Blog Home

AllTop Stories
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Quality Assurance

Why Getting Buy-in for Quality Assurance is Essential

December 11, 2019
0 minute read

Getting buy-in is one of those "B-school buzzwords" that I don’t mind using. In fact, it's almost essential when you consider teams like Customer Experience, where relationships and conversations form the backbone of their operations.

In a recent poll, we asked our customers for their most burning QA questions.

Many responded with "how do we get management to place more emphasis on QA?" or "how can we get our agents to care more about our QA program?".

Looking at those submissions, we knew we had to act.

At the most basic level, they were asking the same thing: how do I get buy-in for my Quality Assurance program?

We’re here to help 💪

Why getting buy-in for your Quality Assurance program is important

If you still haven’t bought-in to the idea that buy-in is important, just imagine a situation where your agents didn’t believe in the value of the QA program.
How different would those 1-on-1 feedback sessions be? My guess is that they’ll trust the feedback less, and likely miss some (if not all!) of the benefits of having QA.

Alternatively, imagine a reality where management saw QA as just another cost center that could be trimmed. 

Feedback is already hard enough to swallow as it is, without another layer of doubt or side-glances 👀 thrown into the mix. Getting the buy-in of management, team leaders and agents allows QA professionals to literally do their best work: agents will get more excited about the QA process, be more receptive to feedback, teams will be stronger as a whole, and customers will have a better experience overall - how’s that for a virtuous cycle 👍

Start with Customer Support Onboarding

The best time to get buy-in is before you start building your QA program *insert house-building/ foundation analogy here*

Why? Because the QA process is inherently uncomfortable. Agents already have to pave a path to resolution, follow customer support best practices, follow internal processes, choose macros, and deal with irate customers - all within the same 5-minute interaction 🤯

The added pressure of having a QA analyst listening in on calls, grading tickets and pointing out every flaw doesn’t make their job any easier and is likely to generate pushback 🔙🤚 from them.

So before you pour any concrete, design any QA scorecards, shingle any roofs or export any reporting, make sure the following things are done to get buy-in.

Get everyone involved in the process

The easiest way to get buy-in is to get everyone involved in the process.Start by identifying all the stakeholders involved. Ask yourself - who would want to have a say in this project? Who would be directly affected by the implementation of this program? What are the sources of knowledge I can tap into to build this?

If you’re building a house, this would likely include neighbors, the HOA, the city, and whoever is going to live in the actual house.

For a QA program, speak to management, team leaders, CX agents, learning and development teams and other QA-adjacent roles.

Try to find out:

👉What they hope such a program would achieve

👉Their experience with other quality assurance programs (the good, the bad, the ugly)

👉What they think their input would have to be, in terms of time, experience or ideas

👉If the answer to “how to get buy-in from management” is different from “how to get buy-in from my team”

Frame it right

Just like no banker is a fan of the SEC, it’s hard to imagine that CX agents would take kindly to have a QA program constantly hovering behind them.

👆That 👆 is an example of how not to frame Quality Assurance in a pitch to your agents. 

Those meetings you have with stakeholders are a perfect opportunity to frame the QA program the right way from the very start and get that sweet, sweet buy-in from your co-workers.

Just be mindful that this should not involve hard-selling or being duplicitous about the nature of QA - trust between the QA and CX teams is the key to success here.
Here are some ways you can frame QA for your team:

1. QA as a boon to career advancement. 

Just as we’ve seen in our webinar with LevelUp and Attune Insurance, QA scores have been used to justify promotions, raises or even extra time off as a reward. A QA program allows CX agents a quantifiable way to track their progress and make the case for themselves to take the next step up in their career.

2. QA as a goal for agents

Similarly, our friends at Attune Insurance have the QA analyst role as a natural next step for experienced and accomplished CX agents. This gives agents a goal to work towards while also positioning the Quality Assurance program as a positive addition to the team’s workflow.

3. QA for skilling up

Customer Service Training and Quality Assurance go hand-in-hand 🤝

When opportunities for growth are identified through the QA process, agents can be trained to do that part of their jobs so much better, and achieve better overall CSAT scores. These issues might not have been identified if not for the presence of the QA program.

Check in frequently with your CX team and stakeholders

One last thing: keep an open line of communication with your stakeholders, as well as an open mind - your QA program will always be a work in progress! Taking such an approach will also be highly encouraging to the CX team - allow them to feel heard and be included in the process, and they will be much more likely to support the QA program.

Whether you’re looking to build a QA program for your organization, or you’re inheriting a less-than-popular one, the steps above form a good foundation (gotta round out the 🏠 analogy) on which you can acquire the buy-in needed to run your QA program!

In agents we trust 💪


Previous Article

Mastering Customer Interactions in the Age of DSAT

The Essential Guide to Chatbot Quality Assurance: Ensuring Excellence in Every Interaction

Navigating AI Implementation Strategy in Customer Experience: Risks and Strategies

Elevating Call Center Performance with Six Sigma and MaestroQA

Elevating Business Excellence Through Non-Customer-Facing QA: A Strategic Imperative

Elevating Trust and Safety through QA: How TaskRabbit Sets the Standard

Unlocking Superior CX: The Bombas Blueprint for Quality and Coaching

Unleashing the Power of Customer Conversations: Top 6 Tech Trends Revealed at the CX Summit

Important Factors to Consider when Exploring Sentiment Analysis in Customer Support QA: A CX Community Discussion

Agent Empowerment: 5 Tactics for Customer Retention from Industry Leaders

Mastering Agent Onboarding: Quality Assurance Lessons from ClassPass

Driving Business Impact with Targeted QA: Insights from an Expert

The Transformation of QA: Driving Business Results - Key Takeaways from MaestroQA’s CX Summit

How Angi Unlocked Growth and Continuous Improvement with QA

De-Villainizing QA Scorecards with Hims & Hers Customer Service

How to Revamp QA Scorecards for Enhanced Quality Assurance

The Art of Outsourcing Customer Support: Lessons from Stitch Fix's BPO Partnership

Writing the Auto QA Playbook & Transforming Customer Support

Advancing Customer Service Metrics with AI Classifiers

MaestroQA Named One of Comparably’s 2023 Best Workplaces in New York for the Second Consecutive Year

How to Maximize Call Center & BPO Performance | MaestroQA

MaestroQA Named on Comparably’s Best Workplaces in New York

CX Strategy: The Future of AI in Quality Assurance

Elevating Customer Satisfaction with Visibility & Coaching

Champion-Challenger Model: Improve Customer Service In BPOs

5 Key Strategies to Supercharge Your BPO Partnership

How Customers Collaborate with Their BPO Partners Today

Kick Start Your Customer Service BPO Partnership Successfully

BPO Call Centers: Best Practices for Quality Assurance

Empathy in Customer Service: Everything You Need to Know

Call Calibration: What is It & What are the Benefits?

Increase QA Team Alignment with Call Calibration & GraderQA

Measuring An Organization's 3 Ps: People, Process and Product

How to Onboard Your Customer Service Team to a New QA Program

Average Handle Time (AHT): How to Calculate & Reduce It

Should You Have Dedicated Quality Assurance Specialists?

The Top 4 CX Books Recommended by Our QA Community

How Top eCommerce Brands Ensure Exceptional Customer Service in a Remote World

21 Key Customer Experience Definitions for QA Professionals

5 Key Components of a Remarkable Customer Service Experience

Customer Service Management 101: Everything You Need to Know

A Guide to Customer Service Quality Assurance Programs

The Ultimate Guide to Improving First Call Resolution (FCR)

The Key to Customer Service Coaching Is More Data (and Fewer Opinions)

How to Refresh Your Call Center Quality Monitoring Scorecard

How to Update Your QA Scorecard

The 9 Customer Service KPIs Needed To Improve CX

3 Ways to Test Your Call Center Quality Assurance Scorecard

Leveraging Customer Sentiment to Improve CX in Call Centers

This Is What an Effective Customer Service Coaching Session Looks Like

What is DSAT and 5 Steps to Improve It

Customer Experience Management and Quality Assurance Jobs

How Deeper CX Analytics Lead to Better CSAT | MaestroQA

Achieving Effortless Customer Experiences (CX) with QA

How to Create an Omnichannel Call Center Quality Assurance Scorecard

Beyond Low CSAT Scores: Finding the Root Cause of Poor CX

Customer Service Coaching 101: Improve Agent Performance

Build the Ultimate QA Scorecard Process for Email and Chat

MaestroQA's Aircall Integration: Bring Your Calls to Life

Call Center Quality Assurance with Zola and Peloton

Auto-Fail in Call Center QA: What It Means and When to Use It

Why Poor Agent Experiences Happen (and How to Fix Yours)

20 Call Center Coaching Tips to Boost Agent Performance

Why Getting Buy-in for Quality Assurance is Essential

Setting Up a Grading Cadence for Your QA Scorecard

How to Avoid Bad Customer Service as you Scale your Business

Building a New Call Center Quality Assurance Scorecard

What CX Leaders Need to Know About Ecommerce Industry Trends

Call Center Cost Per Call: How to Calculate & Reduce It

6 Tips to Automate Your Customer Service Management Process

Quality Assurance and Training with Seismic Learning & MaestroQA

11 Customer Service Training Ideas and Skills for Your Agents

The Past, Present, and Future of Quality Assurance

고객센터 품질관리를 위한 QA전문가가 꼭 필요할까요?

Improve CSAT Scores: Understanding Your Experience Blindspot

What CX Leaders Need to Know About Security and Compliance

Streamline Your Call Center's QA Program With 4 Key Features

How Customer Experience Teams Can Impact a Company's Brand

Customer Loyalty vs. Customer Retention: Which Matters More?

Empathy & Authenticity: Customer Service Skills to Improve CX

How High-Performing CX Teams Build Accountability

Five Questions to Jumpstart your QA Scorecard Research Process

How to Improve Call Center Agent Performance: 6 Key Tips

3 Ways to Improve Your CSAT Score through Quality Assurance

3 Strategies on How to Increase Customer Loyalty

A Guide to Net Promotor Score (NPS) for Customer Service

Reasons for Call Center Attrition Rate and How to Reduce It

Voice of the Customer (VOC): A Guide for Great CX Teams

What’s Really Behind Your CSAT Scores? Diving Deeper

How CX University Improves Brooklinen’s Agents Performance

Understanding Customer Effort Score (CES) & How to Measure It

Improving the Customer Experience with DSAT Scores

5 Tips for Customer Service Coaches in Call Centers

Your Most Important CX Metric Is Your QA Score - Here's Why

How Agents Can Make the Most of Customer Service Coaching

How to Grade Customer Service Calls

Why Top-Performing CX Teams Focus on Workforce Engagement

Improve Customer Satisfaction with a CX Quality Management Program

Customer Service Training and Quality Assurance – How Lessonly and MaestroQA Close the Loop

How to Calculate CX Quality Assurance Scores