What is call center quality assurance?

The vital intention of Call Quality Assurance applications in a company or call center environment would be to measure how great call center agents are in adhering to departmental procedures and policies in a call center. Traditionally, contact center supervisors have listened to live tracked recorded connections so as to effectively gauge performance of call center agents and logically assess customer behaviour. For quality assurance programs to be effective, it is essential that the program should be treated as a formalized continuous process and must be designed to gauge the adherence of representatives to internal procedures and policies. Quality assurance programs should be made to enhance quality and consistency of customer connections via all communication channels that include conversation, email, phone and instant messaging among others. The applications should also be designed to appraise the execution of business procedures, detect and repair ineffective or broken coverages, operational issues and procedures throughout the business. A well-designed QA can help improve on operation of call center representatives and determine training requirements of their agents.

Businesses should also implement Call QA applications that are intended to recognize processes and policies which alienate and frustrate customers. Additionally, the programs should be designed to maximize every interaction between agents and customers as a way to recognize distinct business tendencies. Quality assurance plans can be effective if they are designed to improve the experience of customers. In essence, that the underpinnings of quality assurance programs are precise dimensions, consistency, along with the cycle of ongoing feedback that leads to improvements. A quality assurance applications can only be successful if it offers the call center with a means of quantifying the consistency and quality of consumer service delivery, helps identifies trends, captures all customer referrals and enhances agent productivity and functionality.

Posted on March 7, 2019