Poorly managed contact center QA programs can lead to costly inefficiencies. This third article in our series reveals how robust quality assurance practices can support efficiency, engagement and profitability.
The Efficiency Equation: Tackling Hidden Costs in Contact Centers
Many contact centers today struggle with inefficiencies stemming from inconsistent processes and poorly defined performance standards. These issues lead to unpredictable KPIs, disappointing customer experiences, and inflated operational costs. Additionally, the lack of clear performance standards makes managing and motivating agents challenging, further impacting productivity and profitability.
Without a standardized approach, agents may handle similar issues in vastly different ways, leading to variable call times and unpredictable interaction outcomes. This inconsistency frustrates customers and drives up operational costs due to wasted resources. Poorly defined performance standards make performance management subjective and inconsistent, complicating efforts to motivate and engage call center teams.
A study by the International Customer Management Institute (ICMI) highlights the financial impact of inefficiencies. Their 2023 study found that reducing average handle time (AHT) by just one second per call can save the average large contact center up to $1 million annually.
Efficient contact center operations are closely tied to employee engagement. Research by the Harvard Business Review suggests that engaged contact center agents show 22% higher profitability due to their enhanced productivity and commitment to delivering timely and efficient customer service.
QA teams should support the contact center by defining, documenting, standardizing, and simplifying all performance expectations. With the backing of senior leadership, the Quality Team is responsible not only for the clarity of these guidelines but also for the training and calibration of all team leaders to meet these standards. Ultimately, these improvements lead to better customer experiences, higher agent satisfaction, and increased profitability.
This post was submitted by Lorne Wood, a CCNG member who helps fellow members and leaders revolutionize their contact center operations with expert recommendations and transformative solutions.
