Improving Quality with HiLite and QA Scout

To deliver consistent, high-quality customer service, teams often need targeted coaching for their agents. HiQ’s tools, HiLite and QA Scout, work together to help service leaders spot areas where refresher coaching can improve performance.

HiLite automatically classifies and tags tickets into categories like:

• Order Status
• Returns
• Billing Inquiries
• Account Management

This automatic sorting provides a clear view of the types of issues agents handle, making it easier to determine priority and quality check each topic. For a more thorough explanation of HiLite, visit here.

QA Scout evaluates every customer interaction based on:

• Resolution: Was the issue solved effectively?
• Grammar and Writing: Was the response clear and professional?
• Empathy and Tone: Did the agent show understanding and an appropriate tone?

These insights offer a detailed look at each agent's performance, helping leaders see where improvements are needed. For a more thorough explanation of QA Scout, visit here.

Using HiLite and QA Scout for Coaching

When used together, HiLite and QA Scout highlight where coaching can be most effective. By analyzing and reporting quality scores across all ticket types, leaders can focus on areas that need improvement.

For example:

• Order status inquiries may show a need for more empathy training.
• Returns may reveal grammar and clarity issues, suggesting a need for coaching on agent communication or updating the wording in related macros.
• Billing inquiries may have low-resolution scores, pointing to the need for better training on resolving financial issues

HiLite’s auto-tagging and QA Scout’s continuous monitoring create a steady feedback loop.

• Agents receive regular feedback, helping them to keep their skills sharp
• Managers and Coaches can review issues in real-time and suggest fixes or assign tasks
• Admin can make judgment calls when policies need updating to improve customer satisfaction.

This ongoing feedback and training helps maintain high-quality service across all customer interactions. Provide your team with a strong system for improving customer service by pinpointing where refresher coaching is needed.