5 Key Elements Of A Reliable CX Quality Monitoring Framework
Contact centres generate a plethora of data every day. Now, customer interactions are not limited to voice calls, but also include many non-voice channels like email and chat. Although it added convenience in the life of the end customer, it made the entire process of quality monitoring a little complex, and traditional quality management may not be efficient to serve the purpose. As we all know that customer experience plays an essential role in building goodwill in the industry. Quality management is a cyclic series of processes, including recording interactions, evaluate their quality, calibration and scoring, preparing analytics, and coaching the agent. After considering all the challenges in quality management, we have developed a solution that can address all the challenges and make the process of quality monitoring much more result-oriented. Let’s discuss its key elements and how it is going to you help you in QA process.
01. Omnichannel platform to access all interactions from all sources at one place
Earlier, the QA team had to access all the channels of communication separately, which became a tedious task sometimes. But with TransMon, one can access all the customer interactions (voice and non-voice) at one platform. Moreover, you can fetch aggregated reports with a click. Isn’t it amazing?
2. Customized form for quality monitoring for comprehensive scoring
The quality metrics of the interaction may differ according to the process (sales/customer service). Usually, one needs to have metrics that can score the interaction well. TransMon offers a customized quality monitoring form with support in tracking critical & non-critical errors automatically. Moreover, you can also create special project forms like new marketing impact analysis.
3. Support to agent skill development
Coaching is an important aspect of quality monitoring to improve the quality and develop effective rebuttal handling skills of the agent. Earlier, this entire process was done manually by sharing the scores. But now, with TransMon, the agent gets knowledge management tests and a library of all interactions (good and bad). This way, they can keep track of the performance themselves. Moreover, it will shorten the learning curve and improve the performance of the agent.
4. Interactive & smart monitoring for remote team
Work from home set-up may pose as the hurdle for monitoring the quality of the team. Moreover, sometimes sharing descriptive feedback and maintaining transparency in scoring can be the biggest challenge. With TransMon, you get a text and voice recognition feature, which enables QA to send descriptive feedback in a couple of seconds. The agent can easily understand the tone and other metrics of quality in the feedback. Moreover, it has random sampling features, ensuring that the QA team can only score the random set of interactions. The interaction is automatically allotted to the QA, and the management can even audit the auditor to keep a check on the performance of the QA.
5. Dynamic, actionable report generation
The essence of quality monitoring is to get analytics that can help the management in taking decisions. With TransMon, this requirement is automatically fulfilled with real-time reports. The reports are aggregated in demographics which are easy to understand. So, these are the 5 key elements of a reliable CX quality monitoring framework, and TransMon is well equipped with functional components. It is known for addressing the heart of quality monitoring and even improve its effectiveness. Do you want to experience this change for a positive impact on your brand? Then you can contact our team anytime. Move up a gear for better customer experience here: https://bit.ly/39ld2SH
