Sales contact management software for Quality Assurance

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in this video we are going to talk about Quality Assurance as your metric [Music] hi there Miguel welcome back to my channel this is Raya once again and you're still watching call center ninja so if you're new here I just want to let you know that I share real stories and tips to help you begin enjoy and survive your call center lifestyle and I know if you've been watching my videos for quite some time now you might already be sick and tired of my introduction but I'm really just saying this to the new people to get to watch this video for the first thing though again if you're new please consider subscribing by clicking the red subscribe button down below or if you have been watching my videos for quite some time if you haven't subscribed yet then what are you waiting for please subscribe and I would really appreciate it [Music] so last time we actually talked about customer satisfaction survey or SESAC survey as one of the metrics that you will have when you already work in a call center now another metric that I think is very important is the QA or Quality Assurance metric this determines whether or not you follow the policies the guidelines are the regulations the step-by-step procedures that are in place when you are assisting a customer in order to achieve a resolution or a solution for a particular concern or issue the higher your score for this the better so most likely it works that way usually you are rated from zero to a hundred percent so basically if you get a hundred percent then that's good that means you have a perfect perfect QA score and you did everything correctly in terms of procedures and policies during the call so based on my experience QA always had a big impact or big weight on the scorecard meaning if you fail your QA evaluation for the buns it's highly likely that you'll also feel your scorecard or you will not get your bonuses or your incentives for the month so I'd like to share with you my experience this might be slightly or very different from what you will experience one year already the one taking a call or working in a call center so I was profiled for a banking account so naturally our client would be very strict when it comes to policies and years and in fact we had we had about three pages of QA for or QA evaluation sheet so just imagine that three pages long that means that when you take call in our case back then we would really have to be careful and cautious because of course we wanted to hit a perfect QA score or it's not perfect to a score at least we would pass the target rating for QA or quality evaluation we might be asking how you will be evaluated or how your QA analysts will evaluate your calls there are different types of QA evaluation so first is the call recording if your calls are all recorded then it would be easy for your QA analysts to listen to your calls are called recording they will just actually in our case it will just randomly pick a call and evaluate that call out of the many calls that you will get during the month your quality analyst would also do a side-by-side evaluation or what we call SPS usually in our case for new hires or those who are still starting to take calls QA analysts will do the evaluation beside the agent while he or she is taking calls so it's a live evaluation there is going to be a white cord attached to your headset so while they're taking call your QA arrows will be there beside you and will also be listening to the customer while you are taking the call or well-versed can be quite nerve-wracking you can think about it because it's life but you can also take it as an opportunity for the QA analyst to assist you in case things get a little bit difficult for hard for you aside from SBS or color coding there is also what we call the remote call one touring or it is when you are taking calls but someone is also listening to your calls someone is listening to you somewhere to help their hair while you are taking calls and actually evaluating you in secret but sometimes back then we would be aware if someone is doing a remote call monitoring because there is always something that interfered the line like a static line or like a buzz sound something like that now I'm going to share with you how our QA evaluation form or evaluation sheet looks like so you have an idea of you know what to expect for QA evaluations but of course I don't have the copy her to a forum anymore because I'm not supposed to to have a copy of it after [Music] of how it is for example there is the first section of the forum there's an actual form a paper form or some encounter companies also have a digital form our online form where they will just but mainly there is light and a cute one and then let's just say on the first section it is the greeting part so you can see the greeting and then for each section there are also parameters for example under the greeting section there is a question so did the agent properly follow the opening did the agent emphasize for the customers concern did the agent use the customers last name to greet the customer so for example those are the three parameters and those were actually visited while yukkuri endless listens to your call he or she will check the checkbox if he did the first parameter if you followed the open field if you emphasize if you use the customers last name to address [Music] so if it's all check then good for you you cast section one and then there is the section two let's just say it's all about authentication or verification so it's how you authenticate or verify the customer before you actually help her assist the customer so in my case I would eat backing a common Spears we had a lot of things to consider because we want to make sure that the customers information was secure and for example under the authentication or verification section of the QA form we have the first question did the agent authenticate the customer properly did the agent follow the correct procedures there are also parameters again it depends on the counter and quiet you pass all that good if you missed one let's just say you were naughty book to correctly yes I think it or you've missed one question or something like that then that would be X so that's going to be a deduction for you it's what we call a QA deduction and that's going to be taken against your quality support so let's just say this third section of your few a form is the procedure or the step by step process of how you resolve a certain issue or a certain concern so for example if you need to replace a card or you need to send a billing statement to your customer that the parameters can be the one did the agent follow the correct procedures for sending the billing statement did the agent verify the information first before sending the billing statement to the customer so those are just step-by-step procedures and again if you hit all of those parameters then you are perfect for that particular session section not session in some accounts like in my account previously aside from those sections we also have a lot more other things to consider we have a CTP or zero tolerance policy that will actually cost you together not to fail score so when I say ought to fail it's possible but even though you've followed all the parameters stated in your lawn key waveform but you missed that one very crucial thing when it comes to quality then you can get an auto fail score so it doesn't matter if you're perfect but he did not follow that one single thing for example in our case zero tolerance policy if the agent was rude to the customer and it was missing Tori there wasn't because of that called recording that even though that agent perfected the entire hall but he or she was ruined as an autoplay also zero now that you already have an idea of how a QA evaluation form might look like let's now talk about some basic best practices or tips for you to be able to get your QA evaluation rating or score so my tip number one is have a clear understanding of your QA form so basically you'll have to know exactly how you are being rated similar with a CSAT survey that you have to know the categories of how you will be rated by the customer in your QA evaluation you also have to know exactly how you will berate it and how will you know that of course you have to understand what is on your QA for when we're starting we will probably have a QA talk so your QA analyst or even your supervisor or your trainer will explain to you the parameters that are included in your QA form so why do you have to do this of course it's very clear if you just know which parameters you need to follow you need to not miss then you will be able to controls a call I know at first it's kind of hard to think of all the parameters but eventually once you get familiar with the entire to a form will be easier for you to think of okay this is something that I should do because if I will not do this then I will get a QA induction and it's very clear because it is clearly stated under to me before course along with that along with knowing how you will be rated and how your QA form looks like what are the parameters included of course it's also very important for you to get familiar with the different policies for seniors guidelines step-by-step procedures of your account because you know that's the only way for you to make sure that you will not get a deduction because you're confident that you are doing the right thing and you're just following the policy tip number two speak with your QA analyst so why am I saying this because you know a little bit contrary to the first tip that I gave you that it's really on paper you're reading know the parameters included on your QA forms sometimes there are QA forms that are in nature or unclear and only the QA analysts know what it means and how they will rate you based on that parameter you know sometimes it happens because when you look at a QA form it's just one sentence or one question but it doesn't really outline all the necessary things that are included for you to get a deduction right not so when you speak with your Chile analyst you can always verify the parameters sometimes it does become more of you know I'm just seeing this basic experience because that to a analyst has a different approach to how things should be read it then it is best that you follow that approach of the QA analyst because anyway that QA analyst will be the one to evaluate your calls so if you get the hang of it and if that's what your TA analyst tells you them trust you to the analyst because you know they are in that position for a number 3 tip in relation to number two which is to speak the gear to a endless to also have to know how many times are we being in those so I'm saying this because apparently here Julianna's can only listen to so much pasta she can get or you know there is a quota for each agent so for example your K analyst just needs to listen to because it's because are not that much out of the many calls that you will get in a bus only three calls will be evaluated so if you feel the first one then how are you supposed to pass your average for a QA for the entire month if you only have two more policy evaluations left and you will not be able to pass the two so know how many times you will be evaluated because that will give you an idea you know how to control the call like okay in my first evaluation I already got this score so for my next two evaluations I should get this port this is my target QA score so that at the end of the month I will pass my cue area that's about it for today I thank you so much for tuning in and for always watching and listening to me you've learned something about your QA metric and I want to apologize because I don't think my voice is in a very good condition because I'm a little bit under the weather right now because it's the rainy season here and it will be in Seoul but I still thank you for tuning so if you're watching this video and you haven't liked to my facebook page yet and you want an extension of my youtube channel or you want us to connect us on YouTube please do follow my facebook page just search call center ninja on Facebook or make down below also join my facebook support group where I always answer questions or comments that you may count and as usual if you like this video please like and subscribe if you haven't yet kind of losing my voice right now subscribe if you haven't yet and remember I have videos every Wednesday and every the right see you on my next video don't forget to comment anything that you'd like to ask me take care and bye bye [Music]