Tag Archives: voice analytics

Finding Call Center Quality Assurance Solutions

Business and Management, , ,

If you’re looking for a quality assurance solution for your call center, you’ll want to consider hiring a call center QA firm. Here are some things to keep in mind before making this decision.

1. Size Matters. 

The first thing to consider is the size of the QA firm. If you have a small call center with only a handful of employees, hiring a smaller QA firm may be best suited for you. On the other hand, if your call center has dozens or even hundreds of employees, hiring a larger QA firm might be more appropriate by clicking over here.

2. Experience Matters. 

Another factor to consider is the experience of the QA firm. If they’ve been working in the call center quality assurance field for a long time, their experience will likely be top-notch. On the other hand, if the QA firm is new to the field, they may not have as much expertise and may need help from your team to get up to speed on your specific needs.

3. Pricing Matters. 

Finally, one of the most important factors to consider when choosing a QA firm is their pricing structure. There are a number of different quality assurance firms out there, and they all have different prices. Some firms charge more per hour than others. It’s a good idea to consider the following before you choose your QA firm:

How to Improve Service Quality in a Call Center

Business and Management, ,

Firms understand the criticality of integrating detailed Service Quality Improvement systems in order to assure the highest possible satisfaction of their company's greatest asset, the customers.

You can also check the quality assurance call center at callcriteria.com/6-roles-of-quality-analysts-for-call-centers-explained/ online.

Image Source: Google

"Company X", although seemingly successful, did not have in place the most basic of Service Quality Improvement systems that are necessary in today's blogging, blasting, tweeting, Google enabled hi-tech world. We have to get this right or our public image could be destroyed.

Many companies offer constructive suggestions of things they could quickly do to improve customer service and make course corrections well before striking the proverbial iceberg. Here were my suggestions to them:

Implement a real-time survey system on every call or chat.

a. Software and service providers have "out of the box" solutions that work very well, cost very little, and are executable within hours or days.

b. A simple sliding scale scoring system of 1-5 is best (1 = Horrible and 5 = Perfect). Add a notes section after the survey if on chat or a voice message if on the phone.

c. Some companies feel that constant surveying is fatiguing to the customers. Not so. They can choose not to participate by simply clicking a button or hanging up at the end of the call.

d. Do not ask your customers to "opt-in" to a survey before the call begins. Your "normal" customers will always say "no". If they opt out before the call begins and then they do have a negative experience, you won't hear about it until it's too late.