September 23, 2022

Quality Assurance in Your Call Center: 9 Ways to Get & Keep It

Share this story

Quality Assurance in Your Call Center 9 Ways to Get Keep It

A quality assurance plan is an important part of any call center. Without one, your customer interactions could be riddled with errors that cost you business. In this blog post, we highlight the importance of quality assurance and how to go about implementing it in your call center. We also take a look at some common quality assurance issues and how to prevent them.

What is call center quality assurance?

Call center quality assurance (QA) is the process of monitoring and assessing call center agents to ensure they are providing quality customer service. This includes listening to calls, evaluating customer satisfaction surveys, and analyzing data such as first call resolution rates and average handle time.

Quality assurance plans help identify areas where agents need improvement and provide a framework for making changes that will improve the quality of customer service. Without quality assurance, call centers run the risk of making avoidable mistakes that could cost them business.

Here are a few ways you can improve quality in your call center:

  • Regularly review quality assurance reports 
  • Address quality issues with agents 
  • Encourage feedback from agents 
  • Offer training and development opportunities 
  • Monitor customer satisfaction levels 

We’ll jump into ways to keep quality a priority in your call center later.

jump into ways you can keep quality assurance in your call center

Why is quality assurance for call centers so important?

There are a few key reasons why quality assurance is so important in a call center:

  • It helps ensure that customers are getting the best possible experience. 
  • It identifies areas where agents need improvement. 
  • It can prevent avoidable mistakes that could cost the call center business. 
  • It can improve first-call resolution rates and average handle time. 

What does quality monitoring involve?

Quality assurance plans vary from call center to call center, but they typically involve monitoring calls, customer satisfaction surveys, and data such as first call resolution rates and average handle time.

Nine ways to keep quality a priority in your call center

Here are a myriad of ways to keep quality a high priority in your call center:

Invest in quality assurance software

Investing in quality assurance software doesn’t have to be complicated. In fact, some contact center software offer built-in features that assist in quality assurance. Either way, using software will help your company automate quality assurance processes and make it easier to identify areas where agents need improvement.

Monitor calls to ensure uniform customer service

A company’s quality of service and support is important because it can help create a good reputation for the company. This, in turn, might make other customers more likely to buy from the company. On the other hand, people are likely to write reviews or posts about negative customer experiences on social media. If a customer has one bad experience with your company, it might leave their friends or colleagues unwilling to do business with you. One bad interaction can cost you many potential customers.

The service quality in a call center should be the same for every customer. Customers should expect to receive the same quality of service each time they call. This means incorporating certain types of greetings, positive phrases and call structures into every call to deliver uniform customer service. Once you do this, monitor calls to ensure that customers are receiving a uniform experience.

Make quality a part of the performance review process

First and foremost, agents should be aware that quality is being monitored on their customer interactions. Second, let them know that this monitoring will affect their performance reviews. Set your agents up for success by sharing what performance metrics are being measured.

Ensure agents meet compliance guidelines

There are certain compliance guidelines that call center agents must meet. If your company is not in compliance, you could face heavy fines. Make sure your agents are aware of the compliance guidelines and that they are following them. This will help to ensure quality customer service and avoid any legal issues.

ensure quality customer service and avoid any legal issues

Before quality monitoring can begin, you must first obtain consent from the customer. This can be done by asking them to press a certain key on their phone before the call begins. By doing this, you are letting the customer know that they are being recorded and that their consent has been given.

Work with managers and agents to develop scorecards

Scorecards are an important part of quality monitoring. They help to identify areas where agents need improvement and set goals for the agents to work towards. Work with managers and agents to develop scorecards that will be used in quality monitoring.

Provide quality training for new agents

New agents should be trained on your quality standards and expectations from day one. Quality training should be a top priority for all agents. But new agents especially need to be trained properly on your company’s quality standards. They also need to understand how quality will be monitored and what is expected of them. Providing quality training upfront will help to ensure that new agents are providing quality customer service from the start.

Lead by example

As the manager, you need to set the tone for quality in your call center. Make sure you are modeling the behavior you expect from your agents. This will help to create a quality culture in your call center. And a quality culture will lead to quality customer service.

Develop feedback and action plans

After quality monitoring, you will likely have some feedback for your agents. Use this feedback to develop action plans that will help improve the quality of customer service in your call center. Make sure to share these action plans with your agents and managers. And hold everyone accountable to meeting the goals set forth in the action plan.

By following these nine tips, you can make quality a priority in your call center and ensure that your customers are getting the best possible experience. Implementing a quality assurance plan is an important part of running a successful call center. LiveVox provides quality monitoring and quality management tools to help you run your call center effectively. 

What is call center quality assurance?

Call center quality assurance (QA) is the process of monitoring and assessing call center agents to ensure they are providing quality customer service. This includes listening to calls, evaluating customer satisfaction surveys, and analyzing data such as first call resolution rates and average handle time.

Keep Up-To-Date on the Latest Contact Center News

Subscribe to our newsletter and stay current on all the latest technological advances in the contact center space.

About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

You May Also Like

Cloud Ticketing System Overview

Cloud Ticketing System Overview

A cloud ticketing system provides an enhanced customer experience through transparency, real-time tracking, update notifications, SLAs, and support request forms.

read more