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THE ULTIMATE GUIDE TO BUILDING A BUSINESS CASE FOR QA CONTACT CENTER SOFTWARE
By Viki Patten Published 19 January 2024
The contact center has always been a challenging place to work – but today’s
contact centers have to deal with more strains than ever. Whether it’s the
demands of different customers, the expectations to deliver exceptional service
across multiple channels, changing industry regulations or keeping your agents
engaged… it’s a lot.
You know this, of course. You also know that technology can help alleviate a lot
of these challenges. In fact, Deloitte’s 2023 contact center report shows that
modernizing infrastructure and agent-enablement technologies feature as two of
the top three investment priorities for the coming year.
And yet, the C-Suite and Board’s priorities will be to tighten the purse strings
while confidence in the economy is low. Few will sign off investment into
contact center software without being convinced of the benefits it will bring.
We’re going to help you do just that.
Jump ahead to:
Today’s contact center challenges
Benefits and key features of contact center QA software
Researching the best contact center QA software
Assessing your options
Making your decision
Make the business case for evaluagent
TODAY’S CONTACT CENTER CHALLENGES
Great call center software should help you solve tangible issues within your
contact center. With over 25 years of contact center expertise, we’ve found the
most contact centers typically experience one or more of the following QA
challenges:
Not enough interactions monitored
It’s difficult to make meaningful impact when you’re only sampling 2-5% of
interactions. You’ll rarely catch the extremes of the scale with this amount of
coverage – both good and bad. It’s these must-monitor interactions that can have
the biggest impact in improving customer service.
Upping this number by getting as close to 100% as possible is vital for getting
a true picture of your customer experience.
Random sampling of interactions vs over-automation
It’s a catch-22. You randomly sample interactions in the hope of catching at
least some of the extremes in customer interactions, which gives you unreliable
and inconsistent data. Or, you can leverage automation to find them all – only
to drown in data, making it ultimately useless.
The key here is to find software that helps you strike the balance between
automation and the human touch.
Using data meaningfully to drive improvement
Senior staff are spending too long sitting behind a screen of data – be it in
already existing software, or spreadsheets – instead of coaching and developing
their team. They get bogged down in admin, manual workflows and slow reporting.
They could really use real-time, automated workflows that surface important
insights quickly and easily. There are tons of different methods and features to
not only keep on top of agent development, but make great strides with
actionable insights across the contact center.
Engaging agents and teams
With agent attrition rates at a historically high average of 38% and contact
center leaders sharing that recruiting and retaining talent is one of their
biggest challenges, keeping agents engaged is a big thorn in the side of today’s
contact centers.
COVID shook up the norm and changed expectations of working models everywhere,
with SQM reporting that 81% of agents prefer to work from home. Not all contact
centers are able to offer such flexibility, and the ones that are lack the
visibility to engage those who might be ‘quiet quitting’.
Add to that the inevitably high-pressure nature of the job, the lack of
recognition and feeling unsupported, it’s no wonder agent attrition continues to
climb.
Software can and should promote data transparency, feedback loops and specific
agent engagement features like rewards and gamification features.
ACTION POINT: WHAT DO YOU STAND TO GAIN?
Identify which of these challenges your call center is facing and start to frame
your business case around that. This is not the time for anecdotes or
assumptions, so go on a fact-finding mission to uncover the numbers on metrics
like:
* Agent attrition rate
* Time spent on reporting
* Time spent coaching/in 1-2-1s
* Number of evaluations completed
* Percentage of interactions evaluated
* Compliance breaches/fails
* Customer satisfaction scores
Do this at a monthly and yearly timescale to start painting a picture of the
obstacles you’re facing and, if available, benchmark your data against your
industry. This will be essential to making a strong case for software to
transform your contact center – as well as identifying which aspects the
software should primarily focus on.
EVALUAGENTCX
SEAMLESS QA AND AGENT IMPROVEMENT
Discover how evaluagentCX can help you address the challenges facing contact
centers today.
Learn more
BENEFITS AND KEY FEATURES OF CONTACT CENTER QA SOFTWARE
Aside from solving core call center challenges, there are lots of other benefits
you can look forward to in the best contact center software. Plenty of which
will also happen to impress your Board of Directors.
TACKLE COMPLIANCE REQUIREMENTS WITH CONFIDENCE
With consumer standards entering the spotlight in financial services, energy,
and gaming and gambling, it’s likely other sectors will follow. Regulatory
bodies aren’t above naming-and-shaming, as well as delivering fines for
non-compliance, so breaches must be taken seriously. Any software worth its salt
will feature sophisticated capabilities to help you meet exacting compliance
regulations, regardless of your industry.
Look for: redaction, customizable scorecards, automated compliance checks,
auto-fail functionality
UNDERSTAND HOW YOUR CUSTOMERS REALLY FEEL
It’s not enough to rely on post-interaction surveys, which are open to
interpretation. Technology has now reached a point where it can automatically
detect sentiment through the words used as well as context.
This type of information is ripe for analysis and driving improvement. For
example, do you see better sentiment when handling renewals, returns, refunds?
Where is it more negative? These are the areas you can then focus on in training
and development.
Look for: sentiment analysis, topic detection, audio metrics, customer journey
tracking and interaction tagging
REDUCE MANUAL WORK AND MAKE MAJOR EFFICIENCIES
While over-automation can leave you wading through data, finding the balance
between automation and human oversight opens the door to major time-savings and
improvements. The best software will largely automate, but allow plenty of
opportunity for human intervention to correct scores, verify information and
confirm details before sharing with the team.
Now, you can put your best people to work – using their expertise to drive
forward processes and initiatives that will delight both internal teams and
customers alike.
Look for: automated work assignments, real-time reporting, a blend of AI and
human oversight
HAPPIER FRONTLINE STAFF
This might sound like over-promising, but it’s absolutely possible that the
right software provider can make your agents and team leaders happier. And when
you really dive into the link between employee experience and the customer
experience, there are substantial gains to be made:
* 90% of employees say gamification makes them more productive (Centrical)
* Companies with engaged staff had 20% higher sales than those who don’t
(Gallup)
* 88% of customers say their experience matters as much as products
(Salesforce)
When it comes to technology making staff happier, there’s a lot to be said for a
beautifully simple interface, understanding the contributions they make and even
bringing a little fun into the workplace with leaderboards and healthy
competition. Most agents just want their efforts to be recognized, and to have
access to support when they need it.
Look for: connected learning management, gamification, coaching scheduling
ACTION POINT: RELATE BENEFITS TO YOUR BUSINESS PAIN POINTS
Is compliance keeping you up at night? Are you drawing a blank when it comes to
understanding your customers? Are your agents leaving as fast as they’re
joining?
All of these can prove expensive for businesses lacking insight. When writing
your business case, lean into the unique benefits software can bring with
supporting statistics, industry research, and how these relate to the pain
points your contact center suffers with.
Now is also a good time to start identifying some providers that look like they
meet your requirements – let’s take a look at that now.
Addressing the improvement issue
DRIVE CHANGE WITH DATA
If you’re struggling to uncover insights and issues, it’s time to get your
reports and workflows in order.
Take a product tour
RESEARCHING THE BEST CONTACT CENTER QA SOFTWARE
It’s a minefield out there. With so many providers to choose from, how do you
start to narrow it down? Be specific in your search. ‘Contact center software’
is going to overwhelm you, since you’ll get everything from workforce management
to call recording.
Here at evaluagent, we focus specifically on quality assurance and agent
improvement, and integrate with a number of other market-leading software
providers to give customers the best experience.
So how can you narrow down your options?
READ CASE STUDIES AND REVIEWS
When researching a software provider, always take a look at their customer case
studies. These usually go through rigorous sign-off processes, so can generally
be relied upon for truthful representations of the customer journey. Also
consider:
* Does the provider have experience in your sector?
* Have they worked with a competitor of yours?
* Do case studies have enough breadth and depth to give you confidence?
Beyond the provider’s website, it’s also a good idea to check out reviews on
external websites, like G2. Here, customers are less obligated to cover up any
difficulties. Be on the lookout for:
* The overall star rating (evaluagent’s is 4.6/5 on G2!)
* Any awards or badges received
* The general commentary given about the platform
* Negative reviews and how the business responds to them
Doing so will give you an idea of how the software pertains to your business –
for example, things that other businesses struggle with may not be a problem for
yours.
TAKE UP DEMOS AND TRIALS
Most, if not all, platforms will offer an opportunity to demonstrate the
software to you, as well as a trial period. Take them up on it! Use the
opportunity to ask questions, uncover any limitations of the software, and mine
for details of any dealbreakers.
At the end of a demo or trial, note down your key findings, pros and cons – not
just about the platform, but the responsiveness of the team, and how satisfied
you were overall. This will be crucial when it comes to making your final
choice.
CALCULATE YOUR RETURN ON INVESTMENT
Ultimately, the software needs to deliver more benefits than it costs you. Go
back to the metrics you compiled at the start of this process – time spent on
tasks, agent turnover, customer satisfaction scores – and compare this with the
software you’ve seen in action, along with any case studies or additional
figures the provider’s able to give you.
You should start to get an understanding of where you’ll make the most gains.
One software platform may be cheaper than another, but lacking in a key feature
or outcome that matters to you.
At evaluagent, we’ve made calculations based on the average achievements of our
customers in their first three months alone:
* In month 1, the average customer achieves a 16% increase in evaluations
* By month 2, the average customer increases quality score by 22%
* By month 3, agents have achieved a 5% increase in scorecard pass rate
So not only do our customers make great gains – they do it from the moment they
onboard.
ACTION POINT: QUESTIONS TO CONSIDER
Now that you’ve done a lot of research and got to grips with some of the tools
you’re considering, it’s time to get down to the granular details.
You’ll need to put any potential providers through their paces with some
questions. The most important of which will include:
* What integrations do you offer?
* What safeguards are in place for compliance?
* Can I override certain automation features if needed?
* Which of your features are most associated with driving improvement?
* What is your stand-out feature?
* Can I view performance at an individual, team and contact center level?
* How does your software support agent engagement and development?
* What is your onboarding process and how much training would we get?
Naturally, you’ll also want to include anything specific to your organization’s
setup, and quiz potential providers on how far the interface can be customized
to suit your needs. After all, it needs to scale with your plans for it to be a
success.
PRESENTING YOUR FINDINGS
It’s up to you how you decide to present your research findings in your business
case. You may want a table for comparison purposes, or perhaps a page or two
dedicated to each platform you’ve considered, with key headlines to help the
reader easily scan for the most important points.
Whatever the approach, you just need to demonstrate the thorough lengths you’ve
gone to in order to find the best QA platform for your contact center.
EVALUAGENTCX IN ACTION
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ASSESSING YOUR OPTIONS
Your business case is now drawing to a conclusion – but there are some final
things you’ll want to have assessed before the decision-makers will be open to
giving you the green light.
RISKS
Risk assessment with contact center software works two ways: if you do implement
it, and if you don’t.
IMPLEMENTATION RISKS
The risks on implementation typically center around integrations and the
platform being able to ‘play nice’ with other technology that you use. If it
doesn’t, you’ve not only cost yourself money, but valuable time too.
Another risk could be the level of upskilling required in the team to start
using the software at a high-functioning level. If the platform’s interface is
overwhelming or puts users off, you’ll find people disengaging and not making
the most of the functionality you’ve paid for. It’s a good idea to get team
members’ thoughts on different platforms by having them sense-check websites and
attend demos to mitigate this.
Of course, there’s also the risk of a platform simply underdelivering. Explain
in your business case how you’ll work with the provider’s team to prevent this
from happening and set yourself up for the best chance of success.
RISKS OF NON-ACTION
Worried you’ll make a business case only for it to fall on deaf ears? This is
your chance to anticipate all the potential reasons you’ll get a ‘no’ and use
evidence to counteract potential pitfalls.
For example, if your metrics are well below industry standard, you need software
to help drive efficiency. If software isn’t within budget, the cost could be
greater if you’re not able to keep customers happy, or have to spend more
resource on recruitment.
There’s also plenty of research available that shows just how heavily many
contact centers are investing in technology and cloud-based solutions – hard
data and the fear of being left behind can be enough for many Boards to pull the
trigger.
Identify what risk looks like to your contact center, have a plan for
mitigation, and show that you’ve considered all angles.
SCALABILITY
Let’s say you’ve a platform in mind and it looks like it’s ticking all the
boxes. That’s brilliant – for right now. But many Boards and Directors aren’t
just thinking about the now, they need to see consideration for the future too,
since this will influence many of their spending decisions.
If your preferred partner is able to share their product roadmap with you, or
demonstrate how they use customer feedback to directly develop their platform,
that will pay dividends when it comes to showing how the platform will grow with
you. It’s all about showing how this isn’t just implementing some technology,
but also making the goals of the contact center – and wider business – a
reality.
COSTS
Naturally, we’ll be the first to say that price shouldn’t be the defining factor
of your decision-making, but it will be crucial in helping you calculate that
all-important return on investment we covered earlier.
Knowing the software provider’s pricing structure and terms is the minimum
information a Board will expect to see. But also ask about additional costs –
like certain features behind paywalls, account management, or how user numbers
affect costs.
Weigh up what matters most to you. Do you need hands-on management? Want
flexibility in active accounts? Are those market-leading features within your
budget – and will they make the difference a year from now?
It’s a good idea to have a general budget in mind of what you think is realistic
to get signed off. But don’t be afraid to put forward the solution you think
best matches your needs even if it’s a little higher. A compelling business case
can make all the difference!
MAKING YOUR DECISION
Now it’s decision time. The reality is this might be the only section Senior
Management has time to read, so don’t run out of steam now.
Put forward your vendor of choice, succinctly summarizing the following:
* your performance benchmarked against industry data
* why there is a clear need to invest in technology
* which platform you want to onboard
* key platform benefits as they relate to your operation
* how certain features will help you solve specific challenges
* any risk mitigation discussed with the vendor
* pricing and timescales to implementation
* expected performance outcomes
Ideally, this should take up no more than one page. If the reader wants more
details, well, you’ve already covered a lot of it in previous sections. In fact,
these bullet points should easily relate to the main sections of your business
case – simply refer to the specific page in case the reader should want to comb
over a specific area in greater depth.
BUILD THE BUSINESS CASE FOR EVALUAGENT IN YOUR CONTACT CENTER
Every engagement counts when it comes to understanding, elevating, and
differentiating the Customer Experience (CX).
evaluagentCX helps you deliver outstanding customer experiences by automating
agent improvement. The platform analyzes 100% of interactions – from calls and
emails, to web chats, tickets, and social media. No stone is left unturned,
giving you actionable insights to share with your organization and the ability
to laser-focus QA efforts on must-monitor interactions and agent development.
We help businesses worldwide to:
* Bridge the insight gap
Uncover issues by analyzing 100% of interactions across all channels,
highlighting those must-monitor interactions for your QA team.
* Solve the QA quandary
Achieve the optimal blend of automation and human oversight with
auto-assigned interactions, AI scoring and the opportunity to adjust and
verify feedback before sharing.
* Deliver great CX with agent improvement
Automate agent improvement with connected reports that highlight agents
needing support and streamline coaching with auto-assignments and scheduling
via WFM.
* Engage and motivate their agents
Empower agents with transparent access to their own data and targets, gamify
recognition and rewards, and promote two-way communication all in one
platform
Think of evaluagent as your AI-powered QA co-pilot. Leverage intelligence from
every interaction to understand, elevate and differentiate your customer
experience at scale – all while never forgetting the value of the human touch.
"EVALUAGENT WAS ONE OF THE BEST DECISIONS WE'VE EVER MADE AS A COMPANY."
Jonas Fandrew Director at NewstelGmbH
"EASY TO SET UP, EASY TO USE, AND EVERY PIECE OF MARKET INTELLIGENCE YOU COULD
EVER WANT!"
Phil Heighes Head of Operations at Etika
"AMAZING CUSTOMER SERVICE AND HELPED US MEET OUR QUALITY GOALS."
Katharine McCarthy Director at BFA Care
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* Column 1
* Platform
* Overview
* Quality Assurance
* Coaching and One-to-Ones
* Reporting and Insights
* eLearning (LMS)
* Auto-QA
* Product Tours
* Integrations
* Pricing
* Column 2
* Solutions
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* Contact Center Director
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* Reduce Attrition
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* Reducing Operating Costs
* Increasing Conversation Coverage
* Increase Agent Engagement
* Column 3
* Resources
* Knowledge Hub
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* Events
* Security
* Status Page
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* About Us
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