What began in the mid- 1990s as a buzzword in the Indian economy, has now proliferated into a booming space dotted with success and opportunities. Given that outsourcing spells low costs, improved productivity, optimized utilization of capital and the ability to focus on the core strengths of the organization.
In earlier days, only voice support for the customers was the critical function for the BPO’s (also referred to as OSP). But today, with the evolution of digital channels like chat, email and social, the scope of customer service at BPO’s have increased as so is the complexity.
The key KPI on which the BPO’s get measured worldwide is “Transaction Quality.” Quality Assurance is the process for measuring the Quality of Transaction.
A few years back there was a survey conducted by the quality industry experts, and there was an astonishing finding. quality assurance is still happening on excel sheets.
The team then took up the task of identifying the key reasons behind it. Though there are multiple other reasons as to why companies prefer excel sheets (Traditional Method) over technical tools or software, The key pointers were the following.
Why are OSPs (both domestic & international) still using Excel or similar systems to “manage” quality instead of a QM system?
a) Extremely Costly: It is perceived that the Quality Monitoring Systems are of high costs.
b) Capex and Opex: Businesses prefer to have an operational expense than that of capital expenditure. The OSP’s feel that the investments in the software for Quality Monitoring will be high up front.
c) Design reporting and controlling: Every business owner has different systems for voice, support, and digital channels. Hence the OSP’s perceive that no software can help them solve the problem of Quality Monitoring.
d) Homegrown Point Based Solutions on Excel: Some OSP’s have gone a step ahead and tried to automate their Quality Monitoring by building the solution and set up some processes on the Excel itself.
However, relying on excel sheets alone has its downsides too – for instance, the collection of transaction data from multiple systems and sampling of data for quality audit can prove to be a highly cumbersome, time-consuming process thus slowing down overall operations.
Audit all customer interaction channels (Voice, Chat, Email & Social) in one platform.
Filter your sampling data not only on time spent, disposition, but other business objectives like CSAT score, etc.
Flexible scorecard for each business objective.
Dashboards for each agent to know where they are going right and what needs to be improved.
Transmon helps you measure the “Transaction Quality” which enables you to increase your customer experience and directly have a positive impact on your bottom line.