Quality Assurance Call Center Jobs – With 79% of customer leaders agreeing that customers are smarter and more informed than ever, call centers need a solid action plan to meet their expectations and improve the quality of phone support.
Whether you have a contact center quality assurance program that needs updating, you want to review call center quality assurance guidelines, or you are just starting out, these call center quality assurance guidelines are here to help.
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Contact center quality assurance (QA) is the practice of reviewing and analyzing customer conversations to ensure they meet internal quality standards.
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By evaluating performance and processes based on different categories, you can use the data to respond and determine ways to improve. This is an ongoing process that helps you raise customer expectations and improve the quality of your call center.
Whether you provide in-house phone support or use BPO (business process outsourcing), the person who answers the phone when a customer calls will provide the first impression of your company.
Call center quality refers to the degree to which a team meets and exceeds customer expectations, industry standards, and customer service goals. Achieving high call center quality involves several things, including customer satisfaction, timeliness and compliance, call monitoring and evaluation, and agent coaching. In other words, a strong call center quality program.
Follow the call center quality assurance guidelines below to build your own contact center QA framework to ensure every customer interaction is successful.
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Before you rush into analyzing call center interactions, you need to have a clear vision of what your customer service will look like.
Call centers are not a “one size fits all” type of service. Your call center’s customer service strategy and quality assurance numbers should align with your company’s vision and goals. So, when creating a contact center quality assurance review process, start by defining:
Maybe you know your values, and they might fit the phrase “We support the phone…”.
Regardless of your unique selling point, you want the customer service you provide to be quality. and strives to train and retain agents who provide the best support for these goals.
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Options range from providing equal support to all users, including tests and leads, to paying or focusing on premium users. This is largely a business decision, but your branding team may also have a say in it, as all customer-facing activities impact your company’s image.
You may want your customer service team to respond quickly, concisely, and to the point, and that’s okay. Times are changing. “Easy” answers can be found in the knowledge base or delivered via chat, while customer support representatives go the extra mile to drive support improvements.
In other words, your call center vision can shift from “We provide phones to everyone, with a focus on fast help” to “Our contact center works with high-value customers by solving their problems, interacting with the product, and scaling.”
The path you follow determines the call center quality monitoring process. Ultimately, evidence-based recommendations will help you plan onboarding and training, influence training sessions, and drive your key performance indicators.
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Goal setting is part of the call center quality assurance framework. However, it plays an important role in aligning your mobile vision with your support vision, so make sure you don’t miss it.
This step consists of four parts that will help you create a scoreboard that reflects your team’s performance based on your vision of excellent service:
Go back to your support vision and break it down into 2-4 specific customer service goals. For example, are you looking for ways to increase customer satisfaction, increase CSAT, provide faster solutions, or improve your agents’ product knowledge?
Goals guide you to areas that need to be negotiated, creating team cohesion and quick momentum when needed.
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Now, it’s time to create your own call center QA scorecard—in other words, a scorecard that helps you review customer conversations as objectively as possible.
Align each of your goals with at least one level of excellence in your call center numbers – whether it’s resolution, tone, empathy, following internal processes, or going the extra mile.
Whatever you choose, make sure all your goals are reflected in your contact center QA review, but don’t overdo it. 1-2 levels per target is enough.
General assessment item status: Should be (relatively) quick and easy for reviewers and reviewers.
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Detailed Rating Category Status: Each conversation should be reviewed against your overall quality criteria.
For example, if you want to improve agents’ product knowledge, include “accurate product information provided” as an evaluation criterion. Those looking for ways to make their phones feel warmer and friendlier should include the “empathy” category, perhaps “appropriate opening and closing lines.”
Interestingly, the average number of assessment items on the scorecard is 14 (although the median is quite reasonable).
Each support team has a unique set of quality standards for customer interactions. This means that there is no “one size fits all” scorecard for internal quality assessment, but instead, each group creates a unique rubric that reflects their specific goals and preferences in customer interactions. The better you align your support cards with your support and business goals, the easier it will be to achieve those goals with the help of your contact center quality assurance program and agent feedback.
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Look at your level of vision and goals to determine which assessment items are most important to you. Give these items greater weight in your internal evaluation.
For example, sharing accurate product information may be more important than agent vocabulary. You can also make certain categories important – passing them is a prerequisite for getting an overall score.
Implement a scoring system that is easy for all raters to understand so they rate tickets the same way. This can be as simple as a 2-point scale where reviewers can only give a thumbs up or a thumbs up to each review item. Or even a score out of 10.
According to the 2023 Customer Service Quality Report, many groups use a binary rating scale to rate scoreboard items, although the rating scale is more nuanced:
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Contact center dashboards are the foundation of your call center QA process, so it’s worth taking the time to create a proper one. If you skip the vision and goal setting part, you may end up with evaluation criteria that are not relevant to your call center.
Rather than overloading yourself with dozens of questions, focus your attention on the interactive aspects of your group.
If you need help, try downloading Klaus’ customer service number template:
Before you review the call, you need to give the process a solid structure. This makes your call center QA consistent, transparent, and understandable to everyone.
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Although some people consider call center QA evaluations to be a time-consuming and burdensome process, this doesn’t have to be the case. Keep efficiency in mind when designing your phone reviews by answering the following quality assurance questions:
Select Manager, Contact Center QA Specialist (or Quality Assurance Analyst), Associate, and Self-Assessment. They all have their advantages and disadvantages, so see which one is right for you:
Unfortunately, the vague answer to this question is “it depends.” A question that should be answered
If you set a numerical goal, it’s easy to express your goal as a percentage of your total volume. This makes your contact center QA reviews statistically relevant as your company grows.
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💡 Quality Control – Ahmed Baidoun Call Center Tip: Start by analyzing how many people can reasonably screen your phone. Make sure your survey sample is large enough to represent quality trends in your group. Then calculate how many people it would take to listen to 5-10% of those calls and make meaningful recommendations to all agents.
When starting chat in a call center, remember that consistency is key to the success of your call center QA framework. To get an idea of what your phone support looks like and track it over time, you need to approach it in a well-organized way.
For example, you might set a goal to ensure each agent receives several peer reviews per week, and all managers review agents several times per month. The following basic rules will help you stay on track:
While it can sometimes be tempting to skip the small talk and jump to the next question on the scoreboard, you should always focus on the overall conversation. Otherwise, you won’t get an accurate picture of the agent’s tone and style. Additionally, you may miss some important information buried in small threads.
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