Employee turnover has long been a persistent challenge in contact centers, with attrition rates ranging from 30% to 45%. One of the primary culprits? Inadequate training. When agents are ill-prepared, customer interactions suffer, leading to frustration on both ends of the call and ultimately driving employees out the door. But what if there was a way to not only improve training but also ensure consistent quality across every customer interaction?
Automated Quality Management (AQM) is an emerging contact center technology that leverages cutting-edge technology and allows for streamlined monitoring, evaluation, and coaching of agent performance. In short, it provides a holistic solution for contact centers looking to enhance employee efficiency and customer satisfaction.
What is AQM?
AQM automates the entire quality management process for contact centers. This includes scoring evaluations, assigning coaching sessions, scheduling, and transcribing calls. AQM involves 100% call evaluation, which would be challenging to accomplish manually. Additionally, it offers a proactive method to track compliance issues, ensuring a superior customer experience.
The Benefits of AQM
AQM offers multiple benefits that make it an indispensable tool for contact centers.
- Cost-Effective Technology: By reducing the need for manual evaluations, AQM significantly cuts operational costs.
- Agent & Customer Satisfaction: AQM ensures that agents receive timely feedback and coaching, which enhances their performance and boosts customer satisfaction.
- Enhanced Quality Monitoring: With automated systems, you can achieve comprehensive and unbiased quality monitoring.
- Greater Compliance: AQM helps in proactively tracking compliance issues, ensuring your contact center adheres to regulatory standards.
- Streamlined Workflows: Automation of repetitive tasks frees up your team to focus on delivering better customer service.
AQM Features to Look For in Your Solution
When selecting an AQM solution, certain features are critical for maximizing its benefits.
- Integration with Existing Business Systems: AQM should seamlessly integrate with your existing contact center software, allowing for improved data analysis and operational efficiency.
- Workflow Automation: Look for features that allow automation of specific,QA metrics, along with traditional QA automation like data collection and scoring.
- Clear & Measurable Standards: The solution should standardize customer service protocols, call handling, and scripting to ensure consistent quality.
- Evaluation Tools: Flexible evaluation tools are essential for optimizing agent performance and providing actionable insights.
DVSAnalytics: On the Cutting-Edge of Contact Center Technology
DVSAnalytics is dedicated to advancing contact center technology. With the upcoming release of Encore version 9.1, two of its three functional suites—Workforce Optimization (WFO) and Speech Analytics—will be integrated. This integration will enable speech analytics to work seamlessly with Encore’s viewing and playback tools, paving the way for the introduction of advanced AQM features in future Encore versions.
Learn how Encore by DVS can transform your contact center operations with cutting-edge solutions and get in touch with our team today.
