Welcome to CS-QA
But how does one measure the service in order to ascertain its effectiveness?
This is easier said than done, one can of course measure such parameters as average reply times or FCR (first contact resolution) rates, but these only give a basic picture and cannot convey the way the client was treated by the customer support personnel in real time. Even customer satisfaction surveys can't convey an accurate picture of the customers' experience of the process.
How then can you measure and ascertain that your organization's customer support services are doing a good job and handling complaints and other support issues effectively? The answer is quality assurance.
CS-QA provides quality assurance solutions and services to companies and organizations looking to improve their customer service support services and team members. We achieve this through a rigorous evaluation and monitoring process, checking service representative's interaction with customers, measuring their response behavior and results. In addition, we interview complaining customers to gain an insight into their experience of the customer support response.
Quality Assurance
QA & Customer Service
The aim of quality assurance is to ensure the highest possible level of customer service and to sustain this level consistently and continuously. We achieve this by strictly and ceaselessly monitoring and evaluating customer support personnel and assuring a swift and amicable resolution of issues.
CS-QA's job is to act on behalf of our clients to make sure that the customer receives empathic and helpful assistance from the service provider. We achieve this through a thorough QA process.
Team evaluation & customer follow-up
At CS-QA we monitor and evaluate customer service team members on a regular basis. Whatever the platform, whether their service is carried out by phone, email, or live chat our measurement process is the same and addresses the same points.
In addition to monitoring service providers on behalf of their managers, we carry out follow up calls to customers who have filed complaints and had issues ranging in severity from relatively minor service complaints or refund requests, to compensation requests or demands, culminating in the worst case to unwanted lawsuits. Hearing the subjective experience of the customers gives us an invaluable insight into the process from another perspective.
The issues we monitor when evaluating teams and asking customers regarding their customer service experience are:
Clarity
Unclear questioning by customer support representative-jumping from one subject to another.
Technical language
Overuse of in-house jargon, technical language and terms which were at best hard to understand and at worst incomprehensible.
Too many details
Unreasonable request for more and unnecessary details when the support representative already had enough details to process and resolve the issue.
Long wait
Customer waiting for an unreasonable length of time in violation of wait-time policy.
Uncivil attitude
Support representative using rude or uncivil language or attitude.
Bad results
The issue wasn't resolved properly and the solution offered by the representative led to negative consequences.
Categorizing Data
CS-QA's professionals categorize the resulting data into negligible issues, serious issues, and appalling issues. We also allocate positive performance points in the case of positive feedback when the support representative has made an effort to listen and to resolve the issue speedily and effectively, in particular if the representative has shown outstanding initiative and helped above and beyond the initial customer complaint subject.
It’s important to bear in mind that the purpose of our evaluation is to learn and improve the efforts and quality of service provided by the customer support team, and to positively reinforce team members. Thus, we reinforce good and outstanding results with bonuses and incentives in order to encourage support teams to take the initiative and to provide a sustained excellent level of service.
A Tailored Approach
Our approach can be applied and adapted to a wide range of sectors and organizations. At CS-QA we offer CEOs, managers and company executives a service specifically tailored to their organization's needs. For instance, some organizations require a regular team assessment at monthly, or even weekly intervals, while others are looking for more sporadic, ad hoc QA checks. Some organizations require QA services covering their full line of products, while others only require the process for particular product or service lines.
Obviously the more thorough the checking process, the amount of data to be examined grows and the resulting report can be exhausting and ultimately overdetailed. It's impossible and impractical to review every single customer interaction, a good rule of thumb is to review between 10%-15% of cases, this is usually sufficient to paint a fairly accurate picture of the organization's customer service performance. It's important to include crucial complaint cases in order to avoid repeating the error down the line.
We offer organizations training advice and materials for their support teams, in order to correct any shortfalls or weaknesses identified by our QA process.
Find out more about how CS-QA can help your organization provide world-class customer service support, contact us
Contact
To learn about our range of QA services and solutions and how we can apply and implement them in your organization, send us a message. Please complete the contact form.
Email Us
office@cs-qa.com