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Quality Management

Practical information about call center recording software, call monitoring and quality assurance for contact centers

Call Center Quality Assurance Made Easy

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Call center quality assurance (QA) is, for many call centers, an objective that is easier said than done. However, it is a vital aspect of everyday operations that will pay significant dividends in enhancing customer service, and exposing and correcting weaknesses before they result in loss of business.

Here are 5 tips to help your call center achieve its quality assurance goals. For more detailed information, download our Quality Management Strategy white paper. But first, the five tips to get you started:

What Do You Want to Accomplish?
Defining the “quality” in quality assurance is an important first step. What standards do you wish to set for agents and for managers, as well as for customers? Quantify your current status on these goals, so you’ll have a base line to build on in the weeks and months to come.

Everyone Working Together
If your agents aren’t aware of the goals that have been set for them, they are less likely to perform up to expectations. Keep the lines of communication open between managers, agents and coaching/training personnel. Issue regular updates through meetings, training sessions or email, and provide positive reinforcement when the numbers are moving in the right direction.

Quality Assurance Technology
Workforce optimization is designed to make quality assurance easier to achieve, but to do so they must be optimized and properly utilized by all personnel.

Real-Time Monitoring
Quality assurance is impossible without reliable, real-time quality monitoring that incorporates alerts, dashboards and key performance indicators (KPI).

Where Are We in Six Months? Establish Long-Term Guidelines

While QA helps to fix short-term issues, it is a process that never really ends even after some of your goals have been achieved. Establish long-term guidelines for where you’d like the call center to be in six months or one year.


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