If you are looking to improve the customer service standards in your call center, there are a few key things to consider. First, you need to understand how well your agents are performing. Next, you need to see how your existing processes are benefiting, or hurting, the customer experience. Both focus areas require understanding and analyzing the processes and training in your call center. A quality assurance (QA) plan can help you do all of this and more.
In this blog, we will take a deepdive into quality assurance in contact centers, examining what it is, why it is important, and the best practices for managing quality assurance in your call center.
Quality assurance in contact centers is the process that ensures your agents are meeting the customer service standards of your company.
A quality assurance plan can be implemented through tools like scorecards, automated workflows, tailored coaching and training, and monitoring and evaluating your team based on KPIs (key performance indicators).
KPIs are valuable metrics in a QA plan because they can give you deep insight into employee performance and customer satisfaction levels. A few contact center KPIs that can be examined in a QA plan include:
QA is used to highlight common customer service issues and improve the customer experience. That’s very important, as happy customers are loyal and will spend more time with your company. Once implemented, a quality assurance program should help uncover:
Great service is a key factor in call center success. When greeted with excellent service, 63% of customers will value and love your company. That’s why it is so important to maximize the potential of your QA plan.
Great quality assurance can take some initial work, but the benefits soon stack up:
Composed of success metrics and criteria, a call center QA framework monitors and analyzes the results of your QA program. Your QA framework should be highly prioritized because its strength will determine the future success or failure of your program. That’s why it is so important to establish a solid QA framework that helps you measure the quality of service and monitor agent performance. There are three different types of QA frameworks to consider:
No matter which QA framework you implement, there are a few best practices to keep in mind.
Here are 5 best practices to keep in mind as you implement contact center quality assurance.
Quality assurance is a great way to ensure your call center is striving for excellence. Not only does QA increase call center agent productivity and retention, but it also improves customer service standards and loyalty. It is a win-win for call centers and their customers alike.
Scorebuddy’s turnkey quality assurance software can help you understand the nuances of your company like never before. From self-evaluation scorecards to strategic coaching and training materials, Scorebuddy’s platform is a proven resource for businesses of all scopes. Request a demo to see how quality assurance can improve your customer service standards today.