What, Why and How of the Call Center Quality Assurance (QA)

What is a call center QA? 

Call center quality assurance is observing and analyzing an agent call concerning the customers’ requirements and expectations QA by Veraquest For the above to be achieved, the call center quality monitoring for the customer services provided must be valid and efficient. 

Why is QA important in a call center? 

Quality Assurance is vital in a call center; for instance, it plays a significant role in maintaining your clients; moreover, it also helps business to achieve the following: 

Improve customer experience 

The customers’ overall experience is boosted when the customer services are offered quickly and get instant help from the service agents. Quality Assurance helps the business to maintain a consistent level of service delivery to the customers at each point in the customer journey. 

Maintain or improve the Call Quality standards. 

The call quality standards are achieved via the call quality monitoring practices; the practice improves their approach to acknowledging the customers’ feedback, answering the customer questions, and handling irate customers above all being empathetic to customers. These are all handled across the team in a standardized manner. 

Complying to compliance 

While interacting with customers, some guidelines must be followed to ensure their security and privacy are maintained. Quality monitoring calls helps in adhering and implementing all the compliances. 

Retaining customers. 

It is costly to acquire a new customer than retaining the existing customer. With this understanding, QA managers deliver quality services to customers to avoid switching to their competitors. Quality Assurance ensures the customers have a higher priority for them to be retained. 

 

How/Ways to improve your QA 

The customer interaction in any call center division in business is so crucial. Customers will continue seeking your services or switch to another brand depending on how their issues are handled, and the interactions are managed. Therefore, a business needs to put right the Call Center Quality Assurance guidelines and tools to focus on customer retention and maintain effective communications. 

Below are the best practices for Call Center Quality Assurance: 

Customer problems must be solved: Customers call for a purpose and need solutions to their problems. Agents should take full charge of the call and try their best to solve the client’s problem, even if it demands the agent to transfer the call to another division in the business departments. 

Encourage self-assessments for agents:  the agents should be allocated time where they evaluate their calls. The assessment will allow them to listen to their calls and analyze their performance based on quality and customer satisfaction. Apart from analyzing and listening, it will also enable them to learn from their own mistakes and create more room for communication and service delivery skills. 

Have a complete focus on Caller’s experience: the call center managers must listen to the entire conversation between the customer and the agents to measure the agent’s performance and point out the areas that need improvements.