Quality Assurance is still happening on excel sheets.
The team then took up the task of identifying the key reasons beh is a crucial ingredient for a successful recipe that can add value to a business/brand. While people often refer to QA as ‘some stern parental figure who'll punish them if they screw up’, as per Jade Longelin, it is essentially the driving force of a business and the benchmark upon which the metrics and efficacy of the business are measured.
With technology trends and the rampant digitization of businesses across various industries, QA is no longer a standalone element of making businesses conform to standard checks and balances, it has moved far past that mark.
It is no wonder then that the World Quality Report 2018 – 19 in a survey, concluded, that while 97% of respondents use Internet of Things in their QA processes, 66% are trying to integrate blockchain and artificial intelligence as well.
This, inevitably, points to the fact that QA is moving away from the age old methods to more modern ones with QA systems around the world undergoing massive upgradation and rapid digitization.
If you’re in the process of selecting a QA monitoring system, make sure it is a state of the art model.
Here is a checklist to ensure you make the right choice:
Omni present QA system
The first thing while checking out a new QA monitoring tool is to see if it can work on all possible customer interaction platforms. After all, 89% of customers are known to form biases against products based on online interactions, and online interactions include Emails, chats and voice calls alike.
Therefore, if your tool does not have the ability to collect data from all customer touchpoints, it will not be of much use.
Once this is looked after, make sure the tool is able to fetch data from multiple systems and support enough filters.
Customer Score Cards
The tool you opt must allow you to create a customer score card based on your own unique parameters to help drive your QA towards a specific business objective. Traditional QA systems use generic parameters like talk time, agents, and the like to award scores to agents and customers. However, these account for varying data which isn’t very trust worthy.
Hence, your tool must allow you to create your own parameters like problem solving skills (among others) to help you award scores that are specific to your business objective.
Personalized dashboard for agents
A dashboard for every agent is an effective way of providing feedback. This encourages transparency and communication and a very healthy work environment.
A dashboard can serve multiple purposes down the lane, beginning with allowing an agent to keep track of his own performance, helping agents keep track of targets and helping share sample sets across.
Here, agents and QA team leaders can engage in a two-way feedback and also keep track of uniformity of audits.
Ability to engage with agents
One of the biggest limitations of traditional QA systems is the limited access of control centers. This means that if a QA lead has doubts regarding a particular score sheet, or an agent is stuck somewhere and needs the QA lead’s help, it is impossible for them to connect.
A QA monitoring tool must therefore ensure that a consistent means of communication is maintained between the team leads and agents. Usually, a tool with a dashboard can also provide this function.
In the times of digital mishaps, security is of the utmost importance – especially when it comes to data. The Equifax data breach that cost the company billions of dollars is just an example of data security gone wrong. And often, it isn’t just about a loophole in the firewall but about employees being a victim of phishing and social engineering.
To prevent such mishaps, the tool you opt for must have different control roles and responsibilities based on their position. If it is an agent, he/she should not be allowed to access any data apart from what he/she is responsible for. However, a QA lead must be able to view and access all data pertaining to his/her cohort.
While open source tools are popular, this is where they fail, calling for a professional version of QA Monitoring tools.
To sum it up, an ideal QA monitoring tool must check these following boxes:
A QA system able to collect data over all touchpoints
Ability to fetch and filter data
Personalized dashboard for all agents
A 2 way feedback mechanism
A secure QA monitoring tool
The archaic methods of Quality Assurance force agents to crunch through the tedious process of QA manually. Time wasted is one thing, but the money expended due to one wrong move by a single agent in the cycle can cost your company thousands! If you are moving to an agile method of QA, which is in trend right now, make sure you check the tool minutely and have all your needs fulfilled before signing up for it.
A leading QA monitoring tool in the market right now is Transmon. Transmon is an effective data analysis and QA monitoring software that allows you to upgrade your QA team’s performance.
While a traditional QA system is based solely on call center data, generates a sample based on phone numbers or talk time, and have restricted access to control center, Transmon is revolutionary in the sense that it provides you with means to be omni present over chat, mail and voice calls with the click of a button.
Sample sets can be drawn up using business objective specific parameters. While the problem of disparate QA systems for disparate modes of communication is being solved, a two-way feedback mechanism makes it transparent and fair, promoting a healthy work environment.