Your job as QA means you’re in charge of creating and maintaining a set of standards to ensure a consistently good customer experience, no matter how large your team grows. Guarantees consistencyĮspecially as your call center scales, maintaining consistency will be a challenge. Failure to ensure compliance can have legal consequences for your call center. Things like HIPAA and GDPR may need to be taken into consideration in every agent-customer interaction. QA specialists are in charge of ensuring that the call center maintains compliance with the rules and regulations of your industry and jurisdiction. Ensures compliance with industry standards and laws On top of that, QA helps you identify your star agents, which comes in handy when deciding whom to promote to management positions. In one-on-ones, you can review calls with your agent, identify their strengths, and create a plan for improving upon their weaknesses. QA managers are often tasked with coaching call center agents.
When you do QA right, you’ll see your customer satisfaction metrics improve. Why Is Call Center Quality Management Important? Improves customer satisfactionĬall center quality management is all about analyzing what’s working, and what isn’t, in the hopes of improving the customer experience. The goal is to maintain compliance and consistency and ensure that the client is happy with the service your agents provide. QA specialists listen to call recordings and grade the interaction based on a set of criteria, including but not limited to industry policies, legal standards, and client requirements. What Is Call Center Quality Management?Ĭall center quality management, also known as quality assurance, monitors, reviews, and improves every interaction between call center agents and customers.
Below are some best practices for call center quality management that’ll help you perform at your best.
Given the importance of your role, it makes sense to do everything you can to optimize your work. Its impact is crucial to the success of the call center, the satisfaction of your customers, and the performance of your agents. If only the general public knew the work that went on behind the scenes of those words! As a QA manager or specialist, you spend hours listening to call recordings, grading agents, and maintaining standards for your industry and organization.īut your job is so much more than recordings and scores. “This call may be recorded for quality assurance purposes.”
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