Each day, hundreds, and perhaps even thousands, of calls enter and exit your call center’s ecosystem. Each caller has a story to tell about their interaction with your business and the individuals who represent it. Whether your customer hung up the phone frustrated because their issue wasn’t resolved or the customer is happy because all of their requirements were met – their experience can help your business improve.
Quality Assurance Improves Business
Investing in a Quality Assurance (QA) team can be a hefty expense. Before you hire your first QA Specialist, you will need to invest in scalable technology that can monitor calls, record calls, store data from those calls, and capture meaningful insights from those calls.
Once you have the technology in place you have to hire, train, and coach your new team to understand what to look for as potential red flags on calls. This takes time and a lot of money in order to create effective processes that are the result of lots of trial and error to determine what works.
A skilled Quality Assurance company has worked over a wide range of business types and industries. Their hands-on experience makes it easy to go from having no QA strategy at all to a robust and experienced team working behind the scenes.
Determine If Tried & True Methods Are No Longer Effective
Quality Assurance includes monitoring calls and keeping track of any identifiable trends within the organization. As industries trend, customers’ needs change as well. If old processes are no longer effective, it may be time to reexamine how your agents are attempting to solve problems.
A skilled QA team will take the time to listen to your calls, determining what your customers pain point was and how your agent handled the call and offered a resolution. After analyzing calls and taking note of these trends, suggestions can be made to meet clients’ current needs rather than relying on what was safe or effective at another time.
Outbound Calls to Ensure Quality
After your customer has ended a call with one of your agents, a skilled Quality Assurance agent can reach out to follow up on the outcome. This touchpoint can be crucial in both determining what worked and in ensuring that your customer is satisfied.
When it comes to running a successful call center, business owners must invest in a high-quality Quality Assurance program. By partnering with a professional service such as Responsive Call Center, businesses ensure that their calls are being monitored using only the highest and most advanced technology available and by professional QA agents that understand quality policies and procedures. Contact Responsive Call Center today to discuss a QA plan for your business.