As customer expectations continue to rise, it’s become more challenging and costly for contact centers to maintain exceptional support quality for their customers. And while traditional quality management can have a positive impact on your customer satisfaction levels, it’s no longer enough. Not to mention, it can hinder your operational efficiency and make you incur hefty monthly expenses.
Automated Quality Management (AQM) automates the quality management process in contact centers by leveraging artificial intelligence and machine learning. It enables you to efficiently evaluate interactions between your agents and customers, as well as access deep insights that uncover opportunities for quality improvement.
What is a Quality Management Process in Contact Centers?
In contact centers, quality management is the evaluation and improvement of customer satisfaction by weighing the quality of customer interactions against pre-defined quality standards.
Quality management ensures a top-notch customer experience, providing your business with a competitive advantage. In a typical quality management process, the target standards are set, and quality analysts evaluate customer interactions to measure how they compare to these standards.
Additionally, quality management can uncover product or service issues that may not be easily recognizable without customer feedback.
What is Automated Quality Management?
Automated Quality Management (AQM) can enhance quality management in contact centers by automating the whole quality management process, from interaction assessment to agent coaching.
It automatically scores 100% of the voice and text interactions and provide you with insights about the causes of the low scores and what you can do to improve them. Moreover, AQM can be used to target particular business units by specifying which questions should be scored.
This approach is efficient and allows for the analysis of data that isn’t feasible with traditional sampling methods that only monitor a small number of interactions.
Why is AQM Important for a Contact Center?
Some of the benefits of incorporating AQM in contact centers can be illustrated in the following points:
AQM Can Increase Efficiency
Automated quality management enables contact centers to accurately track processes that impact the quality of the customer experience, without the footprint. Compared to traditional quality management, AQM doesn’t require significant management efforts or investments.
It allows contact centers to effectively allocate their resources to improve quality, without the associated overhead costs.
Increasing Compliance With AQM
Unlike manual tracking, AQM tracks 100% of the customer interactions, as opposed to the traditional method that relies on random samples that don’t exceed 0.3% of the actual number of calls.
As a result, the insights you get about your call center’s non-compliant interactions will be more accurate with AQM.
Better Coaching With AQM
AQM enables you to create a personalized coaching experience for your agents as it helps you identify their strong and weak points, as well as their performance.
By continuously assessing agents and empowering them with personalized learning sessions, they’ll be able to expand their skill set and do their job more effectively, which also contributes to higher job satisfaction rates and a lower turnover.
Faster Onboarding With AQM
Automated Quality Management (AQM) for contact centers can speed up agent onboarding by providing standardized training procedures, automating evaluations, offering coaching and mentoring, and improving compliance.
With AQM, new agents can have facilitated access to training materials and receive real-time feedback on their performance, enabling them to improve their performance faster and shorten the onboarding process.
Improve Your Quality Management With Balto
Balto’s AI-powered, real-time QA capabilities automatically score 100% of customer interactions, providing you with more accurate insights that are simply not possible to derive with random sampling.
Easily identify non-compliance by exposing the root cause of low scores in interactions and prevent mistakes from becoming habits. Empower your team and boost agent performance with personalized data-driven coaching and scale best practices for your whole team.
We’re happy to offer you a free demo of the Balto software so you can explore how it works in practice.
