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10 Reasons to Automate Quality Assurance for Contact Center Agents

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Contact centers are under pressure to provide excellent customer service while keeping costs low. One way to achieve these goals is by automating quality assurance for contact center agents. By automating quality assurance, you can ensure that your agents provide the best possible support, leading to happier customers and improved customer satisfaction scores.

Here are ten reasons to automate QA for your contact center:

Improve first call resolution rates

First call resolution is the percentage of calls resolved on the first contact with the customer. By automating quality assurance, you can ensure that your agents resolve more calls on the first contact. This will lead to fewer call escalations to a supervisor and improved first call resolution rates.

Reduce average handle time

Average handle time is the average amount of time to resolve a customer’s issue. By automating quality assurance, you can ensure that your agents resolve problems quickly, which will lead to shorter average handle times and improved customer satisfaction scores.

Identify training needs

By analyzing agent performance data, you can identify areas where agents need more training. This will help you provide targeted training to improve agent performance and reduce customer churn.

Improve compliance with regulations

By automating quality assurance, you can ensure that your agents follow all of the required procedures. This will lead to fewer compliance issues and improved customer satisfaction scores.

Improve agent retention

By automating quality assurance, you can identify agents at risk of leaving the company. This will allow you to provide targeted training and coaching to these agents, leading to improved agent retention and reduced turnover costs.

Identify sales opportunities

By analyzing customer interactions, you can identify upsell and cross-sell opportunities. This will lead to increased sales and improved customer satisfaction scores.

Reduce operational costs

By automating quality assurance, you can reduce the need for supervisors to monitor agents, leading to reduced operational costs and improved customer satisfaction scores.

Improve agent productivity

By automating quality assurance, you can ensure that agents are spending their time on productive tasks, leading to increased agent productivity and improved customer satisfaction scores.

Contact Center Managers will see improved morale

We all want our teams to be happy and give their best, so by automating quality assurance you can ensure that the customer is getting what they need. Your entire CX team will have more time for other important work which leads directly into improved morale.

Have real-time access to your Agent Scorecards 

Save time and money by learning How To Use a Call Center Scorecard for Quality Assurance. Use a platform like Speakeasy AI to build a custom scorecard that analyzes the most critical data for your business.  

Automating quality assurance is a great way to improve the performance of your contact center. Contact us today to learn more about how we can help you automate quality assurance with Agent Assist.

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