Why Quality Assurance Matters
Posted: Sun Jan 19, 2025 5:18 am
very interaction between a commercial organization and its consumers has implications for the continuing success of the business. This extends to phone and message-based functions like customer service and technical support. The quality of service and support that an organization delivers is part of its brand identity — and if these activities occur via a call center, Quality Assurance (QA) call monitoring becomes an essential factor in keeping customers happy by maintaining service levels, and upholding the brand’s reputation.
There are currently around 60,850 contact centers around the globe. A recent report by ContactBabel reveals that 55% of customers expect more from support agents than they did a year ago. And according to ContactBabel’s research findings, more than 90% of organizations that do quality assurance monitoring consider this practice very or fairly effective.
Even a single bad korea telegram experience with a call center agent may be enough to turn a customer off a brand completely. What’s more, in the age of social media, poor customer experiences can easily prompt negative comments and bad reviews that spread a damaging message to their friends, family, and followers. In this way, a single bad interaction could cost your business the loss of many prospects, or even existing customers.
Call Center Quality Assurance is a continuous monitoring and improvement process that aims to identify common problems shared by consumers and establish standard ways of communicating with them — all while improving the customer experience and increasing the efficiency and professionalism of call center agents.
By implementing Quality Assurance measures, businesses can ensure that their call centers deliver a uniform service to consumers, which is of a consistently high standard across all channels of communication. With Quality Assurance monitoring, organizations can institute common greetings, brand identity phrases, and call structures into every interaction that agents have with the customer. This kind of consistency gives consumers a clear idea of the level of service that they can expect from their dealings with the brand.
Call Center QA also plays a role in enabling organizations to meet key business objectives. By enhancing agent performance and minimizing response and handling times, Quality Assurance measures can precipitate an upward swing in Key Performance Indicators (KPIs) and important business metrics such as Customer Satisfaction (CSAT) and the Net Promoter Score (NPS).
A number of industries have regulatory compliance frameworks that dictate how customer and business information should be handled, how various transactions should be implemented, and procedures for dealing with certain types of communication and data exchange. Here too, Call Center Quality Assurance has a role to play in making stakeholders aware of what is expected of them by law. For example, the Federal Trade Commission (FTC) has several criteria relating to call centers, such as an obligation for at least one person in any recorded conversation being aware that the call is being monitored — and providing their consent to that recording.
Putting Call Center Quality Assurance Into Action
Some organizations have an internal team that monitors call quality and adherence to relevant industry standards. Others rely on a third-party monitoring system, in which independent Call Center Quality Assurance specialists act as impartial observers. In all cases, the QA monitoring process has the objective of providing the best possible customer experience, by equipping call center agents with the tools, techniques, and operational guidelines they need to maintain a consistent focus on customer satisfaction.
Due to the sheer volume of calls and interactions that have to be assessed, Quality Assurance monitoring can be a complex and daunting task. You can use the following recommendations to help make the job easier.
There are currently around 60,850 contact centers around the globe. A recent report by ContactBabel reveals that 55% of customers expect more from support agents than they did a year ago. And according to ContactBabel’s research findings, more than 90% of organizations that do quality assurance monitoring consider this practice very or fairly effective.
Even a single bad korea telegram experience with a call center agent may be enough to turn a customer off a brand completely. What’s more, in the age of social media, poor customer experiences can easily prompt negative comments and bad reviews that spread a damaging message to their friends, family, and followers. In this way, a single bad interaction could cost your business the loss of many prospects, or even existing customers.
Call Center Quality Assurance is a continuous monitoring and improvement process that aims to identify common problems shared by consumers and establish standard ways of communicating with them — all while improving the customer experience and increasing the efficiency and professionalism of call center agents.
By implementing Quality Assurance measures, businesses can ensure that their call centers deliver a uniform service to consumers, which is of a consistently high standard across all channels of communication. With Quality Assurance monitoring, organizations can institute common greetings, brand identity phrases, and call structures into every interaction that agents have with the customer. This kind of consistency gives consumers a clear idea of the level of service that they can expect from their dealings with the brand.
Call Center QA also plays a role in enabling organizations to meet key business objectives. By enhancing agent performance and minimizing response and handling times, Quality Assurance measures can precipitate an upward swing in Key Performance Indicators (KPIs) and important business metrics such as Customer Satisfaction (CSAT) and the Net Promoter Score (NPS).
A number of industries have regulatory compliance frameworks that dictate how customer and business information should be handled, how various transactions should be implemented, and procedures for dealing with certain types of communication and data exchange. Here too, Call Center Quality Assurance has a role to play in making stakeholders aware of what is expected of them by law. For example, the Federal Trade Commission (FTC) has several criteria relating to call centers, such as an obligation for at least one person in any recorded conversation being aware that the call is being monitored — and providing their consent to that recording.
Putting Call Center Quality Assurance Into Action
Some organizations have an internal team that monitors call quality and adherence to relevant industry standards. Others rely on a third-party monitoring system, in which independent Call Center Quality Assurance specialists act as impartial observers. In all cases, the QA monitoring process has the objective of providing the best possible customer experience, by equipping call center agents with the tools, techniques, and operational guidelines they need to maintain a consistent focus on customer satisfaction.
Due to the sheer volume of calls and interactions that have to be assessed, Quality Assurance monitoring can be a complex and daunting task. You can use the following recommendations to help make the job easier.