The Crucial Role of Quality Assurance In Call Centers

The quality assurance program and personnel are one of the most important tools of a call center company. Its goal is to strike a balance between customer satisfaction and the security of the company. But some business owners may question if this quality control effort is really necessary. Should you invest in developing a concrete program and training staff for this role?

Here are five reasons you need a quality assurance team to monitor your call center agents:

1.Identify problems and recognize triumphs

By measuring and evaluating data from recorded calls, you can determine the most common issues of customers and any factors that contribute to their concerns. You can also figure out the frequent causes of customer dissatisfaction, as well as the success factors that lead to customer loyalty.

2. Check accuracy of information

A QA call recording program is very useful in gathering important data when there are any disputes, or if more detail is needed for the customer’s concerns. You’ll be able to verify what the customer said and what the agent said. The QA officer can also interpret the data and double check information from the call.

3.  Check effectiveness of training programs and coaching

Coaching sessions are usually facilitated by QA officers after listening to calls and assessing the performance of the agents. You can track agents’ progress and check if your training programs and coaching sessions have helped improve the agent’s performance.

4. Ensure compliance to standards and laws

The quality review program outlines guidelines for agents to follow through a checklist or form. Agents are expected to be aware of what they can do and what they cannot do, what they are allowed to say and what they should not say.

5. Improve quality of service

Through the QA program, you can identify and execute improvements to the way your solutions are delivered. Changes are implemented to continuously upgrade the service you provide your customers, which increases your customers’ satisfaction.

With the right quality control program and competent leaders to implement it, your customers are prioritized and your company can progress. A call center company that offers this kind of program and people will be your partner in success. Taking You Forward, a fast-rising call center company in the Philippines, offers top quality solutions for your business needs, including a highly skilled QA program and team. Call us today to discuss the growth of your business.