Foundational QA techniques that stood the test of time

The contact center industry is constantly evolving by supporting new channels and implementing the newest contact center technology. Also in the world of quality assurance there are always new challenges that arise that need to be handled. Over the years, however, we have learned that regardless of trends or innovative developments, there will always be timeless best practices that can make any quality monitoring program a success.

In this blog post we'll share 6 foundational quality assurance best practices that are just as relevant today as they were a decade ago.

High agent turnover is a problem shared across the contact center space. On average, attrition rates in contact centers are between 30-50%. In extreme cases, centers experience more than 100% attrition. In comparison to all other industries, this is exceptionally high where the national average hovers around just 15%.

As you are probably aware, this is a very expensive problem. When considering recruiting, hiring, and training, research by the Everest Group indicates an estimated direct cost to contact centers between $3,100 and $5,100, to replace a single lost employee. What’s more, is that because of a temporary drop in productivity, companies miss out on revenue, which is estimated at an additional $2,000 - $3,000 per lost employee.

How one agent can make a substantial difference

Research has shown that the main reason customers choose not to return is not because of pricing or product issues. Most customers don't return due to poor service. Your frontline agents can make all the difference. They can give every single customer a reason to return.

Sound like a lot of power? Well, it is.

One of the most critical steps in making and receiving customer calls is deciding not just how many staff are required, but what type of staffing solution your business will utilize. Since about three-fourths of call center costs are related to labor costs, the decision is fundamental to the operation of your business.

No call center is perfect when it comes to forecasting and scheduling. Even with advanced technology, statistics, and Workforce Management software there are too many uncertainties that impact the call center on an interval level. The goal of any forecaster or planner is to strive to be as accurate as possible in their forecast of requirements and scheduling their associates. Carelessness in doing so can result in heavy costs for the company. Although it may seem obvious how understaffing can negatively affect the call center, there’s a high cost in overstaffing as well.

Contact center staffing, commonly referred to as Workforce Management, is one of the most critical functions of planning and managing a call center. Since the majority of costs associated with the call center are attributable to personnel, it is imperative to get just the right number of staff in place. Overstaffing results in spending needless dollars, while understaffing results in poor service, over worked staff, and the risk of lost revenues.