Selecting The Right AQM Solution: Here’s What Business Leaders Often Overlook

Consistent quality is the life force of every contact center. Without a continuous focus on enhancing agent training, customer interactions, and lead outreach, both CX and lead retention are bound to suffer. 

Many brands turn to outsourcing for enhanced customer support and sales, but the results often need to catch up to expectations. While outsourcing is a smart strategy for achieving efficiency and scale, maintaining conversation quality is always challenging. 

To solve this roadblock, leaders are following the trail of AI. The move to Automated Quality Monitoring (AQM) and AI-driven coaching for outsourced contact centers is gaining traction, offering brands the opportunity to elevate call quality and agent performance. 

AI-powered conversation intelligence promises to address quality issues by analyzing a larger volume of calls, identifying specific call quality problems, and highlighting agent-specific areas for improvement. Through targeted coaching, this approach can significantly enhance quality, performance, and overall outcomes.

However, selecting the right AQM and AI solution can be complex, and it’s easy to fall into common pitfalls that may overwhelm the benefits.

Selecting the Right Solution: The Uber Analogy

Choosing the right AQM solution is similar to choosing transportation from Point A to Point B. You have a range of options, each involving different considerations of cost, convenience, and reliability:

• Your Own Car (In-House Solution): High control, but all responsibilities fall on you.
• Uber (Outsourced Solution): Relaxed, easy, and lets you focus on the ride.‍
• Public Transport (Budget Outsourcing): Economical but lacks flexibility and ease.
• Rented Car with Outsourced Driver (Dual Vendor Model): Combines external resources but requires coordination and management.

Now, think about it. Wouldn’t you like a solution that does the job for you while providing exceptional results? The Uber model—where you enjoy the ride with minimal hassle—mirrors what a fully integrated vendor can offer: ease, results, and reduced management.

In the workings of AQM and AI-driven coaching solutions, this means having a partner who provides AI insights and handles end-to-end contact center operations.

Understanding Challenges of AQM & AI Coaching Implementation

Finding a robust, reliable vendor is no easy task. The familiar routine of demos, negotiations, and budget approvals is just the beginning. But, let’s assume you’ve navigated these steps and successfully onboarded an AI-powered AQM and coaching vendor.

At this point, you might expect everything to run smoothly—yet, in reality, the journey is often far from over. What follows is a series of challenges that arise when implementing AQM and AI-driven coaching on top of your existing outsourced operations.

Adoption Friction

AI-driven systems only work when teams fully trust the process, which means breaking away from the older established practices. Each update, new feature, or iteration of the tool can require a fresh round of adaptation. All of this can ultimately affect the tools effectiveness if the team does not fully buy into it or if adoption lags due to complexity or lack of perceived value.

Resource Intensive & Lengthy Implementation Cycles

AQM and AI-driven coaching solutions don’t provide overnight results. Even with pre-set parameters, you need data and continuous adjustments to adapt insights to specific scenarios. Each time your process changes, the system needs recalibration. Leaders often underestimate the resources required for these adjustments.

Accountability Gaps

Using separate vendors for contact center operations and AQM can create significant accountability gaps. When outcomes don’t meet expectations, pinpointing the issue is not an easy task. This setup often leaves businesses caught in the middle of a blame game that takes time and energy to untangle.

Additional Overhead Costs

Managing multiple vendors brings a range of operational and financial headaches. Financial management, contract negotiations, and endless coordination calls multiply as the number of vendors grows. When issues arise, vendors may deflect blame onto each other, requiring you to sort through issues that ultimately reduce your outsourcing ROI.

SquadStack: A Unified, AI-Powered Solution for Superior Outcomes

Imagine a scenario where your vendor doesn’t just offer AQM tools but also manages the entire contact center operation. 

SquadStack offers this unified model which  allows you to sidestep the complexity of managing multiple vendors, streamline operations, and focus on scaling results rather than troubleshooting.

Our end-to-end contact center solution integrates AI-powered AQM, VOC analysis, and coaching, eliminating common hurdles companies face in implementing AQM and AI Coaching Solutions: adoption friction, lengthy implementation, and vendor overhead.

Selecting the right AQM solution requires a clear vision of your goals and a  vendor partnership that aligns with them. For business leaders ready to adopt a smarter, AI-enabled approach, a unified partner can offer the control, clarity, and performance you need. When seeking AQM, think beyond the tool itself—consider the operational synergy that a comprehensive solution brings to the table.

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