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Automated quality management (AQM)

Automated Quality Management, or AQM, is an integrated component to automate the entire quality management(QM) process of a contact center.
Glossary >A - F

In today's highly competitive business environment, contact centers play a pivotal role in delivering exceptional customer experiences. Ensuring consistent functionality, quality assurance, and optimized workflows within contact center operations is crucial for enhancing customer satisfaction. 

This is where automated quality management systems come into play: They revolutionize the way contact centers monitor and improve service quality.

What is automated quality management?

Automated quality management, or AQM, automates the entire quality management process of a contact center. An ideal AQM involves automating all aspects of QM— from scoring evaluations to assigning coaching.

Unlike manual tracking, which is randomized and can only monitor 2% of calls, AQM solutions evaluate 100% of customer interactions in a contact center. These solutions help managers gain comprehensive insight into agent performance and highlight areas that need changes. They also automate coaching, scheduling, and transcribing.

Optimal agent performance and agent management are necessities in modern contact centers. AQM is enabling contact centers to focus on improving agent performance, proactively tracking compliance issues, and providing a uniform and consistent experience for every customer.

What are the benefits of AQM?

Customer interactions within contact centers are valuable touchpoints that can make or break the overall customer experience. By adopting AQM systems, contact centers can streamline their quality management processes, drive continuous improvement, and optimize customer engagement throughout the organization.

There are numerous benefits of AQM, including:

  1. Cost effectiveness: With AQM, a contact center can easily allocate its resources for greatest impact, without incurring unnecessary expenses. In other words, the machine takes over the tedious, manual QM-related tasks so human talent can focus exclusively on strategic issues, where they can make the greatest impact.
  2. Improved agent performance and customer satisfaction: Automated quality management systems provide real-time evaluations and scorecards, enabling contact centers to monitor agent performance and identify areas for improvement. By analyzing customer interactions, these systems offer valuable insights into customer satisfaction, allowing contact centers to enhance service quality and drive positive customer experiences.
  3. Efficient workflows and quality monitoring: Automated quality management systems streamline contact center workflows, reducing manual efforts and automating routine tasks such as call recording and transcription. By leveraging speech analytics and omnichannel capabilities, these systems enable contact centers to monitor quality across various communication channels, ensuring consistency and compliance with industry standards.
  4. Enhanced compliance and ISO standards: Contact centers and agents need to adhere to industry regulations and standards, such as ISO. Agents need to follow scripts, comply with industry regulations and standards (such as ISO), and provide necessary disclosures during their calls. If violated, it can lead to expensive legal issues. AQM systems simplify these efforts by providing documentation, tracking interactions and agent performance on calls, and ensuring adherence to quality guidelines.
  5. Ease of use and integration: Leading providers offer user-friendly systems and comprehensive APIs, ensuring ease of use and seamless integration with existing systems. This simplifies onboarding and enables contact centers to adopt AQM solutions without disrupting their existing operations.
  6. Personalized coaching: A proven method to increase customer satisfaction is by spending enough time and resources to coach agents. AQM helps in consistently meeting these results by accurately evaluating an agent’s performance, outlining strengths and weaknesses, and ensuring fully targeted coaching sessions.
  7. Faster employee growth: Regular assessment of agents allows them to learn faster, improve on shortcomings, and increase their proficiency at work. Individual growth of employees is any organization’s greatest asset. AQM supports continuous improvement initiatives by providing actionable data and metrics. 

Additional benefits of top-tier AQM solutions

Cutting-edge AQM solutions offer additional benefits, including automated QA functionality.

Observe.AI’s Auto QA, for example, gives contact centers visibility into 100% of conversations so you can better understand what’s actually happening on the front line. That way, you can provide more personalized agent coaching and make better business decisions across the board, from marketing to operations to logistics.

How does it work? Auto QA leverages AI and automation to record, transcribe, and analyze every customer interaction—freeing up agents, managers, and decision makers to make data-driven decisions based on the reality of customer conversations. Coaching workflows are powered by the most robust agent performance insights, so supervisors and managers can provide proactive coaching at scale to change behavior. 

Auto QA automatically evaluates voice and chat customer interactions based on QA forms and criteria specified by you, then shows you AI-powered evidence based on specific moments throughout the interaction so you can boost agent performance and drive faster impact on customer experience and revenue generation.

And unlike legacy platforms that provide rigid, black-box QA automation capabilities, Observe.AI allows contact center teams to calibrate machine recommendations for optimal precision. 

Pricing and other considerations for AQM solutions

While pricing for automated quality management systems may vary depending on the provider and the specific features required, it's important to consider the following factors:

  1. Functionality and features: Evaluate the functionality and features of the AQM system to ensure it aligns with your contact center's specific needs and goals.
  2. Integration and compatibility: Assess the ease of integration with your existing contact center systems, such as CRM platforms or call center software.
  3. Usability and ease of onboarding: Consider the ease of use and the level of support offered by the provider during the onboarding process to ensure a smooth transition for your contact center.
  4. Service quality optimization: Look for an AQM solution that offers robust optimization capabilities, such as coaching sessions and continuous improvement initiatives, to enhance service quality.

In conclusion, AQM systems have become essential for contact centers seeking to optimize service quality, drive customer satisfaction, and maintain compliance with industry standards. 

By implementing these systems, contact centers can streamline their quality management processes, gain valuable insights from customer interactions, and continuously improve their operations—ultimately delivering exceptional customer experiences. 

Embrace the power of automated quality management and empower your contact center to excel in today's dynamic business landscape.