What is quality assurance in a call center?

 

What is quality assurance in a call center?

  • Call center quality assurance as a set of practices for monitoring, evaluating and enhancing the performance of call center agents in order to improve efficiency, increase customer satisfaction and fulfill call center objectives.

  • Call center quality assurance processes may include call monitoring, call recording, call scoring, call analytics and agent feedback and training.

As more enterprises invest in call centers to improve sales and customer service, call center quality assurance programs have become a critical part of IT management. But what is quality assurance in a call center, and how can it help to improve performance, reduce costs and increase customer satisfaction? Here’s a short download on “What is quality assurance in a call center?” that seeks to answer these questions and others.

What is quality assurance in a call center?

Call center quality assurance is a practice for monitoring, assessing and improving the performance of call center agents.

What is quality assurance in a call center designed to accomplish?

Call center quality assurance is designed to ensure that the interactions agents have with customers and prospects adhere to best practices established by the organization to ensure efficiency, improve customer service and meet call center goals.

What is quality assurance in a call center compared to?

In a call center quality assurance program, agent performance is scored using key performance indicators that help to measure aspects of the interaction with callers that are most important to the business.

What does quality assurance in a call center entail?

Call center quality assurance includes:

  • Identifying performance goals for individual agents and for the call center as a whole.

  • Deciding what aspects of performance need to be measured and what standards should be used to evaluate them.

  • Monitoring and scoring calls manually or automatically to determine how closely agents are adhering to call center quality assurance goals.

  • Providing continual feedback and training for agents to improve performance.

  • Revising call center quality assurance standards to better meet call center objectives.

What does quality assurance in a call center require in terms of technology?

Call center quality assurance programs typically require technology for call monitoring, call recording, call scoring and call analytics.

What is quality assurance in a call center’s role in compliance?

Call center quality assurance programs play a vital role in ensuring compliance with regulatory frameworks concerning data security and customer privacy. Through call monitoring and training, companies can ensure that call center agents are adhering to scripts and protocols that are in compliance with a variety of regulations.

What is quality assurance in a call center solution from Spectrum Enterprise?

Spectrum Enterprise Hosted Call Center is a fully managed, cloud-based solution that can scale to any organization’s needs. Providing state-of-the-art call center technology, Hosted Call Center includes a range of feature packs with technology options that enable organizations to implement, streamline and improve call center quality assurance programs.