Call Center Quality Assurance Monitoring and Management

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Call Center Quality Assurance Monitoring and Management

quality assurance - man on phone with smile and hand raised in excitement

Whether your call center campaign is reaching key performance indicators (KPI’s) or goals, reevaluating processes every so often is a big factor in your campaign’s success. Not only is it essential to maintaining a successful agent count, but necessary for growth.

When quality monitoring is reviewed and communicated, problem detection, and resolutions formed, it will bring your campaign to its full potential.

It All Begins with Customer Loyalty

It’s no surprise that customer loyalty is of the upmost importance. If an issue were to arise, companies put their trust into a call center to get the issue resolved with exceptional customer service.

With this exceptional customer service, the chances of continued business will greatly increase. A positive customer experience can be achieved through the benefits of quality assurance.

Providing a Better Customer Experience Can Increase Your Annual Revenue

As a customer, you will know right away whether or not your callers are receiving up to par service. The powers of social media can add to this pressure.

Often times how well your service played out to your consumers will appear on the web or through word of mouth with an entire new audience you didn’t even think was possible. 

Employee Performance

Generally speaking, a quality assurance check should be done regularly with the assumption that agents are doing their job correctly and efficiently and following all the guidelines outlined in your campaign.

If agents are not performing up to the high standards of call center hold coaching and additional training can take place to get that agent performing their best.

Utilizing Metrics

Information that’s gathered does no good if not reviewed and utilized properly. All information that is acquired should be observed for maximum effectiveness.

Training agents and improving performance are the two main goals to analyzing data. Call centers are constantly looking at ways they can improve, and you should be reviewing that data also.  Things that can be used to determine performance standards include but are not limited to:

  • Call length
  • Speed of Answer
  • First Time Resolution Percentage
  • Service Level
  • Adherence to Schedule
  • Accuracy
  • Customer Satisfaction

Now that you know what can help drive customers satisfaction for your business, reaching out to a call center like AnswerNet can help keep you covered in other areas. From inbound and outbound customer support to appointment setting, AnswerNet can work with you to build a successful campaign. Click here to learn more and request a quote.