Call center quality assurance (QA) refers to the processes involved in making sure a brand’s call center work at peak efficiency at all times. Common tasks include:

• Monitoring call center operations, including customer interactions
• Collecting data to identify positive and negative trends
• Making suggestions for capitalizing on positive trends and altering negative ones
• Testing new techniques or technologies to make sure they will work properly when put into action
• Informing how and when you should retrain customer service agents to refine their messaging or conversational approach

By performing these tasks (or contracting with a vendor like OutPLEX that can perform them for you), your brand can:

• Identify and respond to reasons for customer dissatisfaction in a timely manner
• Prevent technological breakdowns or ineffective communication between customers and call center agents
• Reduce costs by spotting and fixing problems early on, before they become too troublesome

Quality assurance processes increase customer retention and satisfaction rates, improving call center efficiency.

Quality assurance tasks are best handled by qualified quality assurance personnel. Developments in automation and artificial intelligence (AI) have made it easier than ever for QA personnel to do their jobs. For example, OutPLEX employs many technological solutions to improve call center quality, including:

• Associate assist: This automated tool provides customer profiles call center agents, records calls, and collects call center interaction data you can use to improve the overall experience.
• Automated surveys: You can ask the customer directly about the quality of their experience by inviting them to take a short survey after the interaction is complete.
• Digital channels: Thanks to text messaging, email, and other forms of digital communication, our QA team can easily stay in touch and keep each other informed of new tasks and developments.

Call center QA is one of many back-end services that can enhance the quality and cost-effectiveness of your call center.

Omnichannel vendors like OutPLEX often provide back-end services in addition to more visible services, like call center services and digital messaging. Brands like yours can focus on your core business and leave the day-to-day tasks of running a call center, including quality assurance, to the vendor.

OutPLEX offers call center quality assurance services and much more. Call 1.866.531.5773 or visit us online for a free quote.