3 Considerations for Showcasing the Impact of Quality Management

May 13, 2019

About the Author

Lauren Maschio

Lauren Maschio has over 20 years of marketing leadership experience in the high technology industry with more than 10 of those years in the contact center market. As a NICE senior product marketing manager for the Quality Management solutions, Lauren is responsible for driving strategy and thought leadership, campaigns, and sales enablement. Prior to NICE, Lauren has held senior-level global marketing positions at VoltDelta, Process Software, Compaq (now HP), Bay Networks (now Nortel) and CrossComm. Lauren holds a bachelor's degree in Marketing from Babson College and a MBA from Northeastern University.

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3 Considerations for Showcasing the Impact of Quality Management

by Lauren Maschio

May 13, 2019

Call center quality management leaders are tasked with carrying the torch for agent improvement and driving an organization towards its customer experience goals. But often, it's a struggle to share the insights needed to demonstrate how an organization's quality program is contributing to those overarching goals.

Without the right call center quality monitoring and automation tools, quality managers find themselves unable to tie their activities to big picture business objectives or answer questions from executives about the impact of their department. That's why we launched our Quality Hot Topics educational video series: A space for today's quality leaders to examine and share how they're delivering impact in their organizations. Other hot-button issues examined in the video series include how to automate manual quality processes; how to automate the quality score dispute process; a deep dive on quality workflows; and upping agent involvement in your quality program.

In our video on "How Quality Makes a Difference in Your Organization," we dive into call center quality management at Morgan Stanley and WPS Health Insurance. We discuss best practices and technology solutions that enable quality leaders to best demonstrate impact and how they're making a difference. View our Quality Hot Topics video series and consider the suggestions below.

What business challenges are you addressing?

The first step in showing quality management's impact to is to identify specific business needs that it is already addressing or could address. A successful strategy we've heard from call center quality management leaders is to take a holistic approach by asking questions like:

What does your business need from its call center quality management program?
What trends are other internal business leaders seeing that quality can help solve?
What challenges does your organization face this year that can be mitigated or eliminated through quality management?

By having these conversations, you can unearth new opportunities to highlight the role that quality plays throughout the business. Organizational demands can drive call center quality monitoring and metrics, allowing you to pinpoint the right insights for your organization's unique needs.

How are you empowering and demonstrating agent success?

Identifying big picture needs is a vital initial approach. However, we frequently hear from quality management leaders that they aren't sure how to implement processes and deliver information that empower the changes their organizations need. A recurring hurdle is taking the next step towards demonstrating quality management's value. As we examine in our Quality Hot Topics video, to empower change you should follow these two critical call center quality assurance best practices:

Display performance data in a clear, real-time dashboard. It should show agents and supervisors the KPIs that your quality program is ultimately responsible for and how your organization is progressing towards its goals. A dashboard creates a foundation for quality management success in two ways: 1) It makes quality information easily and quickly accessible. This demonstrates and empowers agent accomplishments, driving them to be more involved in the quality process. 2) It delivers insights at a pace desired by today's employees. With real-time results, employees can more rapidly improve their performance. You'll also be able to point to quality's impact more effectively.
Ensure that supervisors and agents are getting the right mix of information. Dashboards should show individual performance (such as their own average handle times) as well as how their overall department's performance is tracking back to organizational KPIs (i.e. average handle time goals). Providing the right type of data ensures that the insights supervisors and agents receive are actionable and lead to behavioral changes that drive performance improvements.

With dashboards delivering comprehensive, real-time insights, you can quickly provide feedback and coaching if needed and measure its effectiveness which clearly prove quality management's impact.

How are you demonstrating performance improvement to executives and other business leaders?

Once you have the right structures in place for sharing information with your staff, it's time to consider how you're delivering insights to your executives. Consider the answer to these questions when examining the various components that make your quality management program successful:

Are executives armed with the information they need about your quality program?
Can quality automation technology enable your team to deliver performance insights targeted to the organization's goals?

Look for technology solutions that can be customized to demonstrate how quality management solves challenges identified in your discussions with other leaders. You should be able to dig into the minutiae on underlying KPIs to provide feedback on whether or not a particular process is working or needs to be adjusted. This empowers your quality management team and executives with insight into how they can better achieve their business goals.

Take these questions into account when thinking about how you can best show quality's impact on your call center. By doing so, you can demonstrate quality's role in meeting unique organizational goals and its importance across your organization. Learn more by watching our Quality Hot Topics video on how quality makes a difference in your organization or visiting our webpage for call center quality management solutions.

About the Author

Lauren Maschio

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3 Considerations for Showcasing the Impact of Quality Management

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3 Considerations for Showcasing the Impact of Quality Management

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