Leads: Quality Assurance

Welcome to Quality Assurance in Outbound by Enreach.

Here you can perform Quality checks on your Agent's interactions with Leads.

Read through the article, or click a link below to get started.

What is Quality Assurance?

If you are an Administrator in Outbound by Enreach, you may need to conduct Quality Assurance checks to make sure that your Agents are conforming to company guidelines, and to validate Agent's interactions with Leads.

In Outbound by Enreach, Quality Assurance is a versatile feature that enables you to both monitor and evaluate your Organisations communications. Quality Assurance is all about providing service to your customers at the highest level possible

What can I use it for?

If your Organisation is based in Sweden, you will already know that in order to create a contract, a verbal agreement is not enough.
Instead, you need a written copy of the contract, and most likely an audio recording of the Lead saying 'yes', in order for the contract to be legally valid. With Quality Assurance, you can review the audio recording of the conversation, view the signed contract, and mark the activity as Approved or Rejected.

An Example Lead LifeCycle using Quality Assurance

With Quality Assurance you can check the quality of deals made or meetings booked. The details of the Success, including call recordings and Lead data, is presented to the Administrator who can then either Approve or Reject the success. Furthermore, you can select exactly what should happen to the lead status on Approval and Rejection

Let's take a look at some example flows using Quality Assurance:

An Agent closes a deal with a Lead and sends an SMS Order Confirmation that the Lead then signs.
To verify the order, an Administrator listens to the call recording, and checks the order confirmation to see that the Lead approved.
When everything has been checked, the Administrator then marks the call as Approved.
In another instance, when the Administrator listens to the call recording, they realise that the Agent didn’t obtain some important information from the Lead.
The Administrator Rejects the call, and the status is set to Follow-up Redial. As they do this, they click Edit, and add some helpful notes in the Lead’s Contact Page information. When the Agent follows up with the Lead, they will know exactly what information they need to get.

Navigation Page

To access Quality Assurance, expand the Leads drop-down menu and select Quality Assurance.

In the Navigation page, you can view all Leads that have been sent to Quality Assurance, including the Campaign they came from, the Status, and the Main Result.

In the top bar you can change the View, or edit the Filters.

To change the view, expand the Views drop-down menu. If you have already saved a certain combination of filters as a view, they will be displayed here.

Click Filters to apply filters to your view.
Click on a title to expand the menu, and select which data you want to view.

Alternatively, click on a filter in the top menu to make changes to that category.
Click the X to remove the filter.

When you are done, click Search to update your view.

Use the Search bar to search for a specific Lead.
Expand the drop-down menu and choose to search for All Lead Data, a Phone Number, or a specific Lead ID.

Next to the Search bar are the Options.
Click the cog and choose between Settings and Save view as.

Under Settings, you can configure which Status or Result the Lead will be given once they have been approved or rejected.

If a Lead is approved, the Approve Status could be set to Success.
If a Lead is rejected, for example if a signature is missing on a PDF Contract, the Reject Status could be set to Pending Validation.

Under Save View As, you can save the combination of filters to a View, which can then be quickly accessed from the View drop-down menu.
Enter a name for your View, and click Save changes. You can also save the View by click Save View.

Working with Calls

To begin working with calls in the Quality Assurance feature, first locate the call.
In the top bar you can see all of the available information, such as the Campaign it is located in, the Status, and the Main Result.

Click on a call to expand the media player and listen to the call recording.

To the left of the player is the Speed slider. Drag it to the right to speed up the recording up to 2x. Click the icon to the left to disable the Speed slider.
In the center of the player are the controls. Click the play icon to begin playing, and the arrows to skip forward or back in the recording by 5 seconds.
To the right of the player is the volume control. Click the speaker icon to mute the recording.

Under Full record, click the play icon to begin playing the recording, or the arrow icon to download an mp3 of the recording to your desktop. To work with call, check the box or boxes of the call to and select an option from the menu.
Choose between Change ownership, Reject, or Approve.

Under Change Ownership, change the Lead owner to a Team or an individual User.
Toggle between Yes and No to retain the ownerships for Private and VIP Redials.
This is recommended as Private and VIP Redials should always, where possible, be kept with the same Agent. Read more about that here.

Under Reject and Approve you can configure which Status or Result the Lead will be given once they have been approved or rejected.

If a Lead is approved, the Approve Status could be set to Success.
If a Lead is rejected, for example if a signature if missing on a PDF Contract, the Reject Status could be set to Pending Validation.

Click the icon below Lead log to open a historical list of all changes made and communications with the Lead.

Under Lead log, click a phone icon to expand a call. You can listen to the call, download the sound file, and view all of the call statistics.
Click the pencil icon to view any edits made to the Lead. Here you can view changes made to the Status, Dial Time, and any other edits.