Optimize Quality Assurance
QA Vision Evaluation Panel
Reduce QA Staffing and Engage Employees
QA Vision does not replace the organization’s existing QA process, it simply automates and optimizes it. Users upload the organization’s existing QA form into QA Vision making the entire exercise more efficient.
QA Vision is designed to optimize QA staffing requirements and connect employees directly to their own performance improvement strategy. This vision is realized by leveraging calibrated data to immediately surface the highest priority interactions for each employee at the time of their evaluation. Then, QA Vision combines that urgent need with available best practices for the same task. All done in real time with the touch of a button, QA Vision brings automation and optimization to the organization’s QA practice.
Quality assurance analysts can spend up to 25% of their time trying to find an interaction suitable for evaluation. With a calibrated survey outcome for every interaction, combined with other key pivots like Reason for Contact, Call Volume by Reason for Contact, Sales Conversions, and Average Handle Time, QA Vision presents the quality analyst with the highest priority interaction to evaluate for the employee when it’s their turn to be evaluated, eliminating the time it takes to search for a suitable interaction to evaluate.
Moreover, since they are central to the process through their calibrated predictions, the employee feeling singled out or treated unfairly is eliminated. The single point of truth is customer perception, as opposed to the burden of customer satisfaction inference being left to the quality analyst, thereby making the coaching process completely inclusive and collaborative to the employee receiving it.
Match Greatest Need with Best Practice
Zacoustic exposes best practices and allows users to validate and define them within Zacoustic Insights (learn how best practices are defined here).
When it’s time for an individual employee to be evaluated, QA Vision first identifies the Reason for Contact that the employee handles the most of and is struggling with, based on that employee’s own calibrated data. Next, QA Vision searches the best practices library to see if there is an available best practice for the same Reason for Contact. If available, it combines the best practice within the form presented to the quality analyst. A direct link to the call recording, or e-mail/chat transcript, is accessed directly from the evaluation, and the organization’s existing QA form is used for the evaluation.
In summary, QA Vision provides the follow benefits:
Automates the search process
Presents the highest priority need
Couples that need with available best practice
Provides a direct linkage to the call recording/transcript
Utilizes the organization’s existing QA form
Eliminates the employee feeling singled out
Optimizes QA staffing