Quality Assurance / Quality Monitoring Benchmarking
Hi! For those of you who are conducting quality checks on phone calls, chats, and tickets:
- How many are you doing each month for each channel?
- Are your counts based on the agent (e.g. 10 per agent per month) or by customer (X% per channel)
- What is the structure of your QA team - one pool of QA analysts to support all agents, QA analysts dedicated to a specific group or customer, or another structure?
I'd also appreciate any industry benchmarking you could point me towards!
Answers
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Hi @Kim Ahmer , we used to run 5% of total calls (support). When call volume increased, we concentrated on calls that took longer than 10min. During that time, we did not have a dedicated QA team; we worked in "squads" so one could listen to each other calls.
I also heard a comment from a CCO about leadership engagement to have Directors and VPs joining 5 calls in 50 days (here in this Podcast: https://www.tsia.com/podcast?wchannelid=g0p3e80cba&wmediaid=1kyj1tztbv).
One interesting thing now is to try using transcripts and AI-based text interpreters to gather insights from word-clouds and other analyses.
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