For those organizations whose beating heart is their contact center, the degree of quality management significantly influences the effectiveness of their operations, particularly in one of the most important elements - customer experience (CX).
Quality management in contact centers is pivotal in shaping effective operations and customer interactions, but quality management tasks are not easy without the help of the right monitoring and performance management solutions.
If you use the Genesys Cloud Software as a Service (SaaS) solution for customer experience management, this guide will help you to achieve the best possible quality management, consistency, agent performance and customer satisfaction.
The challenges of contact center quality management
Quality assurance in contact centers is a make-or-break process. If the performance of services doesn't match an organization's standards, then they stand to lose customers as well as agents.
There are four key areas where problems are likely to occur in a contact center:
Employees
Finding good staff can be difficult, but keeping them is even harder. Stress and burnout are major factors that cause absenteeism. Employee turnover in the contact center industry is higher than the US average, and employee attrition can cost organizations dearly.
Customers
Customers usually don't use a contact center unless there is a problem, so when they call, they’re typically upset or anxious and need help. Resolving calls on the first try (FCR) is considered one of the most important metrics for a call center’s efficiency. The average first call resolution (FCR) rate in the contact center industry is around 70%, but this can vary depending on several factors, including complexity of the call, and agents' efficiency.
Technology
Contact centers typically use a variety of tools and technology. Much of their day-to-day operations rely on multiple software applications, requiring employees to constantly switch between multiple databases. This becomes a problem when 60% of failed first-call resolutions are due to an employee’s inability to access data.
Management
Call center managers rely on a combination of historical and real-time data to make decisions. Problems occur when these metrics focus on the number of customers served, rather than quality of service. Most call center metrics include first-call resolution, speed to answer, and average handling time, but quality managers should look for more insights from their metrics to help create better evaluations through quality management tasks.
Outlining performance metrics and monitoring contact center teams is essential, and companies must ensure that their KPIs align with their visions and business goals.
Find out more about Genesys Cloud monitoring in our guide
What is Genesys Cloud quality management certification?
Genesys Cloud CX™ is one of the world’s leading AI‑powered customer experience orchestration platforms. It allows contact centers to seamlessly coordinate every step of the customer and agents experience.
Quality management allows managers to record and evaluate agents and interactions to improve the contact center experience, and enables managers to coach employees to improve agent performance.
The Genesys Cloud CX Quality Management Certification exam is designed for quality administrators, quality managers and developers, and tests the ability to perform quality management tasks such as interaction evaluations, consistent scoring, and calibration.
Quality Management Certification helps managers and supervisors with coaching and interaction evaluation, as well as upholding quality policies, and tests knowledge of the reporting options available for Quality Management.
Quality evaluation forms
A quality management evaluation form is a series of questions used by evaluators to evaluate the performance of agents during interaction handling and serve as a measurement of success in evaluation.
Evaluation forms also provide a roadmap for agents on the critical components of a good customer interaction.
Image source: Genesys Cloud resource center
Interaction recordings
Genesys Interaction Recording (GIR) is a platform that helps contact center administrators to review interactions with customers through recording across multiple sites and interactions.
As part of the the Genesys Cloud CX platform it can record:
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Audio communications
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Desktop screen activity
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Secured communications
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IVR recording
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Screen recording
Quality Assurance and Compliance (WE01) for Genesys Cloud
To satisfy regulatory requirements, Genesys Cloud CX records and retains every customer interaction.
Additionally, the recording of agent desktop activity provides valuable insights on how effectively an agent addresses customer needs.
As mentioned above, Genesys Quality Evaluation includes evaluation forms that are used with recorded interactions. Voice transcription enables speech to text conversion of voice recordings, and a post-interaction survey is built in to the platform.
Quality management best practices
Quality management encompasses a range of practices that include consistent monitoring, evaluating, and improving customer interactions. This ultimately results in the most positive outcomes.
Quality evaluators, quality administrators, and quality managers need the most effective tools and integrated automated processes to handle all contact center interactions.
Quality management also identifies areas for improvement. Regular monitoring and evaluation of interactions will reveal patterns, trends, and weaknesses. These insights enable contact centers to implement better targeted training programs, and address agent weaknesses while at the same time enhancing their skills and boosting overall performance and satisfaction.
How IR can help with Genesys Cloud quality management
Continuous improvement depends not only on the type of contact center software you use, but the monitoring and performance management tools used to keep it functioning as it should.
Many organizations deploy Genesys Cloud services for customer experience (CX) management - and at IR, our cutting-edge troubleshooting and analytics solutions now support Genesys Cloud.
Create great customer experiences with IR Collab for Genesys
Our solution, IR Collaborate for Genesys, provides cutting-edge monitoring and analytics, enabling superior service outcomes and seamless experiences for your customers.
With proactive issue resolution and enhanced uptime, the result is more satisfied customers, leading to customer and employee retention and ultimately, increased revenue.
Real-time proactive system health monitoring
Large enterprises with a high-volume of inbound calls and agent interaction need to ensure uninterrupted service during peak hours.
IR Collaborate for Genesys Cloud, enables proactive monitoring to continuously monitor the health of the Genesys Cloud environment and spot performance anomalies with real time notifications and alerts before they worsen and affect customer interaction.
Whether the problem is a network issue, device configuration problem, an update needed, or a remote agent having connectivity issues, continuous monitoring in real time leads to peak performance and swift issue resolution.
Remote agent monitoring and support
Many organizations now have a significant number of contact center staff working remotely, so it's imperative that they have access to the support they need to handle inbound calls without encountering technical issues.
IR Collaborate for Genesys Cloud provides real time visibility into performance and technical issues affecting remote agents' phones and systems, reducing any downtime.
Proactive Testing
For businesses that experience a surge in customer inquiries during major product launches or sales, they need to know that their systems can handle this volume.
IR Collaborate for Genesys Cloud CX can simulate high-volume call scenarios to test the infrastructure's ability to handle increased loads. This can help identify call routing issues, detect and prevent bottlenecks, and ensure customer satisfaction.
Frictionless integration
Disruptions can occur when businesses often need to integrate their contact center monitoring tools with existing systems in the IT infrastructure.
IR Collaborate for Genesys Cloud CX seamlessly integrates with the existing infrastructure, providing a unified view of your contact center system performance without requiring extensive modifications or downtime.
Proactive problem resolution and operational efficiency
With IR Collaborate for Genesys Cloud CX, you can gain comprehensive insights and actionable data to optimize contact center operations. This helps to proactively identify & resolve issues before they impact customer interactions - and achieve the best possible quality management, consistency, agent performance and customer satisfaction.
