QUALITY ASSURANCE IN CALL CENTER INDUSTRY
WHAT IS QUALITY ASSURANCE (QA) IN THE CALL CENTER INDUSTRY?
Quality Assurance QA is a very important and continuous process for any business to sustain itself in a competitive environment. Without Quality Assurance (QA), it is almost impossible to create business goodwill and brand image. Call Center Industry is purely a services-oriented sector that requires special Quality Assurance (QA) parameters. Through Quality Assurance (QA) Call Centers can enhance their agent’s performance and customer services excellence.
A Call Center with poor Quality Assurance (QA) Standards not only loses its sales revenue but also faces many challenges from a strategic point of view. It affects overall business growth and objectives.
In Call Center, Quality Assurance is a process to analyze whether customer satisfaction is achieved or not. Call Recording, Average Call Handling (AHT), Customer Feed Back, and other Key Performance Indicators(KPIs) are monitored to improve and achieve Quality Assurance. In today’s digital era, where the customers are Tech-Savvy, they can leave their feedback and experiences even during a call on several social media platforms. Therefore it is very crucial to improve call center quality of services through QA.
HOW TO ACCESS QUALITY ASSURANCE IN A CALL CENTER?
To design and implement strategies for Quality Assurance it is very important to access the overall services of a call center. In a call center, Quality Assurance is accessed as below
- Call Recording and Monitoring
- Key Performance Indicators (KPIs)
- Customer Feed Back
- Agent Score Card Analysis
Cybells Tips: Cybells tools and tips help a call center to achieve the highest services quality. Cybells Dialer Software with customized KPIs give gives the management a clear picture of the agent’s performance.
STRATEGIES FOR QUALITY ASSURANCE
1. DEDICATED QUALITY CONTROL TEAM
To become successful in a call center, into having required to have a dedicated team of Quality Control personnel. Quality Control Officer should monitor and analyze all the Quality Parameters and how they are met. Call Center can use Key Performance Indicators (KPIs) metrics for an intelligent insight into service quality management. The policies and set of standards are compulsory with a dedication to managing QA in a better way.
2. DEFINE YOUR PRIORITIES
To set up the Quality Assurance goals, setting the priorities is important. Call Center managers should know their set of tasks to address like average handling time, agent performance, communication protocols, etc to define their set of priorities.
3. ONGOING APPROACH
QA should be ongoing. This process requires continuous monitoring and development to achieve the desired results. Without an ongoing approach, Quality Assurance can never be met. Call Center higher management should implement intelligent software for the assessment of live quality control accessment.
4.AI AND BUSINESS AUTOMATION
Thanks to the AI and Business Automation. There are a set of software modules and intelligent auto dialer software that can add value to the call center business. Cybells auto dialer software has all the features that can be used to set internal Quality Assurance and standards with the dashboard.
5. TRAINING AND COACHING
The call recording feature does not only provide the accessmentassessment of customer interaction but also gives an insight into the quality of the overall service. Call Recordings are used for training and coaching purposes to enhance Quality Assurance.
Besides this training of the agents to improve their services and performance is an important key factor to address the Quality Assurance issues.
Key Words: Quality Assurance, QA, Agent Performance, Call Center Service