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Quality Management

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

Top 3 Call Center Quality Assurance Best Practices

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We’ve devoted several previous blogs to the importance of Quality Assurance (QA). If you have already introduced a QA program into your contact center, here are three ideas related to best practices that can improve its impact on efficiency and customer services. 

1. Focus on High Value Calls

While every customer is important, some customer calls are more valuable than others when it comes to quality assurance. Focus on those that expose potential issues with new products or marketing campaigns, or those from the type of customers that are vital to your company’s success. Desktop analytics software can make it easier to locate these calls. 


2. Include the Customer in the Process

Serving your customers better is the reason to introduce QA – so it makes sense to include their feedback instead of just assuming what they want from your business. Review customer satisfaction scores against QA results, and address any gaps or discrepancies. Update customer surveys frequently. 


3. Refine Coaching and Training

Make certain new agent hires are on board with QA from day one. Give them the skills they need to prioritize the goals of the program, and make sure they have the technology that makes it easier for them to deliver a positive customer experience. Quality assurance should also be part of ongoing coaching efforts for all agents. A Gallup poll found that targeted coaching programs improve customer loyalty by more than 50%, and achieve 27% greater profitability, in part by cutting average handle time in half. 


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