7 Tips for Effective Call Center Quality Assurance

Call center quality assurance can pay significant dividends in enhancing customer service, and exposing and correcting weaknesses before they result in loss of business. There are a number of solutions available, but how should you choose the one that’s right for you? And once the solution has been implemented, what should be done next? Here are 7 tips for effective call center quality assurance. 

1. List Your Objectives
What do you hope to achieve from quality assurance? Overall call center quality improvement? Better training? Cutting down the time per call? Make a list of objectives and find the call center quality assurance solution that best addresses them. 

2. Ease of Transition
There’s a learning curve with any new technology, but some are more user-friendly than others. Choose a quality assurance solution that can be integrated with your current technology and implemented quickly.

3. Cost
Sometimes the highest priced system won’t be the one that best fits your needs. However, most call centers these days would certainly benefit from a solution that does not require a large upfront investment. 

4. Maximize the System’s Potential
Most companies access only a fraction of the capabilities that technology affords. Quality assurance can touch upon every facet of a call center’s daily operations and should be fully integrated into the day-to-day operations of the company. From training and coaching to evaluation metrics that measure trends, opportunities and issues, leverage every applicable tool for maximum contact center quality. 

5. Emphasize Teamwork
Do not allow a quality assurance solution to be perceived as a means to “check up on” agents and employees to make sure they are doing their jobs right. Make sure that every employee knows that they are a significant part of the quality improvement process, and their best performance benefits them as well as the company. While a teamwork environment is important, individual achievement should also be recognized, whether it is through a bonus, a mention in a newsletter, or a special award. 

6. Show, Don’t Tell
If a manager stresses courtesy to call center agents, then treats them rudely, the message can be lost. Let employees know that their work is valued, even when correction is necessary for quality assurance purposes. It is much easier to convert an average employee into an outstanding achiever, than to replace that employee and start over. 

7. Encourage Self-Evaluation
The recording capabilities of quality assurance solutions allow agents to analyze their own performances, and adjust habits accordingly. Such self-evaluation should be encouraged, as it not only allows every agent to improve without supervision, it frees up managers to address other issues. 

If you would like to learn more, please read our new whitepaper 7 Strategies for more Effective Quality Assurance in your Call Center. The paper provides some guidance on how to develop a strategic approach to contact center quality assurance.