Despite their vast knowledge and soft skills, BPO solutions will need help to achieve consistent success. The quality of any process or job should be the primary criterion ingrained in it. As a result, the quality management team uses 7QC tools in BPO to satisfy high standards for the services provided to monitor the quality of the process that has been outsourced. The following is a list of the main advantages of using 7QC tools and how they help achieve them.

BPO functions by combining all the information and data that the clients demand, which is a challenging undertaking. Every stage of the process should include a checkpoint in order to measure the ongoing process’s accuracy and quality. This is necessary to ensure that the service operates smoothly and to maximize client satisfaction. Quality Control (QC) is the system of checks and balances that guarantees the provision of high-quality services.

What Are 7 QC Tools

A firm can supply services with high-quality standards by implementing the 7 QC tools, which are a straightforward yet effective technique. They are vital to a BPO since they have direct contact with both the company and its customers. Customer discontent results from process deviations. Process compliance or workflow creation using basic quality control tools can greatly impact business growth and customer retention.

Let’s take a look at a real-world example of a BPO encountering a challenge and how it overcame it by using a quality control tool.

OCUBE encountered problems relying on the collected client data. They were able to resolve the problem with the aid of the QC tool by implementing the check sheet, a structured form for methodical data collection.

Benefits of 7 QC Tools in BPO

1. Enhanced Problem-Solving Capabilities

The best approach to problem-solving is to identify the underlying source of the issue. With its measured metrics, the 7 Qc tool assists BPO in identifying the primary source of an issue and, consequently, in coming up with a fix for the flaws.

 2. Data-Driven Decision Making

Every choice made at a BPO should be in line with the data and statistics. A decision made only based on assumption will not result in a fruitful and effective outcome. The 7 QC tool facilitates the collection of relevant data through statistical analysis, and decisions made using that data will improve process efficiency and prevent false landings.

3. Better Customer Satisfaction

A BPO’s primary goal is to satisfy customers. With its extensive knowledge, Ocube has built the CXONE Cloud Platform and incorporated seven quality control tools to provide a seamless customer experience. This AI-powered platform guarantees exceptional client engagement every single time.

4. Improved Quality Control and Consistency

The customer’s expectations and requirements regarding quality are always increasing. Therefore, identifying areas for improvement and performing quality checks is a crucial 7QC technique. This crucial action aids the BPO in continuing to consistently provide high-calibre service standards.

5. Cost Reduction and Waste Minimization

With its methodical approach, the 7 QC tool can assist the BPO in identifying and eliminating processes that are pointless or that take up valuable time. Merely eliminating them can result in significant financial and time savings.

All things considered, the 7 QC tool is quite helpful in helping BPO increase quality, save time, increase customer happiness, and save costs.

 7 Quality Tools in BPO

One of the key components of a successful BPO is the 7 QC tool.

1. Cause-and-Effect Diagram (Fishbone/Ishikawa)

Fish bones and fish heads are used to symbolize the cause-and-effect diagram. The BPO uses the fish head to analyze the underlying reason. On the fishbone are the main contributing factors to the issue together with their underlying causes. BPO can comprehend the flaws and take the necessary action to eradicate them and stop the problem from happening again with the use of these clear pictures.

The CSAT score has significantly decreased in a call center-served BPO, which is an important indicator of the terrible state of customer discontent. BPO uses a cause-and-effect diagram to identify the underlying reason. The fish head identified the primary culprit, which was determined to be a lack of staff. Concerns were also raised by unfavourable working conditions, ambiguous procedures, a lack of training, and other issues. The problem was fixed, raising the CSAT score, by expanding the resource and providing the call center agents with the necessary training.

2. Check Sheets

Check sheets are tabulated documents that assist in gathering data about variables that could give rise to issues or flaws. The data’s values provide a clear understanding of the process in motion and aid in accuracy checks and measurement corrections.

Flexible forms of check sheets, such as defect location, defect cause, and tally check sheets, are available, and BPOs can utilize particular sheets based on their requirements.

A BPO has seen a sharp decline in FCR. A check sheet was created that included every element consistent with FCR in order to raise FCR and keep them from falling in the future. The check sheet contained metrics like assessing call data, efficient call routing to agents who are expertise to resolve the clients concern, reminders created and followed up to address issue on first contact. The customer’s discontent was largely remedied by this check sheet, and the issue’s persistence was much reduced.

3. Control Charts

When the metrics are displayed in a chart, it provides a more useful and insightful understanding. In the event that the chart value surpasses the centre line or control limitations, this alerts the organization to the need for appropriate action. Values shown visually, rather than in numbers, can provide BPOs with a clearer idea of the state of the business process at hand.

High levels of variability in call handling times were seen by BPO in call centers, which resulted in uneven client experiences. By using a control chart, they discovered that the reason for the significant variability in call handling times was because the calls were handled by inexperienced agents, who therefore needed more training.

4. Histograms

A data visualization technique called a histogram is used to show the data in a bar chart. This histogram is a crucial stage because it assesses the consistency of the quality delivered and can motivate the identification of areas that need improvement and those that need particular care.

Customer discontent was high, according to the BPO. Data on customer discontent revealed that the reason for the problem stemmed from client interactions and the length of time it took them to get through to an agent during peak hours. The histogram assisted BPO in concentrating on the areas that required improvement.

5. Pareto Charts

The Pareto chart is a technique used to classify issues that result in large problems and issues that create small problems. It employs the 80/20 rule to identify the primary contributing element to the issue and the one that, if left unchecked, could become a serious worry down the road.

To analyze consumer complaints, a pareto chart was implemented. The gathered data was sorted in descending order, and the frequency of the problem was also represented in the chart. This provided a vivid illustration of how little problems can grow into larger ones. Insufficient billing, for example, had an impact on stock inventory and thus decreased product availability. Agents received the appropriate billing procedure training based on the chart’s results.

6. Scatter Diagrams

In the BPO process, every single KPI and procedure is connected to every other one. The nature and purpose of the relationship between two variables can be highlighted with the use of a scatter diagram. This aids BPO in determining how a change in one variable may cause a chain reaction that disrupts BPO workflow.

7. Flow Charts

The process of classifying data to find patterns or trends is called a flow chart. Flow charts are used by BPOs to organize staff and schedule shifts according to client needs.

The following is a collection of QC tool best practices that all BPOs should adhere to.

• Clear, consistent, and standardized data acquisition is required.
• The obtained data has to be properly verified.
• For more accurate and lucid forecasts, visualization techniques (such as charts and graphs) should be used.
• Using the fishbone technique to determine the problems’ underlying causes.
• The team should place a strong emphasis on proper training and enforcing ongoing learning.

Conclusion:

The 7 QC tools have influenced the BPO’s operations. After it is put into practice, it simplifies the processes of data collection, analysis, trend identification, problem root cause analysis, determining the frequency of problem recurrence, and effect analysis. A quality control tool makes BPO operations more efficient and increases their success rate. Implementing the 7QC tool in an entity is crucial for a BPO to foster a culture of continuous learning and to perform more efficiently.

FAQs:

1. How do cause-and-effect diagrams help in BPO operations?

The fishbone diagram, also known as a cause and effect diagram, aids the BPO in breaking down the issue into its component parts. This aids in their ability to pinpoint the issue’s primary cause and quickly devise a remedy to eradicate it.

2. Can Pareto charts be used in customer support analysis?

Indeed, a useful tool in customer service analysis is the Pareto chart. The BPO can identify the most common customer complaints and focus corrective action on them with the use of a Pareto chart.

3. What challenges do BPOs face when using QC tools?

Employees may find it difficult to implement QC tools if they have not received sufficient and thorough training. Furthermore, a few of the tools—such as the control chart and histogram—are intricate and challenging to comprehend. Therefore, until the QC tool is embraced by the staff, its implementation in a BPO will continue to be difficult.

4. How can BPOs effectively implement QC tools?

The only way for a BPO to successfully apply QC tools is to inculcate in top management and employees the value of these tools. Sufficient resources are needed to oversee and efficiently carry out the quality control tools. Employees should have the appropriate training and awareness of the use of QC tools.