{"id":6894,"date":"2020-12-27T22:21:38","date_gmt":"2020-12-28T03:21:38","guid":{"rendered":"https:\/\/ansafone.com\/?p=6894"},"modified":"2020-12-27T22:21:38","modified_gmt":"2020-12-28T03:21:38","slug":"the-role-of-quality-assurance","status":"publish","type":"post","link":"https:\/\/ansafone.com\/the-role-of-quality-assurance\/","title":{"rendered":"The Role of Quality Assurance"},"content":{"rendered":"

Many companies rely on call centers to help field inbound calls and execute the right outbound strategy that is both friendly and helpful while handling all customer communication for the company.\u00a0<\/span><\/p>\n

This task is a tall order for any call center. Being able to provide excellent customer service while being the face of a business can be challenging.\u00a0 To ensure that call center agents act professionally and provide the best possible service to each customer, call center quality assurance has been added to the radar for most companies.\u00a0<\/span><\/p>\n

At Ansafone, we embrace quality control as a tool to ensure we provide our customers with the best possible customer service.\u00a0<\/span><\/p>\n

What is Call Center Quality Assurance?<\/span><\/h2>\n

Quality assurance call monitoring is an essential factor for each call center. Managers and specialists in the call center need to spend time tracking operations to ensure that each customer who either calls or receives a call gets a positive experience each time. The quality department must help keep costs low by finding how to make their agents more efficient at their jobs.\u00a0<\/span><\/p>\n

Many customers will run away when they receive poor service from a call center. No manager wants to give up on quality assurance and find out that their agents have chased many customers away from a business. Quality assurance can help make sure that does not happen.\u00a0<\/span><\/p>\n

What is Involved in Quality Monitoring?<\/span><\/h2>\n

Several steps come with monitoring quality assurance in any call center. It isn\u2019t just about listening to a few conversations here and there to find problems. It is more about consistently focusing on customer satisfaction to provide the best to the customers. It is also about refocusing and training agents to give them the right skills to deliver exceptional service to your customers. Some of the ways that managers can make all of this happen includes:<\/span><\/p>\n

Monitor Calls<\/span><\/h3>\n

The first and most obvious step is to monitor calls. This call monitoring is one of the best ways for managers to see what their agents are doing and see any problems. Take some time to listen in on calls in person as they happen and some recorded calls.\u00a0<\/span><\/p>\n

This type of auditing can tell you different information. Some agents may purposely perform better when they know you are listening in, and you can catch problems on recorded calls that you would miss in person. The same is true the other way; some employees may get nervous, and listening to some calls when they are not under pressure can help you see how they truly perform.\u00a0<\/span><\/p>\n

Make Sure Agents Meet Compliance Rules<\/span><\/h3>\n

There are many specific rules call centers need to follow to protect their customers. The FTC also has several criteria that you must make sure your agents adhere to, including:<\/span><\/p>\n