10 Quality Analysis Initiatives to Run In Your Contact Center

Flick through an array of quality analysis initiatives

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10 Quality Analysis Initiatives to Run In Your Contact Center

Published: June 25, 2024

Rebekah Carter

To thrive in a competitive landscape, today’s companies need to commit to constantly optimizing and improving interactions with customers. Part of this process involves frequently analyzing the quality of service you deliver to your target audience.  

With quality analysis, companies can evaluate every interaction their team members have with customers across multiple touchpoints, from calls, to emails. This process gives business leaders an incredible opportunity to identify friction points and areas for improvement in the customer journey. 

It also ensures team leaders can monitor staff performance, and implement training initiatives that improve productivity, efficiency, and customer satisfaction. 

The quality analysis initiatives companies use to optimize customer experience can vary based on their goals and the interactions they have with customers. However, there are some initiatives that are valuable to implement in any contact center. Here are the top 10 initiatives to consider. 

Implementing comprehensive quality analysis initiatives in your contact center is essential for enhancing customer interactions, optimizing service delivery, and driving continuous improvement.  By leveraging advanced tools like XCALLY’s transcription, sentiment analysis, and post-call analytics, businesses can gain actionable insights that improve agent performance, streamline operations, and elevate the overall customer experience. Giuseppe Careri – CTO at XCALLY

1. Call Recording Analysis 

Although customers now have multiple ways to connect with customers, many still prefer to reach out to teams through phone calls. These calls can hold significant insights into the quality of service you’re delivering, as well as giving you a deeper insight into the customer journey.  

Recording calls with customers, then using intelligent tools to transcribe and analyze each conversation, can give you a lot of valuable information. You can use sentiment analysis tools to identify how different actions and experiences affect customer’s moods. You can even use your analysis to build more comprehensive customer journey maps based on what you learn about how customers move through the service process.  

2. Real-Time Quality Analysis 

Although historical insights gathered from recorded calls are valuable, real-time monitoring can also have an incredible impact on contact center performance. Using a tool like XCally’s real-time monitoring solution, you can gain instant insights into interactions across various channels. 

This means supervisors and business leaders can rapidly identify the number of callers waiting in a queue, the average waiting time, and more. The information you gather can help you make timely changes to resource allocation, reducing customer churn and increasing satisfaction rates.  

3. Agent Insights and Dashboards 

Real-time insights into service quality are excellent for helping business leaders make strategic and informed changes to contact center operations. However, they can also help agents and employees take ownership of their own performance. With real-time metrics presented on agent dashboards, employees can track and adjust their performance themselves.  

You can even give agents access to AI-powered tools that empower them to track the sentiment of a customer and provide suggested responses to help de-escalate issues or improve customer experiences.

4. Omnichannel Quality Analysis 

The modern customer journey takes place across a wide range of channels and touchpoints. To ensure that you’re meeting service quality expectations on a comprehensive scale, it’s important to go beyond simply tracking call metrics.  

Leverage comprehensive quality assurance solutions that allow you to track important metrics on every communication channel, from social messaging apps like WhatsApp to email and voice. This will give you a more comprehensive view of your contact center’s performance. 

5. Feedback and Training 

An effective quality analysis solution doesn’t just give you insight into your customers’ journeys and experiences. It also helps you evaluate the performance of your customer care experts. With an intelligent tool, supervisors can establish customized evaluation criteria to help them examine each employee’s skills related to problem-solving and emotional intelligence.  

Using the insights you gain from real-time and historical analysis, you can provide more effective feedback to team members on a day-to-day basis and create more powerful training initiatives. 

6. Automated Triggers 

Automation is a powerful tool for a comprehensive quality analysis and assurance strategy. With the right technologies, companies can create “triggers” that automate certain processes within the customer journey. For instance, you can design automated workflows that ensure supervisors are notified as soon as customer sentiment or satisfaction levels drop.  

You can also use triggers to surface valuable information for agents during a conversation based on the customer’s sentiment or intent. This can help improve the quality of service, accelerate issue resolution times, and reduce customer churn.  

7. AI in Quality Analysis 

Building artificial intelligence into quality analysis initiatives makes it easier for companies to source rich insights from every interaction. AI tools can automatically analyze customer interactions, leveraging transcription, natural language processing, and transcription to identify sentiment. This allows teams to rapidly identify where they need to take action.  

AI solutions, like those provided by XCally, can also empower companies to leverage machine learning to identify patterns, make accurate predictions about call volumes, and allocate resources more effectively in the future.  

8. Extensive Reporting  

All quality analysis initiatives should include a comprehensive approach to reporting and data analysis. Leveraging tools that allow you to create custom reports based on the metrics that have the biggest impact on customer satisfaction and employee performance will help you make better decisions about how to utilize your resources.  

Make sure the tools you use for quality analysis allow you to create reports that simplify the process of measuring progress over time, identifying trends, and making evidence-based decisions. 

9. Call Scripting 

The insights you gain from consistent quality analysis can help you create resources that optimize employee performance and enhance customer loyalty. Using the data you gather, you can leverage intelligent tools like JScripty to create personalized, dynamic scripts that guide employees through a conversation, streamline problem resolution, and boost productivity.  

You can even use scripts to encourage employees to collect customer feedback at the end of a call, which will give you more data for your quality analysis strategy.  

10. Continuous Improvement  

Finally, ensure that the quality analysis methods you’re using empower your company to commit to a process of constant improvement and process optimization. Leverage the data you gather from every channel for meaningful insights into operational efficiency, customer satisfaction, and agent performance. Using that data, identify crucial areas where you can implement targeted improvements. 

Continue monitoring your quality of service over time, tracking how customer satisfaction and retention rates change based on the initiatives you implement.  

Mastering Effective Quality Analysis 

Consistent quality analysis is crucial in the contact center. It helps companies to identify inefficiencies and opportunities in the customer journey, so they can optimize customer experiences, reduce operational costs, and boost employee performance.  

With a comprehensive approach to quality analysis, you’ll have the data you need to regularly upgrade your contact center, improve customer satisfaction, and maximize the efficiency of your customer care strategy.  

Leveraging AI, XCALLY enables companies to analyze call recordings to improve customer service performance, train agents, reduce call resolution times, identify upselling opportunities, and more. We will continue to enhance our Quality Analysis framework by introducing detailed transcripts, sentiment analysis, and post-call analytics.  Our first step involves implementing the frontend for these new features, refining views and dashboards for call analysis to ensure a streamlined user experience. Additionally, we’ve recognized the importance of advanced filters to better evaluate quality and the ability to define categories to automatically detect emerging themes, ensuring regulatory compliance as well.  Maria Cecere – Channel Product Marketing Supervisor at XCALLY

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