Quality management plays a significant role across sectors from banking to e-commerce in improving organizational efficiency and enhancing customer satisfaction. In every aspect of business, quality and quality management is important and so it is when it comes to customer service.
This blog will walk you through the concept of quality management, its significance in customer service, and different challenges impacting effective quality management in customer service. It will also delve into how WIZ Insights, a conversation intelligence tool, can aid customer service quality management for your organization.
What is Quality Management?
Investopedia defines quality management as a practice of offering “existing and potential customers with support to enhance their satisfaction with the company, its products and services.” Along with improving customer satisfaction, quality management also focuses on ensuring quality across the organization with continuous improvement strategies.
As per the Future of CX report from PwC, one in three customers abandon a brand they love after a bad experience. This shows that lack of satisfaction, which can arise due to the quality of the product, customer service provided by the brand, or other factors, can impact customer experience, retention, and loyalty. In short, failing to manage the quality of products and processes can lead to a cascading effect, hampering customer experience, sales, revenue, and business growth.
Therefore, it is integral to focus on quality management with quality planning, quality assurance, quality control, and quality improvement initiatives.
Focusing on quality management can benefit sectors such as banking and financial institutions in improving organizational efficiency, employee empowerment and engagement, product/service quality, and customer loyalty and satisfaction. Businesses, especially in the BFSI sector along with other sectors, have to invest in quality management. While doing so, customer support is a key area to prioritize, and in this, customer service plays a crucial role.
Why is it Important to Focus on Quality Management in Customer Service?
What are the Challenges that Impact Quality Management in Customer Service?
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1. Inconsistency in evaluating interactions as different evaluators might use different metrics
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2. Reliance on manual processes for quality management, which hinders monitoring all customer interactions and restricts the analysis of two to three percent of call recordings
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3. Usage of outdated technology, such as keyword or text similarity analysis, for performing quality assurance as part of quality management
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4. High compliance risk, especially in industries with strict regulations, because of the challenges in analyzing all agent-customer interactions
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5. Lack of accurate and reliable data due to flawed quality management processes, making it difficult to achieve high performance
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6. Scalability issues when there is a surge in customer interactions
What is WIZ Insights and How does it Help with Quality Management in Customer Service?
Compliance
Quality Assurance
Analytics
Benefits of Integrating WIZ Insights in Your Customer Service Tech Stack
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1. Reduce compliance-related risks – With WIZ Insights, customer service teams can perform 100% quality inspection. This helps in identifying risk points related to compliance in agent-customer conversations. If any risks are identified, the compliance team will be alerted, and they can take the required remedial actions.
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2. Conduct data-driven agent performance reviews – WIZ Insights helps customer service teams to analyze and evaluate agents with its performance management scorecards. This aids in scoring every interaction objectively against the same standard for all the agents. The ratings and feedback attained can act as facilitators in improving agents’ performance, thereby boosting their productivity and satisfaction.
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3. Aid with agent training – WIZ Insights helps in identifying the root causes of issues and also finds best practices in agent-customer interactions. These insights gained can then be used for training and coaching agents.
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4. Improve quality with a wide range of inspection capabilities – WIZ Insights has many inspection capabilities, and they are powered by Large Language Models that help enhance customer service quality. They include inspection of audio, content semantics, ticket, SOP, and keywords.
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5. Facilitate customized insights based on scenario and requirement – WIZ Insights offers customer service teams the option of customization insights based on their requirements and scenario. The requirements can be general, compliance-related, process-related, context interaction-related, and so on.The scenario can be debt collection, appointment booking, customer service, sales, or others. For instance, if it is related to debt collection as the scenario and compliance as the requirement, WIZ Insights can provide insights related to sensitive content, collecting debt from debtors and not contacting people, and others.
Final Thoughts
