BPA Featured Article

How to Implement Call Center Quality Assurance

By Paula Bernier, Executive Editor, TMC
March 13, 2018

It’s easier and more affordable to keep your customers than to invest the time, money, and other resources to find new ones. That said, it’s important to treat your customers right. And a big part of doing that is by having a helpful and efficient call center.

A quality assurance program can help ensure your call center is delivering the level customer experience it desires. Of course, no one has unlimited resources, so you’ll need to create your program to make the best use of what you have. But, monitoring calls to measure performance can go a long way in helping your meet your customer-facing and internal goals.

Before you start listening in, however, you need to do some upfront work. That should include defining what you’re listening and looking for, identifying which of these things are most important, and creating scorecards to reflect all that. Then, you should build a coaching and peer monitoring team that is able to use your monitoring capabilities and scorecard approach to the greatest effect.

Inviting both call center managers and agents to weigh in on these metrics, how to design the scorecards, and even to do the actual quality monitoring can go a long way in allowing you to do quality assurance without at the same time lowering morale by creating a Big Brother-type environment. After all, nobody likes the feeling of someone else looking over their shoulder. But, if you implement quality assurance as an “everybody wins” instead of a “we’re watching you” effort, you’re likely to get much better results and have much happier agents, which contributes to overall results.

And creating a culture in which there’s regular quality assurance, feedback from customers and from all levels of the call center organization, and ongoing and positive and forward-looking coaching can make everybody involved a whole lot happier and more productive.

Edited by Mandi Nowitz