Our research shows that 95% of contact centers use call monitoring, yet very few can empirically say that as a result of their call monitoring practices their customer satisfaction has improved.
For the same call, what if your customers judged their own experience through SQM’s customer satisfaction (live or IVR) survey and is assessed for call compliance based on your organization’s standards through your call recording system? In our experience, your representatives would believe the feedback and find it more meaningful. And, your coaching would become totally focused on improving each customer’s satisfaction and call resolution experience.
Typically organizations judge quality through peers, supervisors or quality monitoring teams. These groups listen to calls and judge the customer’s experience. Our research shows that in most cases the customer’s actual experience is very different from the traditional call monitoring assessment, both in the degree of satisfaction and in what’s important. Very few contact centers let customers be part of the process for judging call quality. We believe that contact centers should listen to their customers and use their feedback as part of the process for judging call quality versus the traditional call monitoring approach of using only call compliance for assessing call quality.
SQM’s Customer Quality Assurance (CQA) evaluation is a unique service where for the same call, SQM conducts a telephone customer satisfaction (live or IVR) survey and combines the survey data with call compliance evaluation data using SQM’s data capturing technology for integrating the two data sources. Call compliance evaluations are conducted by using your call recording system and using SQM’s call quality evaluators or your in-house QA evaluators or a combination.
The survey feedback focuses on customer satisfaction and call resolution attributes for which the representative is responsible for. The call compliance evaluation focuses on the representative knowledge competency, providing accurate information and taking ownership for resolving the customer’s call.
Each representative receives their own SQM Report Card® that consists of both the customer survey and call compliance results for the same calls. Typically, the call quality assurance scoring is comprised of 60 points available based on customer survey results and 40 points available based on call compliance results. Having the call quality assurance program focused on the customer and call compliance metrics assist supervisors in coaching representatives on how to improve call quality from a customer point of view. Also, representatives can view their results within 1 to 3 days of the call.
How our Customer Quality Assurance program works
Planning the survey
SQM’s customer survey has 5 to 20 in-depth questions that have stood the test of time. A live or IVR survey can be used. Clients may choose to add questions that are unique to their business or choose to use a smaller number of questions. SQM’s call quality customer survey is also used to benchmark your contact center to over 500 leading North American contact centers.
Surveying your customers
SQM surveys customers within 1-3 days of their call with a live survey or within 5-10 minutes with an outbound IVR survey. The survey feedback focuses on customer satisfaction and call resolution attributes for which the representative is responsible for.
You provide us, on a regular basis, a list of customer contacts along with the name of the representative that took each call and other key call type information. The results of the survey are captured using SQM Report Card® software which is accessible by you in real-time through SQM’s secure web site.
Evaluating for Call Compliance
The same call that a customer survey was conducted on is used for evaluating call compliance. Call compliance evaluations are based on your organization’s standards. Call compliance evaluations are conducted by using your call recording system and SQM call quality evaluators or your in-house QA evaluators or a combination. The call compliance evaluation focuses on the representative’s knowledge competency, providing accurate information and taking ownership for resolving the customer’s call. Calls that need to be evaluated are predetermined and distributed to QA evaluators through SQM’s web portal.
Your representatives and supervisors can access our website and run the reports they need for performance reviews and coaching. Your staff will be given full training and ongoing support in the use of SQM Report Card® software.
In addition, SQM can provide your contact center with benchmark comparisons and quarterly in-depth reporting.
SQM’s Customer Quality Assurance evaluation can be customized in the following areas by:
- customer types
- call types
- representative types
- contact channels
- and more
Representative Report Card®
Each representative will be provided with their own Report Card® in almost real-time. The Report Card® contains the following:
- Key performance indicators such as overall Csat, first call resolution, call resolution, top 5 service quality Csat metrics, world class calls, action alerts and call compliance by current period, past period and year to date.
- Percentile contact center benchmarking comparison of overall Csat, first call resolution, call resolution, top 5 service quality Csat metrics, world class calls, action alerts and call compliance by current period and year to date.
- The ability to remedy a specific action alert call or recognize the representative for an outstanding world class call.
- Each representative evaluation has a customer survey, call recording and screen capture information.
- The actual customer’s verbatim comments and .wav files for world class and action alert calls.
Customer Quality Assurance Benefits
It’s frugal – SQM’s Customer Quality Assurance evaluation is approximately $3-$25 per call quality assessment. In most cases, this is substantially less expensive than in-house QA evaluations that focus only on call compliance metrics.
It’s fair – SQM’s Customer Quality Assurance evaluation uses both customer satisfaction survey results and call compliance results.
It’s fast – SQM’s Customer Quality Assurance evaluation results are posted directly to SQM’s secure website so that representatives and supervisors can view the results within 1-3 days of the call.
It’s focused – SQM’s Customer Quality Assurance evaluation provides representatives with specific customer and call compliance metrics for improving their customer satisfaction and call resolution performance.
It’s full – SQM’s Customer Quality Assurance evaluation provides customer and call compliance feedback. This feedback helps your representatives and supervisors understand what needs to be addressed in the coaching process and why.
The investment for an ongoing SQM’s Customer Quality Assurance evaluation is approximately $3 – $25 per evaluation, dependent upon survey type (IVR or live survey) and number and type of call compliance metrics.