Role of Quality Assurance Sessions in Improving Agent’s Performance at Contact Centers

Call Center
Quality Assurance Sessions

To enhance the agent’s skills and workforce management, call center management must provide quality feedback regularly. The feedback helps agents determine the areas that require improvement. It also keeps agents on track to meet the organization’s goals. Ultimately, it helps a business to achieve success in its field. Many training programs or advice usually center around constructive or negative feedback. Many organizations fail to focus on the importance of giving positive feedback to their employees. However, offering positive advice or recognition helps greatly to boost confidence among employees. When employees are given credit for the task, they tend to put more effort and bring much better results every time. 

A contact center solution is an important business tool that helps management keep the performance record of their employees. They can easily analyze the agent’s performance and provide necessary feedback to them frequently based on that. The encouragement or criticism that an agent gets while receiving feedback from the management could drastically affect the agent’s performance. However, offering feedback in the right manner is quite complicated. Numerous factors can negatively affect the process of delivering effective feedback. Some of the key issues that can affect the feedback process include:

  • Not having confidence: Usually, the managers in an organization are responsible for providing feedback. However, managers are proficient in meeting contact center performance metrics and making schedules. However, when dealing with potential issues and offering feedback, few managers lack confidence in performing the feedback process. 
  • Lack of required skills: Some managers are good at handling feedback. However, they don’t have the necessary preparation, delivery, and follow-up skills. Therefore, it is important to have all the skills, even if the manager or concerned is a feedback expert. 
  • Offering non-targeted feedback: Many a time, managers ambiguous or non-specific feedback. This type of feedback often fails to provide real examples to the agents. Vague feedback falls short of offering the actionable advice required to improve the agent’s performance. To prevent such problems, managers can use tools such as conversation analytics to determine the relevant issues and deliver clear, targeted feedback to agents. 

With the help of the right skills and approach, the management can help agents build their skills, engagement, and overall performance. 

Frequent Quality assurance (QA) sessions can help build skills in agents of any contact center. These sessions usually have one-on-one meetings that allow management to know what the agents have learned in a few days or weeks of training. These also allow agents to respond effectively to real-life customer situations. These sessions make agents well-prepared to handle any real-life customer situation, and they are likely to feel more confident and engaged. 

Tips for performing QA sessions effectively

One important thing to note here is that the QA processes must not be limited to contact center analytics and reporting. They must also involve attention to detail and a human touch to support the agents in their jobs. To make these QA sessions successful and provide effective quality feedback, organizations can follow these tips:

  • Explain the process: Some agents come prepared to accept and implement the feedback they get during the QA sessions. There are some agents for whom getting performance-related feedback is new and distressing. For such agents, constructive criticism can range from sadness to defensiveness. To overcome the situation, management should teach their agents the importance and benefits of QA sessions. It is vital to explain that these sessions are for their betterment. Through these sessions, they can get ideas and suggestions for improving their performance. 
  • Keep QA private: An agent may feel embarrassed and disheartened if negative feedback about his/her performance is given in front of other colleagues. Therefore, the management must make it a point to keep the QA sessions private. One-on-one meetings not only ensure secrecy but also help in building trust between the management and the agents. When agents trust authority, they will feel more confident in asking questions, responding to questions asked, and confronting the challenges they face during their journey. 
  • Plan QA sessions Frequently: Making QA sessions a regular affair has many benefits. When the agents have to deal with feedback often, they become more comfortable with the process. They will even start experiencing a great improvement in their performance after each session. 
  • Be precise while giving feedback: The feedback agents get from QA sessions prepares them to do better when performing any task. It is important to note that agents need detailed feedback. They must determine the areas where they are doing well and the areas that need improvement. For instance, QA providers must praise the agents for their good work. For instance, they can pause a call recording and praise a particular interaction or reply the agent gives while handling the customer query. Similarly, the managers can use the call recording to let the agents know where they are going wrong and need improvement. 

In general:

To conclude, it is important to provide precise, real-time, and regular feedback to employees. It plays a key role in improving employee engagement, which increases employee satisfaction levels and encourages them to do their best.

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