Most businesses measure their customer service using metrics that only tell part of the story. Measures such as NPS and CSAT are highly contextual, fraught with instrumentation difficulties and only relate some of your customers’ experience and success. Customer engagement, by contrast, tells the objective tale of how willing your clients are to engage with…

A Quality Score is a great metric, yes, but QA can go way beyond just presenting a score to your business. The outcome of quality assurance, like any measurement inside your customer service teams, should be to improve customer satisfaction. Within our guide to Getting Started with QA, there’s a number of quality assurance themes but…

Can quality assurance have an impact on employee engagement? The benefits of high levels of employee engagement have long been understood. In fact, that so-called “wonder drug” has high correlations not just with customer satisfaction, but, through that to business success. Research even shows this is not just an arbitrary correlation: a positive attitude to…

The perception of Quality Assurance is a struggle for many. It’s often still seen through a negative lens, as a way of ‘catching people out’ or ‘Big Brother is watching’ and for agents it is seen as a necessary evil, a mundane process that critiques their performance. In reality, quality assurance, if used positively is…

We’re constantly releasing new features within the EvaluAgent platform for contact monitoring and compliance requirements – a number of which will greatly benefit the financial services industry. The software has been designed to help compliance and operations teams gain insight into how customer service teams are handling inbound and outbound contacts to: • help mitigate…

We all know that delivering an effective Quality Assurance program has the potential to completely transform agent performance, and the level of service delivered to every customer – but it’s often difficult to get buy-in from stakeholders who don’t quite understand its value. And their reasoning is simple, “Show me the impact this is having…

According to Microsoft’s Global State of Multichannel Customer Service Report 2017, an eye-watering 97% of consumers say that customer service is crucial to retaining their loyalty. You can be instrumental in helping to improve the overall customer experience (CX) by readdressing your call centre quality assurance process. When executed correctly, a consistent quality assurance process…

Quality monitoring is essential – being able to gather information about agent performance is absolutely key for management, benchmarking and knowing which individuals need customer service coaching or development. It’s also common for contact centres to develop an ‘overall quality score’ comprised of all individual agent scores in order to get a top-down view of…