Because of the support QA difficulties, many businesses prefer to not trouble with it. It’s not that they don’t want to improve their service delivery, but let’s face it! Launching a support quality assurance is difficult. But it’s not impossible!
Here are a few common support quality difficulties and how you can overcome them:
There isn’t enough time
Consistency is essential for a successful QA program. Continued enforcement is necessary to remain relevant and effective.
Managing a team and getting their work done is difficult enough. A continuous commitment, such as QA, can cause even the most ambitious leaders to back down.
Concentrate on the important tasks.
We devote half of our work time to extracurricular activities, according to a study published in the Harvard Business Review.
They recommend that you use the “Start, Stop, Continue” method to identify those low-value tasks. As a result, you can decide what to drop, assign, or redesign.
What does this mean for your support QA difficulties?
You have the option of delegating non-QA responsibilities or delegating some QA responsibilities.
The first choice means handling all QA-related tasks yourself. At first.
The second option is to delegate all QA responsibilities to a team leader or a support supervisor.
If you go with the first option for your QA program, at least try to offload some of the load.
The second option will allow your teammates to assist you with tasks such as:
- Choosing and managing random customer conversations for analysis;
- Gathering and evaluating any conversations provided by agents;
- They can score conversations using a support QA rubric that you provide.
There is too much data
Each week, support teams handle hundreds of customer inquiries.
Having such a volume of tickets, your team will face some challenges, like:
- How to know which ticket to choose to review?
- How to be fair, when choosing and evaluating a ticket?
- How to review all those tickets?
Select a random sample of conversations to examine.
It’s unnecessary and unsustainable to review every agent-customer interaction. Make sure you get a representative sample, using your team’s most popular CRM tags.
Agent-customer interactions ticket types may include:
- Password assistance
- Shipping situation
- Product bugs
- Refund request
- Technical support
Unorganized software tools
In the early stage initiative, most support QA start in a spreadsheet.
They use a variety of tools and documents to set their goals across channels. As an outcome, manual QA program support teams will spend considerable time establishing things.
QA will be less effective and efficient keeping this level of maintenance as a company grows.
It’s impossible to solve issues in real-time if you review the actual conversations, weeks after they occurred.
Because of the delayed feedback, the odds of negative customer interactions will increase.
First, document the procedure.
Working with a manual system can be challenging. The benefit of using a manual system is that it can be adapted to the needs of your support team.
If you buy a QA tool without first testing it, it may focus on establishing procedures that aren’t ideal for your company.
But, if you can put up with the clumsy limits of manual QA, you can also design a long-term process that allows you to buy a tool that supports it.
QA is viewed negatively by the team.
If your agents’ conversations and scores are constantly monitored, they may become anxious. Especially in the case that they never worked with QA methods.
And even more, they may become resentful if there is trouble associated with their performance.
Share with your team how quality assurance benefits everyone.
Try and be as honest as possible about your goals for the QA program. Turn your wary agents into ecstatic coworkers who will enjoy the benefits of a QA program.
Explain how those benefits fit into the goals of the company:
- You will have a pretty good reputation.
- It will reduce churn.
- There will be executive support invested in the team.
And also, explain how your agents will know what’s in for them:
- Skills that enable them to excel in difficult conversations.
- Added opportunities are available for promotion and possibilities for appreciation.