Up to 10% improvement in FCR from CQA monitoring in the first year.
CQA process delivers tremendous insights for coaching and training agents to improve FCR and CX.
Customer is the Judge
By letting the customer be the judge it provides a more objective overview of FCR and CX and improvement opportunities.
CQA Enhances Traditional QA
Customer Quality Assurance (CQA) enhances traditional QA but does not replace it. mySQM™ FCR 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 call 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 call center’s FCR and CX performance. If properly implemented, a call center can expect notable increases in CX, FCR and Esat metrics. The CQA form can be easily customized to meet your specific needs.
Get FCR and CX improvement from QA
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 FCR. With CQA however, a call 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.
Better Call Center Coaching Insights
CQA process allows supervisors and trainers tremendous insights for coaching and training agents to improve FCR and 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 agent 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.
Bring The Voice Of The Customer Into Quality Assurance
By letting the customer be the judge, the subjectivity of the QA process is removed, providing a more objective overview of customer experience and opportunities for improving FCR and 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 customer's experience - the customer themselves. QA evaluators continue to assess internal areas and metrics that a customer would not be able to measure.