What Does Effective Call Center QA Look Like? | 1st of Series

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Companies increasingly understand that the quality of customer experience delivered by the contact center is critical. Apart from being a management tool to guide agents QA should also be seen as a rich source of data for understanding the service level you deliver so it can be improved.
Monitoring call center activity is not a new concept. For years, call center managers have been trying to improve their call center through quality measurement. But, what does effective call center QA actually mean, and what are the benefits?
Historically, companies have used spreadsheets to try to track and measure the service delivered by contact center agent but these are cumbersome and ineffective.
Organizations need to move beyond these limited methods and deploy a dedicated QA tool.
Call Center QA is the process of evaluation and feedback that managers use to ensure that customer and business requirements are being met consistently.
Using the right tools will not just give you incredible data you can act on but will also engage and retain agents by delivering immediate feedback, providing guidance and recognizing employees for good work.
Some of the core practices for improving Call Center experience for customers include:
• Listening to calls and reviewing emails or chats to enhance customer experience
• Reviewing results and providing agent immediate personal feedback
• Analyzing the quality monitoring data to provide insights to improve processes
• And not to mention maintaining regulatory compliance
Evaluators can provide more input than just pointing out mistakes or omissions as reported through these observations. They can help to dig deeper to aid call center managers in understanding the behaviors and patterns behind these interactions and suggest appropriate training and strategies for improvement.
Increasing your investment in expanding your quality assurance efforts will provide your business long-term benefits by helping you build a fully-engaged team of employees along with loyal customers.
In our next video we will be discussing how QA actually changes Call Center Operations, so we will see you then!