The key purpose of Call Quality Assurance programs in a business or call center environment is to measure how good call center agents are at adhering to departmental procedures and policies in a call center. All call centers in a company have managers. Traditionally, contact center managers have listened to or live monitored recorded interactions in order to effectively gauge performance of call center agents and internally assess customer experience. For quality assurance programs to be effective, it is essential that the program should be handled as a formalized continuous process and should be designed to measure the adherence of agents to internal procedures and policies.
Basically, there are many ways in which Call Center QA programs can be effective in a business environment, but this will mostly depend on how the programs are designed. Quality assurance programs should be designed to improve quality and consistency of customer interactions through all communication channels that include chat, email, telephone and instant messaging among others. The programs should also be designed to assess the execution of business procedures, detect and repair inefficient or broken policies, operational issues and processes throughout the company. A well-designed QA can help improve on performance of call center agents and identify training needs of the agents.
Businesses should also implement Call QA programs that are designed to identify processes and policies that alienate and frustrate customers. In addition, the programs should be designed to maximize every interaction between agents and customers and be able to identify different business trends. Quality assurance programs can be effective if they are designed to improve the experience of customers. In essence, the underpinnings of well-designed quality assurance programs are accurate measurements, consistency, and the cycle of ongoing feedback that results in improvements. A quality assurance programs can only be effective if it provides the call center with a means of measuring the consistency and quality of customer service delivery, helps identifies trends, captures all customer insights and improves agent productivity and performance.
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