Quality management in contact centres is the process of ensuring that customer interactions align with predefined quality standards across all channels and every single agent interaction they experience. Quality management plays a pivotal role in maintaining consistent contact centre touchpoints to deliver an exceptional customer experience. Beyond this, it serves as a valuable tool for uncovering potential product and operational issues that might otherwise remain unnoticed.

The journey of quality management begins by setting specific standards for each communication channel and creating an evaluation form based on these benchmarks. Quality analysts then utilise these forms when assessing customer interactions. 

Quality Management Measurement

Quality management analysts follow a structured process in which they review a percentage of customer interactions each month. To maintain objectivity, they aim to create a representative sample that includes a range of interactions for each agent. Beyond assessing interactions, analysts offer constructive feedback to agents, helping them enhance their performance. Agents typically access their quality results through agent dashboards, and the process becomes more effective when agents can easily dispute results and self-assess.

Integrating speech and text analytics into the quality management process addresses this gap by allowing the review of 100% of interactions. It identifies specific interactions for supervisors to evaluate based on predefined business criteria.