Reimagining Quality Assurance in the ‘new normal’


Posted on: 13/11/2020

Reimagining Quality Assurance in the ‘new normal’

Whilst Quality Assurance has historically been the cornerstone of Call Centre management, the sudden move to remote working and a surge in call volumes has had an inevitable impact on the effectiveness of traditional QA processes during the COVID-19 pandemic. In today’s new normal, organisations must adapt to these changes and understand how to reimagine QA to drive better quality outcomes for the evolving requirements of their consumers.


A global boom in Call Centre activity

Contact Centres around the world have been challenged with a sudden surge of calls, incoming enquiries and unexpected traffic from anxious customers during the pandemic. This has put agents under significant pressure and has highlighted the need for efficient, scalable and enhanced QA processes that can be delivered regardless of where the agent is working.

However, due to a lack of automation and outdated call scoring, many organisations are struggling with traditional methods of QA that are hindering Contact Centre optimisation and resulting in suboptimal training and coaching programs.

Today’s Contact Centres must therefore strive towards quality programmes driven by conversational AI that reduce manual processes. Customer conversational data contains a wealth of actionable rich insights around customer sentiment and agent performance which can be tapped into when paired with Artificial Intelligence and Machine Learning.

Leveraging this technology, Contact Centre leaders can gain insights to create relevant coaching programs that help them to understand how to drive change to better the customer experience.


The move to automation: Reimagine QA in your Contact Centre

Red Box has joined forces with partner Tethr - a leading AI-based conversation intelligence platform that unlocks the hidden insights sitting in your customer call data (and other customer interactions). In this session we explore how Call Centre leaders are harnessing technology to both automate and augment the QA process. Looking at the continuation of remote working and impact from Coronavirus, understand how being able to listen to and analyse every conversation in near real-time can help you to reimagine QA in your Call Centre to quickly identify efficiencies, costs savings and coaching and training requirements that will help optimise both employee and customer experience.


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