Being ready to handle nearly any scenario your contact center encounters is a complex challenge. Your contact center should strive to keep quality consistent across all customer touchpoints. Start by determining which QA framework suits your needs best.
There have been three common quality assurance frameworks till now, each of which applies to specific goals:
- Tactical QA: A tactical approach to QA centers around self-assessment.
- Operational QA: Operational QA deals mostly with efficiency and consistency.
- Strategic QA: The strategic QA framework combines both tactical and operational QA approaches and refocuses your call center’s efforts on understanding the impact of procedural changes and emerging trends in performance.
However, since every organization is unique and has its own quality assurance processes, complex QA scenarios require more flexibility.
To effectively respond to customers with tough problems, top QA teams use CCaaS (contact center as a service) platforms that can accurately monitor 100% of customer interactions.
Legacy QA systems are only able to accurately monitor 1-2% of customer interactions, on average.
QA rubrics, such as Level AI’s Rubric Builder, allow QA teams to create their own unique grading systems. For example, Rubric Builder makes it possible to customize QA grading questions, categories, quality scores, weightage, and more.
Advanced AI and NLU platforms, such as Level AI, will quickly learn how to best handle nearly any scenario your customer support agents encounter in real-time.