BPA Featured Article

Staying on Track with Quality Assurance



By Mandi Nowitz, Web Editor
April 06, 2018


Companies are always looking for ways to enhance customer experience. Over 200 senior marketing managers contributed to a survey regarding quality assurance in customer satisfaction with 71 percent deeming it the most beneficial metric when monitoring business success.


Defining what quality means within an organization is the first step to setting standards. Employees can not follow guidelines they are not aware of. Additionally, there needs to be complete confidence in the products marketed and sold, delivering the best to loyal users; this is the total quality assurance package.

“Quality assurance (QA) should be the cornerstone of your call center management efforts,” according to Talk Desk. “This is because optimizing QA practices will help to enhance the quality of the service your team provides to their customers, increase their efficiency and reduce wasteful spending. Taken together, the benefits of optimizing your QA practices might just help your team get a leg up on your competition.”

There are ways to enhance quality assurance when it comes to customer service starting with monitoring random agent calls. Random call monitoring allows visibility into agent performance, highlighting the good and the bad in order to improve training processes and customer service.

Incentives continue to breed positive behavior. Whenever an employee delivers exceptionally high quality with their tasks and in customer service, this should be recognized as a driver to continue such behavior.

“The source of quality is well considered design, carefully executed, with thoroughness, by skilled practitioners, given adequate time,” explains David Foster of Laneterralever. “Organizations that try to improve quality primarily by adding quality assurance find themselves frustrated as quality assurance teams attempt to seize control of project to push a quality agenda. This is like the tail trying to wag the dog. Ultimately, the rest of the agency has to adopt project practices that support quality using Quality Assurance for what it truly is, a candle in a dark place.”




Edited by Maurice Nagle

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