The success secret of any brand lies in the way they communicate with their existing and potential customer. Each customer interaction contributes to the brand’s image creation and influences customer loyalty towards the brand. It is why every customer holds increasing expectations from the businesses when it comes to resolving their issues. Setting a proactive & effective customer service is the prime organizational objective, and quality assurance for each customer interaction (in the form of call, chat or email) makes the tables turn. In the marathon of brands, you can be in the lead after focusing on quality assurance. The core question is how to ensure that our team is delivering quality customer service. In this era of technology & digitization, a business can monitor each customer’s touchpoint through a quality management system (QMS). It is a tool that can help to track the quality standards of each customer interaction. But when there are a plethora of tools available in the industry, what are the features that must be integrated into your quality monitoring tool to make it ideal and efficient for your organization.
1. Integrating All Channels Of Communication
According to a report by Microsoft (2017), 66% of people accepted that they actively used 3 or more communication channels to contact customer service. It clearly defines the need to serve different inquiries on different channels. But when it comes to quality monitoring, your tool should be agile and flexible enough to integrate all the channels on a single platform. It will reduce data redundancy and help the QA monitor the performance of all channels and compare it with a single click. 2. Couple Well With Your Existing Software Performing quality monitoring in a silo is useless. Hence, your quality monitoring tool should be able to integrate your existing software or platform well, like Customer Relationship Management Software (CRM). 3. Have QA Scorecards That Are Editable According To Business-Defined Metrics QA scorecards are integrated with every quality monitoring tool. But a simple static scorecard won’t be able to cater to the changing requirements of the business. Therefore, the QA should define the quality metrics at any point in time without any hurdle. 4. A Tool That Brings Transparency The quality monitoring tool is about sharing feedback and auditing performance with an unbiased approach. The majority of tools allow QA to choose the sample for audit manually. It may lead to a situation wherein the QA intentionally chooses a particular sample for a specific result. Such a situation can create a scenario wherein the team loses faith in QA, and the business cannot find the actual CX score. So the tool should be smart enough to pick a random array for a sample to lay the foundation of transparency. 5. Real-Time Feedback To Coach Team Efficiently. Real-time feedback can help in improving CX and the productivity of the team. Moreover, real-time access to the QA data can help make the changes in the customer service or sales team.
TransMon was developed after considering all these problems and requirements. It provides a robust and agile platform for the QA team and ensures improvement in the team’s overall productivity. The salient features of this software are:
Some features are labelled as “essentials” for Quality management software. So before choosing any application, make sure that it has all these features. The other option that can end our hunt is by choosing TransMon, which offers a customized solution for the quality assurance team. Moreover, all the essentials are already integrated to help your business improve customer experience and revenue. So book a demo today! Click Here: https://bit.ly/39ld2SH