Summary 

Different scoring method is used for process and compliance, more than A simple yes/no rating, flexible scorecards gives employees unambiguous clarity on what is critical. Behind the scenes, a carefully designed system of weightings combines all these different factors into a single QA rating given to advisor from 1 to 5 – which is used in their bonus. These weightings reflect the

customer impact – making it possible to quickly identify where immediate

action is needed. There are also team and departmental scorecards and all

this is pulled together in easy-to-use spreadsheets. Greater employees

understanding of the QA framework and a simplified approach have seen

disputes down and fails reduced by 36%. “No grey areas” “A consistent

approach” “One true story” “If you have enough evidence, it’s hard to

dispute”.

Starting with questions, like What, Why the factors impacts the service quality, defined as many as keywords during your customer interactions accordingly, LockStone VA automatically makes different tasks in which relevant voice recordings are collected after processed by Speech Analysis Engine, and they will be distributed to QA officer for root cause analysis.

LockStone VA analyses call transcripts for specific keywords and phrases spoken. These keywords can be predefined by you according to your business rules or service measurement and will be used to group calls into different categories automatically. Such as customer Dissatisfaction, Complains etc.

Creativity of QA officer can be now applied to reporting relying on LockStone VA Report application module. Rather than obtaining data in spreadsheets, team leaders and managers now receive visual weekly trends reports, which illustrate how often specific data categories have been triggered in that week’s customer interactions and provide graphical comparisons with previous weeks. Crucially, it makes it simple for managers to monitor steady change over time and identify any unexpected issues emerging during that week.