A major factor of any call center organization is its flawless techniques and measures. And let’s face it; no such process is impeccable unless being observed under quality assurance. Hence, it won’t be an exaggeration if stated that call center organization highly relies upon its QA procedures. Whatever may be the type of BPO, but it only manages to excel through the pivotal role played by quality monitoring.

Call process organizations have come a lot way long since they originated. Since then the requirement for an effective quality gauging tool has always been eternal. No doubt, many tools have been developed over the years to serve the purpose, but did they actually fulfill the requirement of an ideal monitoring tool? Perhaps no, as many BPO processes still hunt for the one to streamline their processes to keep errors on bay.

Keeping up with the essential facets of BPO, if error free process is an essential requirement of BPO then customer experience is what they take on priority next. As the famous quote goes- “It takes long to build a business and seconds to destroy it”, a CX or CSAT could prove a vital player over here. How? Well, it’s word of mouth, which spreads awareness, information or name it whatever. Hence, on the same note, a positive or negative feedback for a BPO could make or ruin its business respectively. 

The responsibilities of an ideal quality monitoring application thus is not only limited to streamline a BPO process or to cater a satisfying customer experience but a lot more. One of the expectations in this regards is to augment its agent’s performance. There are several considerations that a QA tool should carry as a scope of improvement for agents. These include-

• Agent Evaluations- Undoubtedly, every BPO engages an agent to interact with clients and customers. However, the performance of agents could never be known unless integrating an evaluation system for an agent. And this is by no way achievable through pen and paper. An idyllic QA system should include evaluation forms for users to evaluate an agent’s performance on all the parameters for the calls that he/she attends.
• Agent Level Reports- A report (or rather group of reports) helps to determine the progress of agent not only in the terms of call performance but also for various other divisions of his daily work profile. Further, an ultimate quality monitoring tool should showcase and categorize the reports from daily to monthly basis. This helps the supervisors to analyze and track every point of their agent’s performance in more detail.
• Training Sessions- It’s just not about finding errors in agent’s work. As mentioned earlier, a quality monitoring application is also expected to maximize agent’s performance. And one factor that makes this thing possible is to have a training environment for agents within the application itself. System analyzes and highlights specific areas of underperforming points by agents and supervisors have the option to upload required materials to coach and help overcome their agents for better performances.
• Good Call Samples- Another method of guiding and making agents familiar with better execution is to provide them the references of performance oriented calls or good calls. A quality monitoring tool should have a section wherein an admin can upload such good calls made by other agents as samples to be referred by agents. This will help the agents to follow the same pattern for making their calls better with clients to some extent.

Year 2020 has witnessed an unfortunate phase of lockdown and pandemic situations. But as they say-“the show must go on”, the world has adhered to so called “new normal”. With this acceptance, BPO sectors too are trying to stay on track where homes are now offices and remote agent is the new scenario. Even in such situations, BPOs can stay convinced when it comes to enhanced performance of their agents or customer satisfaction by implementing the services of an efficient quality monitoring tool having above mentioned features.

What’s your take?