Call Center QA

What is call center QA?

Call center quality assurance (QA) is an evaluation process meant to ensure customer interactions meet performance standards. To provide the insight needed, a call center quality assurance program measures key performance indicators (KPIs) like first call resolution (FCR), average handling time (AHT), and net promoter score (NPS). 

Example: We recently implemented a call center QA program that has boosted customer satisfaction by 10% from Q2 to Q3. 

The ultimate goal of the call center QA process is to provide a consistent, high-quality customer experience across all channels, including calls, chats, and email.

What are the benefits of call center QA? 

Quality assurance assessment ensures that call center agents are actively working to create a positive customer experience, ultimately creating more loyal customers. By measuring common KPIs and monitoring customer interactions, contact centers are better prepared to streamline processes and find solutions to common pain points. 

The benefits of doing so include increased customer satisfaction, enhanced agent performance, improved operational efficiency, and a consistent service experience. Quality assurance programs can also help uncover additional customer service, technical skills, or soft skills training needs. 

Call center QA program best practices

To make sure your organization’s call center quality assurance program drives real results, a few best practices are essential. Before beginning the program, you’ll want to define clear objectives and goals for your agents. This could include following certain scripts, reducing average handling time, or increasing first call resolution rates by a certain percentage. 

Additionally, you’ll want to monitor a wide range of calls, chats, and emails, and do so consistently to provide a solid foundation of data. Use the data to provide continuous coaching and feedback, giving agents necessary support and guidance towards achieving organizational goals.