How call center quality assurance works

Call center quality assurance or quality control, is a process whereby supervisors, managers and quality assurance specialists in a business evaluate and track how their representatives handle customer services or transactions. |} This monitoring process can consist of many aspects. But in most cases, monitoring procedures include synchronous review of calls made with customers and system screens, which are utilized to handle customer interactions. Where call center quality assurance is completed on discussion sessions or email, the monitoring procedure in this case will review the information of a broker’s response and servicing screens. Basically, quality assurance can be completed in real time whereby supervisors, supervisors or quality assurance specialists live track all calls made by clients. Alternatively, they can just sit alongside call center agents and evaluate and observe the agents as they manage client calls. Typically, quality assurance in a company environment is executed on documented proceedings. There are in fact several pros and disadvantages of using recorded proceedings and live monitoring. In the procedure for live monitoring, quality assurance experts can provide quick feedback to an agent. This is essential because it will become an effective chance for coaching a broker since the feedback is relayed in real time.

On the flip side, executing Call QA through recorded proceedings allows businesses to properly schedule client calls. The reviewer in this situation will get this process more effective. In addition, it permits quality assurance experts to locate customer connections that require the interest of a higher authority, possibly since the connections are quite bad or very good, instead of wasting a lot of time on calls that satisfy the customers or the company only. The reviewer can also be able to critique the screens or interactions carefully, including the ability to return to the connections and examine parts of them effortlessly.

Posted on March 7, 2019