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How do I reduce the gap between my QA scores and CSAT?

Are you managing CSAT predicatively? What does this mean and why is it important to the functioning of your business?

If you are managing CSAT by largely depending on CSAT surveys and calibrating them with your internal QA scores for improvement, you are managing your CSAT reactively. Why do we say this? QA scores and CSAT survey scores do not calibrate many times because of the inherent gaps in the measurement methods. These gaps are :

1. They do not measure the same attributes at the agent or interaction level.
2. There is a sample bias in surveys.
3. There is a QA bias in quality assurance. The result is that high QA performers show up as poor CSAT performers and vice versa.

The solution lies in measuring the true "Voice of the Customer" from different points in the CSAT ecosystem. Px for VoC, our cloud based Predictive CSAT improvement solution does just that. By looking at insights from and beyond the interactions, Px for VoC improves the accuracy of actions to improve CSAT.

Px for VoC looks at various data sources, and not just CSAT surveys and QA scores. It extracts and combines structured and unstructured data from various sources through its Data Aggregator, including survey data, CRM data, agent data, "in the moment" interaction data and social media sentiments. Then, using its Multi-channel Analyser and NES (Net Experience Score), Px for VoC identifies insights, drivers and recommendations and the impact of these drivers in future CSAT.

The accuracy of the traditional approach is typically 20-25%, Px for VoC drives a 75%-80% accuracy of actions to results. This enables our clients to take the "Right" actions in the shortest possible time, resulting in a guaranteed improvement of CSAT scores. All these are delivered as daily dashboards at an agent and centre level.

For one of our clients in the debit card business, their CSAT to QA gap was very high. Px for VoC improved their survey uptake from 2% to 25%, analysed agent data, CRM data and provided actionable recommendations that increased their CSAT by 20%.