The 3 MOST essential call center strategies that make an impact

If you’re looking to breathe new life into your call center quality assurance processes, look no further. We’ve worked with?visionary QA leaders?at a wide range of forward-thinking companies over the past few years, and we’ve seen the good, the bad, and the ugly in QA. (Want to know what to avoid??Check out this post.???)

We’ve compiled a few of our favorite strategies below. If you’re looking to make a real difference in call center quality assurance, read on!

Invest in machine learning-based call monitoring

The first big step to take in 2022 is investing in machine learning for the contact center. In traditional call center quality assurance, you may struggle to pull insights out of a limited sample size–like, say, three to four calls out of 100. With a?conversational intelligence tool?powered by machine learning, a whole new world of?100% comprehensive call monitoring opens up.?Gone are the days where a few cherry-picked results can form the bulk of a call center quality assurance strategy!

Make coaching methods more effective

Ever wished you could coach?only?on the behaviors that would actually impact your revenue at the end of the day? With the aforementioned machine learning tools, now you can. Improve coaching methods and increase effectiveness and accuracy by observing which agent behaviors lead to the lowest-effort calls (or the highest conversion rates). Then, coach all your agents on just those behaviors.?

Give customer experience (CX) a seat at the table

Leading research states indicates that the customer experience should be given high emphasis on your call center quality assurance scorecards. Our research suggests that?at least 30% of the scorecard?should be devoted to CX ratings. The reason for this is simple: Most customers who’ve had a difficult experience are unlikely to repurchase and very likely to spread negative word of mouth. As such, it’s absolutely critical to put CX metrics on your scorecards.?

Our research suggests that at least 30% of the scorecard should be devoted to CX ratings.?

The MOST effective call center quality assurance strategy in 2022 is…

The best way to?improve your QA process?in 2022 is to invest in a conversational intelligence tool. All the above strategies rely on the cutting-edge technology provided by call recording, monitoring, and analyzing tools.?

So, want better QA in the call center? Invest in a?conversation intelligence tool like Tethr?for best results.?Plus, now you can try it out for free for 30 days to see what difference it could make.