Quality Assurance (QA) plays a vital role in improving the business’s revenue. Hence QA metrics are set to measure the performance in terms of quality (product/services). The Quality metrics refer to the data and facts that an organization uses to measure performance. These may differ according to the compliances and requirements of the industry.
According to QA metrics of the BPO & KPO sector, multiple benchmarks need to be maintained to maximize customer experience. So let’s discuss the ways through which you can maintain them without a doubt.
1. Telephone benchmarks(for voice and chat processes)
2. Efficiency benchmarks
3 HR benchmarks
It includes many metrics, including absenteeism, attrition, etc., and can affect service level.
4. Service benchmarks
TransMon- the key to maintain all metrics at a desirable rate It is an application that can fit well with any industry for quality monitoring. The quality metrics can be customized according to the business and can monitor customer interactions on a real-time basis. Moreover, with the agent skill development module, the training and coaching of the agent become easier, which helps improve their efficiency. Many renowned organizations are already using TransMon, and they witnessed a significant increase in the efficiency of the team and overall customer experience. You can achieve the same with us!