Maintaining a high standard of call center quality assurance with each client interaction is essential to provide the kind of fast and efficient customer service that keeps customers coming back for more. The success of the company is dependent on how well the call center handles customer interactions.

Moreover, customers have higher expectations of how quickly and effectively organizations will address their concerns. No matter how well or poorly the call center is performing in terms of key performance indicators, it is always crucial to take a step back and observe how things are done so that one can make the necessary adjustments to ensure that one has the best possible team in place. Before we explore into the fundamentals of call center quality assurance, let’s define “Call Center Quality.“

What is Call Center Quality Assurance? 

The goal of quality assurance is to ensure that all the services are in accordance with the expectations. A common part of this is listening to and analyzing customer service conversations, chats, and other interactions between staff and clients. Each customer’s call quality must be consistently high throughout their whole experience.

Here are 5 tips on how to improve call center quality.

Invest into technically advanced software

In addition to making the lives of the agents easier, technology can help to provide a more streamlined experience for the customers. For instance, by keeping tabs on all available channels, the smart software can help call centers provide better service. One can check the quality of agents’ interactions via email, live chat, and SMS are typically overlooked in favor of phone conversations when doing QA checks in call centers.

Incorporate regular coaching and feedback into routine

Feedback and coaching must constantly be prioritized when considering new ideas for enhancing the call center. Make it a regular part of the schedule (either once a week or once a day) to provide input to the agents. Make the most of the call center’s low-volume hours by putting it to good use. Keep in mind that comments can be constructive or destructive, pleasant, or negative, and presented in a variety of ways (for example, survey, scorecard or KPIs).

Address real-time data prominently

Agents are more likely to collaborate and produce better results as a team if they can see how their efforts affect the overall success of the call center. The contentment of customers and the efficiency of agents can be displayed on a projection screen that can be seen by everyone.

Agents should be allowed to dispute their performance reviews.

Having a formal procedure in place where agents can dispute a rating and be given a second rating from a different induvial is one of the most significant things one can do to boost the quality of their call center is to make sure that the agents know they are the focal point of the operation.

Systematic approach to the workflow

Repetitive corporate processes can be simplified and automated with the aid of workflows, leading to decreased human error and more productivity. As a result, management can make better, more timely decisions, and staff members are given the authority to work together in a more fluid, effective, and efficient way.

This article includes several strategies that need for quick access to team data, demanding the use of powerful software like QEval.  QEval, by Etech, is a smart, adaptable solution for monitoring call center quality and managing agent performance. It delivers actionable reports and insights by leveraging the capabilities of artificial intelligence technologies and real-time speech analytics.

QEval greatly streamlines the coaching process by giving training updates and enhancing coaching visibility with powerful speech analytics.

Key characteristics of QEval include:

• Full workflow process support
• Unlimited customizability of evaluation forms
• Flexible scoring choices
• Options for weight base scoring
• Combination of standard numeric, blind scoring, non-numeric, or holistic scorecards
• Analytics to assist in identifying the root cause of processes
• Secure cloud-hosted platform
• Fully customizable
• Data aggregation and trending
• Speech analytics
• Integrated smart help
• Real-time reporting
• AI tool integration
• Workload Allocation among the team members

Check out our website to find out how you can improve call center quality and the customer/agent experience through the use of our smart software.