Quality management (QM), with its ability to drive agent behaviors that impact the customer experience, is a valuable tool for contact centers.
Technological advances have increased QM process efficiency by replacing paper forms and making recordings more readily available. Significant areas of inefficiency still exist, however, increasing the cost of quality to the business. The addition of workflow automation capabilities to QM offers the potential to boost efficiency even more, while simultaneously increasing the overall effectiveness of a contact center’s quality initiatives.
Quality Management Resource Requirements
In a contact center with:
- 200 total agents times
- 4 evaluations per agent, per month
- 5 minutes locating a suitable call to review
- 4 minutes listening/reviewing call
- 10 minutes scoring call
- Thats close to 1.5 FTE per year required just to do evaluations!
QM is a Necessary, but Time Intensive Process
The basic quality management process – recording, evaluation and coaching – is used almost universally in contact centers across all industries and sizes. And for good reason. When executed well, QM delivers substantial improvements in agent performance. Quality management is a very versatile tool for customer service organizations. It can focus on internal performance measures, like productivity and accuracy, as well as external measures such as regulatory compliance and customer satisfaction.
Contact centers invest a lot of time into their quality management programs. A 200 seat center doing four evaluations per agent, per month devotes 3,040 hours per year, just doing evaluations. Add on to that, coaching activities and system administration and the total resource commitments are substantial.
Improving Process Efficiency with Workflow Automation
Integrating workforce automation and quality management offers opportunities for significantly improving the QM process. A workflow is a series of connected steps that must occur to achieve a desired outcome. Workflow automation makes certain that each step of the process completes before the next begins, and enforces rules to ensure each step is completed timely and correctly. Workflow automation can improve QM process efficiency by addressing inefficiencies in four major areas:
- Time spent locating calls to evaluate
- Communicating evaluation results to agents
- Tracking coaching results
- System administration and maintenance
Workflow automation is the key to increasing productivity and providing your employees with immediate feedback. The quicker they receive feedback means they can make adjustments. If you would like to learn more about improving your contact center and saving supervisors time check out this webinar.