What is QA?

I wanted to send somethings to the agents assigned to me so I started writing this. It got too long though and I failed to see the sense in sending this one so I didn't. Posting this here instead... :)

Quality Assurance, or QA, is that set of activities that are carried out to set standards and to monitor and improve performance so that the service provided will satisfy stated or implied needs(1).This process is done on a regular basis so that relevant quality standards, found through practice and research, are met(2).

In our line of work, this translates to parameters that are categorized into three major groups. The first one is the CALL FLOW. This includes the start and the end of the call, the paraphrasing, the all-important hold procedure and the documentation. The second one is the RESOLUTION. This includes using your tools effectively to pull up records, your probing skills, your troubleshooting steps, confirming that the issue has been resolved by asking the confirmation script, answering questions asked by customer accurately and not breaching policies especially those that can cost Symantec money. Last but not the least, is the COMMUNICATION. This includes your active listening skills, your skillful education to the customer, your professional conduct, giving a roadmap of the resolution to your customer, establishing rapport by showing empathy and apologizing and being generally understandable by the customer.

For example, a good verbage composition would enable an agent to address a couple of parameters with one stroke. As such, always open your call with the recommended opening script and then after getting the first name, ask the customer "how are you today?" This would effectively establish rapport and will pave an easy way for the probing of customer's concern.

Perfect QA score is 100%. Whenever one of these parameters are not followed, a percentage of your QA score is deducted. For example, if one doesn't apologize or address customer's stated agitation over the long wait time, 8% of the score is lost. If the same agent opened the call with just "Welcome to Norton" missing the "Support," that agent will lose 6%. That would bring the total QA score to 86% even if agent was very efficient on all the other parameters.

Within the parameters are fatal ones. Fatal items are these:
1) ensuring that issue is resolved in a timely fashion;
2) all customer questions are answered accurately and appropriately;
3) Symantec policies aren't breached (this is where Goodwill codes can be applied or escalating the case in need be);
4) customer doesn't have any problem understanding the agent.
Failure to comply with these parameters would automatically merit a zero QA score.

How does one get a perfect QA score then?

It's not that easy but it's also not impossibly hard. As stated above, these standards are gathered from research and extensive experience and exist naturally to help agents navigate through a complicated issue and give utmost satisfaction to customers the fastest way possible.
Be educated, and then educate the customer. Empathize and a customer would be grateful even if you weren't able to solve the problem in a short time. Speak slowly and clearly, and customers will appreciate the efforts you're putting through. Be sincere. Smile. What more, exemplary skills in any of the parameters can be given stars and they convert to an additional 1 or 2% to one's QA score. And on top of all that, it also means no headache for YOU.

So go ahead and ask your customer 'how are you today?'

Online Sources:
(1)www.qaproject.org/methods/resglossary.html
(2)www.berr.gov.uk/about/effective-delivery/projectcentre/glossary/page10895.html