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Getting customer feedback can be challenging, but it’s essential for call center quality assurance. Trickier yet is making sure that it is honest and actionable.

While delivering top-quality customer service is the primary focus for call centers, many organizations now realize that the call center can also be an effective revenue generator. By cultivating a strong relationship between customer service and sales, you can highlight the mutual benefits of both departments working together and instill a more sales-focused mindset among your customer service agents.

Regulatory breaches can expose an organization to significant financial and reputational damage, so ensuring compliance is a key priority for any contact center leader. This has always been a challenge for call centers, and in 2022, the prevalence of remote work has heightened this issue.

Do you think your call center is offering the best service it possibly can? Think before you answer. Your first instinct is probably, “Yes, of course! How dare you!” but are you really being brutally honest with yourself?

Traditional call center targets can be strong productivity drivers. However, to really improve agent performance, you need to understand the personal motivations of your employees. Simply pushing your agents harder will not be effective. In fact, it may backfire, leading to agent burnout, exhaustion, and even a decrease in productivity levels.

When it comes to carrying out quality assurance for your business, two main tools have become industry standards—spreadsheets and scorecards. If you work in a quality assurance position in a contact center, there’s a 99% chance you are using one or the other on a daily basis.

DSAT, the evil twin of CSAT, is another useful contact center metric. It may not feature in the discussion as often as big hitters like CSAT, NPS, and CES, but it can be an invaluable tool for identifying CX issues and an important indicator of overall call center performance.

An effective staffing strategy can serve as the foundation for a successful contact center, keeping customers happy and agents engaged. However, it can be a difficult balancing act. If you have too many agents, costs will skyrocket.

With customer expectations growing, demand surging, and technology evolving, the scope of call center operations is expanding. A successful call center needs agents at the top of their game, and hiring the right people is the first step towards delivering excellent customer service day in, day out. However, we all know that hiring the right staff, and retaining those staff members, is easier said than done. In fact, according to the Quality Assurance and Training Connection (QATC), U.S. call centers have an average turnover rate of 30 to 45%, a figure well above the national average for other industries.