervisors have at…
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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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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…
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10-Point Checklist for Evaluating AI Quality Assurance Software
Hearing all about AI quality assurance software, but not sure where to start? You’re in the right place. When it comes to artificial intelligence (AI), there are many different options that companies can choose from. In the same way, there are plenty of standard quality assurance software options. Today we’re giving you a 10-point checklist…
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The Struggles Behind Call Center Compliance
Most people on the phones can’t fathom a lawsuit happening from something they said – especially agents who are on the phone most of the day. They are following protocols and scripts to help them stay in compliance. But call center compliance is often a huge weight on the shoulders of managers especially if they…
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Building a Repeatable Call QA process
Creating a solid QA framework has three parts: To start, we always suggest that you answer these four questions: Standardization of processes Automation Ensure all channels are being monitored Let agents dispute bad scores QA software should work for you, not against you
Quality Assurance
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