Call center quality assurance is a continuous business activity, which provides important insights into customer, agent and call center delivery of services, opportunities and performance. The main goal of Call Quality Assurance program is to constantly verify and guarantee that the contact services in a company are performed in a way that exceeds or meets customer expectations and internal requirements. At a very fundamental level, quality assurance programs accurately measure how good call center agents are at complying with internal procedures and policies and how they interact with customers through chat sessions, email and phone. Businesses should have advanced quality assurance programs because they go outside of these basics.
Advanced Call Center QA programs combine customer satisfaction results, which are conducted through surveys with in-house measurements in order to provide a view of customer experience. An effective and well-designed quality assurance program must demonstrate the commitment of a business to its agents and customers, because such a program is important in building a world-class call center. It is important that businesses should be able to implement an effective, well-received and strong quality assurance program if the business is to satisfy its customers.
It is worth noting that Call QA is not an option for a business’ call center: it is an essential aspect that ensures the success of customer, agents and call center satisfaction. It is also an aspect that can improve on supervisor and agent effectiveness and productivity, while at the same time keeping the management in touch with the performance of their staffs. For a business to foster confidence in their quality assurance program and achieve the best results, the business must ensure that managers are evaluating correct components of performances of all agents when interacting with customers and using the correct weights and measurements. Implementing an effective quality assurance program is a multi-step and iterative process, which requires the support of senior management and call center staff, proper input and planning.
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