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CQA is a holistic approach because it uses both the VoC and call compliance information to assess call quality. It is a best practice for improving the impact of call monitoring on the contact center’s CX and FCR performance. CQA data is captured and reported thorough mySQM™ CX Insights software.
Up to 10% improvement in CX from CQA monitoring in the first year.
CQA process delivers tremendous insights for coaching and training CSRs to improve CX.
By letting the customer be the judge it provides a more objective overview of CX and improvement opportunities.
Customer Quality Assurance (CQA) enhances traditional QA but does not replace it. mySQM™ CX Insights software includes a CQA approach that combines call compliance data judged by a QA evaluator and the customer’s opinion gathered through a post-call or email survey of the service they received from the contact center. CQA uses both Voice of the Customer (VoC) and call compliance information to assess call quality and is the best practice for improving the impact of call monitoring on the contact center’s FCR and CX performance. If properly implemented, a contact center can expect notable increases in CX, FCR and Esat metrics. The CQA form can be easily customized to meet your specific needs.
Most traditional QA programs are designed to meet the organizations needs, not the customer's needs. In fact, SQM's ground-breaking research shows that traditional QA practices have little or no impact on improving CX. With CQA however, a contact center can experience a 5% to 10% sustained improvement in FCR and a 5% to 20% improvement in Esat for QA monitoring in the first year of implementation.
CQA process allows supervisors and trainers tremendous insights for coaching and training CSRs to improve CX. CQA uses post-call phone or email survey customer feedback to evaluate if the customer’s needs are being met. The survey focuses on call quality metrics that the customer can judge, such as their satisfaction with the CSR and whether their call was resolved. By combining the VoC with the QA evaluation of the call, it provides a holistic view of the interaction.
By letting the customer be the judge, the subjectivity of the QA process is removed, providing a more objective overview of CX and opportunities for improving CX. CQA uses VoC to judge call quality to enhance, not replace, the established call monitoring process. The external evaluation determines if the customer’s needs are met and is judged by the only person who can judge the CX, the customer. QA evaluators continue to assess internal areas and metrics that a customer would not be able to measure.
Learn more about mySQM™ CX Insights software to find out how SQM can help your company improve customer and employee experience through our Personalized Intelligence™ CQA feature of the software.
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