What are Quality Plans?

A quality plan is a tool for quality assurance. It samples random interactions based on filters you define and sends those interactions to evaluators for review. You can define which agents to sample, what time period to sample from, the interaction details, and which evaluators to send interactions to.

Quality management software will provide an automated mechanism to sample a range of random interactions (based on filters you define in your quality plan) and send those interactions to evaluators for review. However, even if you aren’t using quality management software, you will still want to create a quality plan, as this will provide a roadmap of expectations for your evaluators. The only difference being that they will have to manually search for the interactions with the defined criteria in order to evaluate.

Things to consider when creating a quality plan are:

• Plan Frequency: Is this a one-time plan, or is this a plan that should repeat on a weekly, monthly, or quarterly basis? You may want to execute a one-time plan if you are just looking for quality insights on something specific that only takes place for a short period of time. For example, if you just launched a new product, you might want to evaluate each agent one time related to their ability to support calls about that new product. However, most quality plans repeat, as they tend to be more overarching and you want to continue to evaluate agents on an ongoing basis.
• Evaluation Form: What form should evaluators be using for the interactions in this plan? Good thing you created awesome forms already – associate it with the right quality plan!
• Sampling: How many interactions per agent should be evaluated for each cycle of the quality plan? This number can vary greatly based on the resources available in your quality management team, as well as how granular your quality plan is.
• Interaction Filtering:
  • Interaction channel type – Do you want to evaluate only voice interactions? Or only interactions with screen recording? Or digital interactions? Or all the above!
  • Interaction direction – Does it matter if the interactions evaluated are inbound or outbound? If so, specify!
  • Interaction content type – Do you want to evaluate interactions pertaining to a specific topic, product, complaint? Then you may want to consider filtering your quality plans based on:
    • ACD skills
    • Interaction ACD disposition – For example, only calls where the disposition was “resulted in sale” or another business-specific outcome.

How NICE can help

NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world. CXone is a cloud native, unified suite of applications designed to help a company holistically run its contact (or call) center operations. CXone includes:

Omnichannel Routing – routing and interaction management. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.

Workforce Optimization – unlocks the potential of your team. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).

Analytics – turns insights into results by making data relevant, easy to consume and actionable. These solutions include interaction analytics, customer surveys, reporting and performance management.

Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.

CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic contact center software solution capable of elevating customer experiences for companies of all sizes.