6 Best Call Center QA Practices You Must Consider

6 Best Call Center QA Practices You Must Consider

Call center quality assurance programs are adding excellence to the workflow of the organizations.

Call center quality assurance programs are adding excellence to the workflow of the organizations. No matter what the business is, brands are leveraging call center quality assurance software to retain the quality of the customer support process. The reason behind this is its ultimate benefits witnessed by successful companies.

A few benefits to discuss on call center quality assurance process

Implementing an ideal call center QA software in your customer support process can bring a multitude of advantages. But definitely, the software needs to be a combination of voice-to-text and speech analytics with machine learning technology. The list is given below.

  • Boosting customer engagement.
  • Building high customer retention.
  • Bringing in more positive employee experiences.
  • Maximizing the business productivity level.
  • Educating the employee base and increasing work efficiency.

However, not every brand turns out to be successful even after utilizing the QA software from the RPA solution provider. This is because they fail to implement the best practices in their call center process.

Here’s we have listed out the best call center QA practices to consider.

6 Best call center QA practices you must consider to enjoy a seamless customer support experience

1. Do not keep knowledge confined to yourself: Knowledge is that one thing – the more you share, the more you gain. Confining the knowledge to yourself neither makes you intelligent nor reduces your potential on any particular subject. We all know, quality assurance software is designed to enhance the skillset and efficiency of the call center agents by optimizing their efforts.

Despite using the software, you can individually reach out to peers sharing your knowledge on any particular project. This encourages them to share their experiences, eventually building the knowledge of every professional within the call center. Since different agents are assigned different projects, sharing knowledge is very impactful.

2. Manage and monitor the QA process manually: The QA software opted from a reliable RPA solution provider is too promising to monitor and manage call center agents’ performance. Despite having this proactive digital solution, you must have at least one professional to keep track of the overall QA workflow.

Hire someone who has good knowledge about the call center process. Tools are definitely there to ease the workload, but you still need someone to monitor the software performance, analyze calls, and arrange coaching sessions.

3. Constant evaluation: How often do you evaluate your team performance? Monthly? Yearly? Whatever it is, you should focus more on constant evaluation. Hardly any call center manager performs this, to be very frank. But if you are desperate about growing team productivity, you must take this into account seriously.

Conduct more calibration sessions to keep everyone on board. You can do this once a week or twice to be more effective. Evaluating interactions between agents and customers is much needed to analyze the call center performance. You can easily do this by introducing call center quality assurance software.

4. Generate regular feedback: Feedback and ratings add a magic vibe to the entire process. It can turn up the table upside down just by adding a few sentences (positive or negative). Generating regular feedback from peers as well as customers is the best way to recognize the best-performing employees and appreciate them for the job. In a call center field, recognition and rewards play a vital role. Don't forget! Here you can simply use performance appraisal software to determine the top performances and make necessary improvements.

5. Examine KPIs: How to analyze call center performance? Obviously, the key performance indicators (KPIs) help the managers figure out the areas that require special attention. Examining the KPIs gives a clear insight into the business performance.

Some important key indicators are call abandonment rate, first call resolution rate, the average time to answer, transfer time, call hold time, call handle time percentage of calls blocked, and so on. Check out these metrics to identify the areas where you are going wrong.

6. Prioritize QA scheduling: When you are talking about QA scheduling, you need to come across two specific programs. One, developing a QA schedule for evaluations, calibrations, etc. Another one is monitoring that the agents adhere to the assigned schedules. Schedule adherence represents the number of days the agents are available to take calls. With proper QA software, you can easily work on these two modules without any stress.

Summing up

Have you started implementing the above-mentioned QA practices in your business? If not yet, start working on them now. Plan out your QA strategy with the best practices and drive in high success rate for business.

Look for the best call center quality assurance software provider and opt for this tool to optimize your call center process. It is not just essential; it is mandatory to establish sustainable growth in business.