You probably don’t need to be told that customer satisfaction is crucial to brand reputation if you are in customer support. Quality assurance is one of the most important aspects of any call center.
Microsoft’s Global State of Consumer Service Report revealed that 90% of people emphasize customer service when choosing and staying loyal to a brand. It is crucial to improve quality assurance in call centers as so much relies on excellent customer service.
The same report claims that 58% of consumers have stopped doing business due to poor customer service experiences. Furthermore, 55% of customers expect more support now than a year ago.
For any contact center to grow sustainably, quality assurance is essential. The number of consumer conversations and questions handled by call centers worldwide is increasing, thereby making it more important to establish standards and processes for agents to follow. As well as ensuring regulatory compliance, quality assurance keeps contact center employees focused on providing the best possible results for their customers. By applying best practices to quality monitoring and continually improving it, an entire organization gains insight into the more significant business decisions.
Quality assurance should be continually improved when your call center’s interaction with customers is so high-stakes. Hence, learning how to improve quality assurance in a call center can prove pretty valuable for you.
What is Call Center Quality Assurance?
It is the quality assurance that constantly observes and analyzes the customer interactions of call center agents. In order to ensure that their teams meet customer expectations, leaders rate these interactions using a set of quality criteria.
As a result of a good quality assurance process, errors can be prevented, and quality standards can be continually improved. In order to ensure that their teams meet customer expectations, leaders rate these interactions using a set of quality criteria.
The Quality Assurance Checklist For Contact Centers
For general improvements in your contact center’s quality assurance, you could follow these steps:
- Analyze the appropriate data
- Develop a system for monitoring communication
- Establish analytics goals
- Identify actions for improving quality insights
A focused framework can provide you with key details; however, if you jump in with just the above in mind. When you decide which Quality Assurance framework will best serve your needs, the process for maintaining quality across all touchpoints becomes less complex. Specifically, three frameworks apply to different goals.
Keeping customers is one of the most crucial reasons to ensure call center quality.
Following these steps could help you improve the quality assurance of your contact center:
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Monitoring should be conducted systematically
Establish a formal quality assurance process. Consider hiring an external consultant or appointing a tribal leader inside the QA department. Make QA processes more automated with your software, such as recording calls and notifying users of performance issues.
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Engage in internal and external collaboration
Agents should be allowed to evaluate each other. Allow them to give feedback openly, and make sure feedback is two-way rather than one-way. Rather than assessing against agents, assess with them.
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The recording of calls must be compliant
Specific call centers are required to keep call recordings that are compliant with local regulations and exclude the transaction component of the call. Storage of confidential call recordings is another essential component. Various local regulations apply, including local storage requirements in some countries.
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Recognize and reward your agents for their participation
Feedback from QA and agents should not be all negative. Showcase your best work. Provide positive feedback. Make sure you reward all your agents who contribute to the quality control process in your call center. Provide feedback as soon as possible. The key to success is to use real-time tools, such as live whispering and agent chat. Mentoring, coaching, and training are also potential rewards.
Conclusion
You were given an overview of quality assurance from the basics to advanced features in this content.
