<img height="1" width="1" style="display:none;" alt="" src="https://dc.ads.linkedin.com/collect/?pid=513665&amp;fmt=gif https://dc.ads.linkedin.com/collect/?pid=513665&amp;fmt=gif ">

What is Contact Center Quality Assurance and How is it Managed?

Posted by Janis Ancic on Aug 11, 2020

Customer service is crucial for the success of your business. High-quality customer experiences that delight your customers turns potential leads into sales, and cultivates a loyal following that means you extract more value from existing customers through word-of-mouth marketing, testimonials and reviews that drive new revenue.

More than two-thirds of marketers responsible for CX say their companies compete mostly on the basis of customer experience, according to the 2017 Gartner Customer Experience in Marketing Survey

In two years’ time, 81 percent say they expect to be competing mostly or completely on the basis of CX.

Meanwhile, according to Microsoft’s Global State of Multichannel Customer Service Report 2017, 97 percent of consumers say that customer service is crucial to retaining their loyalty as a customer.

The customer experience includes every possible touchpoint that a customer has with your company, but the heart of CX is your customer service strategy. That means any business striving to delight their customers must focus on the continuous monitoring and improving of their customer service program.

Customer service quality assurance (QA) can help your organization do just that. 

What is contact center quality assurance?

Call center QA is the process of ensuring your customer service program results are aligned with your business objectives, and that your organization is providing the best possible service to its customers.

There’s a variety of factors that make up a contact center QA process, but the two most important sets of data to evaluate are call and customer metrics. 

Through a well-thought-out contact center QA process, your customer service program can use data to identify common customer issues, improve the customer experience, enhance agent performance and increase operational efficiencies. 

Contact center quality assurance best practices

Quality assurance of your customer service program encompasses a huge number of elements, programs and data. Once it’s done right, however, you will reap the rewards. You’ll be able to transform your customer experience and deliver incredible outcomes to your customers.

Here are just a few contact center quality assurance best practices that you should keep in mind:

Set your priorities

Contact center quality assurance should be based around the specific results that your business is trying to achieve. Your end goal will affect how you benchmark your current customer service performance. This will help you pinpoint areas of your customer service program that need improvement and how you can evolve it in the future.

What metrics and KPIs will you use to measure quality?

Once you understand your company’s specific customer service priorities, you can then look at which metrics will give you the necessary insights for change. Metrics you might need to focus on could include Net Promoter Score (NPS), Customer Satisfaction (CSAT), First Call Resolution, Call Abandonment Rates (CAR), Average Handle Time (AHT), Customer Effort Score (CES) or Service Level.

You can learn more about the importance of these metrics on our blog ‘7 Metrics to Track When Outsourcing Your Customer Service to a Call Center’.

Choose the right software

Quality assurance is simply too complex and demanding to be done manually. Any successful contact center quality assurance program must use software that automates and manages the QA process.

For example, here at Advantage Communications we have our very own proprietary quality assurance management tool that is designed and patented by us - named QAS360. 

This web-based platform gives our clients direct access to real-time quality assurance insights, trends and reports, that allows customer service auditors and customer service agents to view live updates of their QA scores and progress.

Laid out in easy-to-read visual graphs, the software gives your organization insightful data such as team performance, running reports, trends in your customer service program, agent performance and much more. 

Through the use of QA software your management team will be able to analyze trends, track progress and identify the gaps in performance that are preventing your customer service efforts from allowing your business to reach its goals.

Want to learn more about the importance of contact center quality assurance and how QA processes can help your business achieve its customer experience objectives? Contact Advantage Communications today. Our team of experts would love to answer any questions that you may have. 

Let's Talk!

Topics: Customer Service Trends, Contact Center




Janis Ancic

Written by Janis Ancic

Recommended Posts

Subscribe To Our Blog