What exactly does quality assurance mean at a call center? It means being convinced or particular that your call center is attaining excellence. As a call center supervisor, quality assurance is the axis about which all of your call center operations must revolve. If happy customers and a productive office are the priorities, then topnotch quality assurance is essential. Listed below are some call center quality assurance guidelines for call center managers to make sure measurable excellence.
Start with the end in mind
There are several different techniques to quantify call center performance, not to mention human agent performance. The call center market is chock-full of acronyms for various metrics: KPI, AHT, FCR, to name only a couple.
Chasing down everything and anything which may be quantified will render you, your representatives, along with your QA staff adrift in a sea of data, rudderless and not able to browse this information in any meaningful way.
Before you decide what to step, you will need to know why you’re measuring.
What are the top goals for customer service?
What regions of call center operations are ripe for improvement?
Answering these questions early can allow you to concentrate your QA efforts, ensuring you’ve got some notion of where you need to wind up before you start.
Ensure your metrics are actionable
Nobody likes being told exactly what they are doing wrong without being able and leadership to enhance. call center quality assurance isn’t only about measuring and monitoring; it must also be on coaching and improvement.
If, for instance, average handling time (AHT) is a weakness on your call center, you as supervisor should work together with the QA staff to track this metric and create training modules or even systemic changes that target this specific place. Chief amongquality assurance guidelines for call centermanagers ought to be to guarantee actionable metrics.Data isn’t without actions.