Empower your advisors to deliver exceptional customer experiences
Just 3% of customer interactions are currently evaluated in contact centres and even less are acted upon. With Puzzel Quality Assurance, you can monitor the customer interactions that matter most to your business, extract key, actionable insights, and deliver personalised coaching programmes that have a real impact on your agent performance and improve customer experience.
Puzzel Quality Assurance is a complete, end-to-end QA and performance management solution. It enables QA teams to automatically filter and select the most important customer interactions for evaluation. Leaders can then score, deliver feedback to agents, and create personalised coaching programmes that can be tracked over time to ensure the continuous development of your workforce, services and operations. With QA and coaching all in one, you can deliver 10x more feedback and increase productivity by 285%.
Build custom work queues to automatically identify and distribute customer interactions to QA teams for evaluation and root-cause analysis
Provide constructive feedback to agents and create personalised coaching programmes tailored to their needs
Identify opportunities to improve customer satisfaction and track progress of coaching programmes over time
Create your own flexible scorecards to evaluate voice, email, web chat, SMS, video and social media interactions. Choose from our range of best practice templates or create your own template with questions, rubrics, scores, and guidelines that reflect your organization’s unique values and needs and identify root causes of problems. Ensure consistent and fair QA scores by inviting colleagues to blindly assess the same conversation and then compare the scores. Employees can actively participate in the QA process with a transparent appeals system and even rate their own service delivery with a self-evaluation mode that doesn’t affect your core results.
Give employees constructive feedback that they can apply immediately in their next meeting. Send employees completed assessments in real time and allow them to track their own results and performance trends on a private, personalized dashboard. Analyze your entire feedback log using keywords and analytics to uncover systematic issues that are hindering employee performance, process tracking, compliance and customer satisfaction.
Quickly identify which employees and which aspects of your customer experience require attention, then track how your QA efforts are positively impacting your organization’s KPIs. Build your own dashboards, leaderboards, and reports to monitor the metrics that matter most to you. Control access to performance data through user permissions so senior managers can zoom in from above, team leaders can monitor their teams, and employees can see only their own results, feedback, one-on-one conversations, and actions.
Use data-rich employee performance insights to set up, plan, manage, and record all HR-related one-on-one conversations and actions in one place. Design and build your own meeting agendas or choose from our library of best-practice templates to ensure one-on-one conversations flow the same across the organization. Ensure each one-on-one meeting is actionable with reminders to ensure follow-up actions are captured and reviewed in the next session. Because everything is in one place, it is a piece of cake to register and track actions. Nothing is lost, everyone feels supported and HR teams also get the information they need.
Quality assurance – also known as QA – is the practice of examining and evaluating a company’s products or services to make sure they meet all necessary standards and requirements.
The practice originates from the manufacturing industry, where quality control officers must regularly inspect and check physical products before they are sold on to customers. For example, a chocolate bar might be checked for shape, size, weight, colour, texture, taste and so on. This ensures the bar is safe to eat, consistent for the customer, and lives up to the brand’s promise.
In the customer service industry, the process is slightly different but the goal is the same. It involves reviewing customer interactions after they have happened and scoring agents on a set of criteria to measure the overall quality of service and identify where they can improve. This helps to ensure all interactions are consistent, compliant, and meeting customers’ needs.
Quality assurance isn’t just about ensuring the best service for your customers – it’s about providing the best experience for your agents too.
Happy agents make happy customers, and research shows agents are happiest when they:
A good quality assurance process can help you deliver all three by:
In short, building quality assurance into your everyday contact centre operations will not only support your agents, but result in better customer service, increased customer satisfaction and loyalty, and higher revenue for your business.
A good quality assurance process involves five key steps.
First, you must measure the quality of your service. This typically involves taking a random sample of customer interactions and assessing agents on a list of criteria, such as process adherence, compliance, and customer experience. It’s also a good idea to assess agents on their soft skills, such as etiquette, confidence and empathy.
Second, you’ll need to score the quality of your service. It’s up to you how you wish to score each criteria – for example, a pass/fail for compliance or a rating out of 5 for confidence – but it’s important all interactions are assessed in the same way. Using a standard scorecard can help to maintain consistency, reduce bias, and ensure scores can be properly analysed and compared over time.
Third, scorecards must be analysed. This will produce a wealth of data that you can then use to identify trends (e.g. an improvement in customer satisfaction after training agents in de-escalation skills), areas of strength (e.g. empathy), or areas for improvement (e.g. product knowledge or adherence to scripts).
Next you’ll need to provide your agents with constructive feedback. Without feedback, quality assurance becomes a simple data collection exercise. But with feedback, agents can identify where they’re excelling and where they need to develop their skills to provide better service for customers.
Finally, you should consider how you can improve your wider contact centre operations. By assessing interactions, analysing the data, and speaking to agents, you may uncover pain points in your workflows or customer journey that you hadn’t noticed before. For example, you may find agents are having to switch between multiple applications to resolve a certain type of enquiry, leading to long wait times for the customer. Quality assurance can therefore help you to identify and rectify these barriers.
The three biggest challenges contact centres face when it comes to quality assurance are: low engagement, poor efficiency, and a lack of actionable insight. These are often the result of using manual and/or fragmented systems, such as spreadsheets and online forms, which can be time-consuming to use and subject to bias.
For example, when QA teams have to manually search for and select customer interactions to examine and score, this opens the quality assurance process to bias (both unconscious and conscious). This may cause agents to lose trust in the system and become disengaged. But a QA solution can eliminate this problem by automating the selection process and removing any potential for prejudice.
Moreover, when QA teams have to jump between multiple systems to review interactions, record their scores, analyse the data, create reports, provide feedback to agents, organise one-on-ones, and track the results, the QA process can become very confusing, time-consuming, and prone to error. Having an all-in-one solution integrated with your contact centre, where QA teams can carry out the process from start to finish with alerts to help keep them on track, can therefore help improve efficiency and reduce errors.
And finally, a lack of actionable insight is often the result of poor reporting. When QA teams have to manually compile reports using information from multiple sources and systems, it can be difficult to properly analyse the data and draw meaningful insights. A QA solution can help simplify and streamline the process, generating automatic reports and providing a single source of truth that everyone can trust.
Puzzel Quality Assurance structures and streamlines the quality assurance process, helping QA teams to successfully inspire agents, improve customer service, and deliver measurable change in the contact centre. Customer interactions can be automatically distributed to elevators for review, helping managers identify which agents need support and which skills they need to improve. Agents are then empowered with feedback and a structured coaching programme tailored specifically to their needs.