Contact Center Quality Assurance

As customers become more educated and informed, it’s becoming increasingly important to monitor and measure quality assurance in relation to the customer experience. Listening to the way the customer is greeted and parted with; finding out how the agent responds to the customer’s needs; and preventing duplicate records are three ways to oversee quality assurance.

1. Greeting the Customer and Closing the Conversation

The way the agent answers a customer call, e-mail, text message or social media message will set the precedent for the remainder of the customer experience. Standard, friendly greetings, such as, “Thank you for calling Company X!” or “Hello, this is John Smith, thank you for calling Company X! How can I help you today?” are simple phrases for greeting customers and starting off on the right foot. The closing has to be done right, too. The way the agent says goodbye plays a big role in how the customer will remember the experience. Asking particular closing questions and adhering to a friendly sign-off are important factors of the closing.

2. Measuring Customer Need vs. Agent Response

Often, inbound customer inquiries are for buying, upgrading, troubleshooting or canceling a product or service. It’s important to monitor how agents handle these inquiries in order to get insight into the quality of the conversation. Do the agents know the answers to the questions being asked? If not, do they know how to find the answers? Are they delivering the answers appropriately, such as by using the correct tones and offering clear explanations? By monitoring these quality issues, you can determine which ones need to be addressed.

3. Preventing Duplicate Records

When duplicate records are prevented, day-to-day contact center activity improves, and forecasting and analytics become more reliable. There are two main ways to prevent duplicate records with quality assurance software: during batch record import and when entering new leads.

Batch Record Import: When several new records are imported to the system at one time, duplicates will be identified and flagged before the duplicate is recorded. Administrators can decide which record to update. Eventually, once administrators are comfortable with the software, the system can match and merge duplicates automatically.

New Lead Duplicates: Quality assurance software can identify a duplicate when a contact representative is creating a new record. Advanced software is able to do this even when errors are made, such as misspelled words or data that was entered in the wrong fields.

Quality Assurance vs. Quality Control

There’s a difference between quality assurance and quality control. Quality assurance refers to a set of processes that ensure a quality result. Quality control refers to evaluating and testing the end result to check that quality specifications were met. Quality assurance goes beyond ensuring that the company’s processes and procedures are being adhered to. While you won’t ever be able to avoid quality control entirely, when quality assurance is successful, there’s often less need for quality control.

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