The success of any contact center and the efficiency of its operations significantly depend on the performance of the team and QA. Your QA auditors find the gaps in the quality of service to enhance the customer experience in omnichannel customer interactions.
Regardless of the nature of the business (B2B or B2C) and products (brick-and-mortar or SaaS applications), the QA’s role is crucial. Companies outsource telemarketing to outbound sales services because of their past stats. But how do you measure the productivity of the QA auditors?
KPIs for Monitoring QA Auditors’ Performance
The KPIs for QA auditors are different from those of contact center agents. But the KPIs of these auditors are often not spoken enough about. Their performance indicators can be divided into quantitative or measurable KPIs, qualitative KPIs, business impact KPIs, and general employee KPIs.
These indicators can help you get a complete image of the QA auditor’s performance. The following are the performance KPIs you should be looking at to track performance:
Quantitative KPIs
When you are monitoring the performance and efficiency of the QA auditors, there aren’t many KPIs to track performance. The reason is that their job is to find what needs to be improved in contact center operations. They could be listening to calls and checking live chat and email interactions. And the time taken on these tasks can depend on the industry, business, and type of interactions.
But considering these aspects, you can set up some measurable KPIs to see the performance of call center agents. You can check the efficiency of your auditors based on the time taken for every audit. If the time is in line with your industry’s best practices, then you are on the right path. Otherwise, your QA auditors are lacking behind. So, the number of audits per day and time taken per audit can help you check your team’s performance.
Qualitative KPIs
Qualitative KPIs of QA auditors in contact centers measure the accuracy of the conducted audits. Such performance metrics are important because you would want the data to be as accurate as possible. To test the accuracy of the audits, you can conduct multiple audits and compare for accuracy.
Also, NLP equipped dashboard may be helpful for you in doing so as well. But they are not completely dependable. Their effectiveness depends on the understanding of the person dealing with the technology. However, they can get you some idea of the accuracy of an auditor’s findings.
The best approach is to have audits done by multiple auditors and cross-check the data. This method can help in contact centers with multiple campaigns. But the downside of doing so is that it may give rise to a conflict of interest. So, it’s best to conduct such QA performance audits carefully.
Business Impact KPIs
As the name suggests, business impact KPIs evaluate the performance of QA auditors based on the impact on the overall business. These KPIs could be based on the effect of the QA auditor’s efforts on the overall contact center operations performance.
The company may take into account the betterment of the performance of individual contact center agents and complete teams. Auditors’ may be judged based on their findings and coaching the team to enhance the performance.
An obvious way to see the change in performance is to compare the monthly results for NPS and CSAT scores. These two KPIs offer a clear image of the performance of a contact center. Since enhancing the quality of operations is the whole point of quality assurance, these stats reflect the performance of QA auditors for a business.
General Employee KPIs
Apart from what QA auditor’s performance in enhancing the contact center on qualitative, quantitative, and business impact basis, another type of crucial indicator is the general employee KPIs. Full-time QA auditors are also evaluated on the standard employee KPIs.
These KPIs are usually the same regardless of the industry. General employee KPIs include absenteeism, lateness, and general behavior at the workplace. So, these are some other performance indicators the QA auditors have to satisfy. Often contact centers have a strict policy against absenteeism and lateness compared to other businesses. So, complying with the company policies in these areas is crucial.
So, these four types of performance evaluations together can give you clear insights into all levels of performance of QA auditors. So, considering all of them together can be a better practice instead of individual evaluations.