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What is call center quality assurance?

The essential intention of Call Quality Assurance programs in a company or call center environment is to measure how good call center agents are at adhering to departmental policies and procedures at a call center. Traditionally, contact center managers have listened to live monitored recorded interactions so as to effectively gauge performance of call center agents and internally assess customer behaviour. For quality assurance programs to work, it is very important that the application should be handled as a formalized continuous process and should be designed to assess the adherence of representatives to internal procedures and policies.

Basically, there are various ways quality monitoring applications can be effective in a business environment, however this will largely depend on how the programs are created. Quality assurance plans should be made to increase quality and consistency of customer connections via all communication channels which have chat, email, telephone and instant messaging among others. The applications also needs to be made to assess the execution of company procedures, detect and repair ineffective or broken policies, operational difficulties and processes throughout the business. A well-designed QA can help improve on operation of call center representatives and identify training needs of their brokers.

Companies should also implement Call QA applications which are made to recognize policies and processes which alienate and frustrate customers. Additionally, the applications should be designed to maximize every interaction between brokers and clients as a way to recognize distinct business trends. Quality assurance programs can be effective if they are intended to improve the experience of consumers. Essentially, that the underpinnings of quality assurance programs are accurate dimensions, consistency, and the cycle of ongoing feedback that leads to improvements. A quality assurance software can only be effective if it provides the call center with a way of measuring the consistency and quality of customer service delivery, helps defines trends, captures all of consumer insights and improves agent productivity and performance.

December 16, 2018