What Quality Assurance Methods Do Call Centers Commonly Use?

OABPO Blog Team Published on July 18, 2014 Last updated on December 22, 2022

Contact centers in the Philippines use quality assurance (QA) methods to ensure that the services they deliver are of top-caliber.

The methods can vary from firm to firm, and each company may develop a QA strategy that’s unique to their clients, business model, or approach.

There are, however, time-tested methods that any call center can implement or modify to accurately gauge their efficiency level.

  1. Customer Surveys

    businessman on the phone talking to customer service using laptop to answer survey
    Whether conducted by agents themselves or done through an interactive voice response (IVR) system after the call, asking customers about their experience with a company representative is one of the most effective QA methods. After all, customer feedback is the most accurate quality measure because it comes directly from the recipient of the service.

  2. Scripting

    customer support agent in call center reading quality assurance scripting
    Although scripts are blamed by some as the cause of rigid, unnatural-sounding conversations, scripting can make transactions seamless if done right. Instead of mandating agents to strictly follow a set of pre-produced lines, it’s better to give them access to answers to usual questions, solutions to offer, or cheat sheets so that they can be guided and stick to the ideal call flow.

  3. Performance dashboards

    customer care agent sppeaking to caller looking at laptop
    Dashboards serve as a feed that provides real-time standings of every agent’s performance, particularly in the areas that can directly define the call center’s overall efficiency. There, teams can track if metrics such as average handle time, first-call resolution, and average answer time are met or kept at healthy rates.

  4. Call recording

    team leader listening to customer service call center calls for quality assurance
    Recording calls enable leaders to analyze what representatives have actually said on the phone with customers. By listening to how members handle transactions, either live or after the call, supervisors could take note of weaknesses that they can work on in future coaching or training sessions. Call monitoring and recording can also help agents familiarize with types of calls and customers that they may encounter. This is most effective if used to identify the training needs of individual employees instead of the team as a whole.

It’s important for call centers to have QA methods that accurately evaluate the performance level of employees and the functionality of the equipment they use. You should look at how your prospective outsourcing partner ensures service quality because this can determine whether they can maintain consistency or only show promise at the start of the project.

Get in touch with Open Access BPO today to learn more about our tried-and-tested QA methods that help businesses improve their customer experience and retention when they outsource to us.

 

Read More

Join us on facebook
Open Access BPO 8 hours ago
๐—™๐—ผ๐—ฟ๐—ฒ๐—ฐ๐—ฎ๐˜€๐˜๐—ถ๐—ป๐—ด ๐—ฎ๐—ฐ๐—ฐ๐˜‚๐—ฟ๐—ฎ๐—ฐ๐˜† is a valuable metric for gauging potential challenges your #CustomerSupport team will encounter.

By leveraging this metric, you can effectively manage your team and allocate workload to optimize operational efficiency.

Read: https://buff.ly/3YTDeyl

----------
For ops management strategies that ensure high #productivity for optimal 24/7 coverage: https://buff.ly/4flOvO4

#WeSpeakYourLanguage
#CustomerExperience #CustomerService
Open Access BPO 10 hours ago
Located between Hong Kong and Mainland China, ๐—ง๐—ฎ๐—ถ๐˜„๐—ฎ๐—ป is a strategic location for businesses wanting to reach large Asian markets. Global economic surveys regularly recognize Taipei's investment-friendly business landscape.

Build your brand's East Asian presence with our diverse and highly qualified team of native ๐‘ด๐’‚๐’๐’…๐’‚๐’“๐’Š๐’, ๐‘ช๐’‚๐’๐’•๐’๐’๐’†๐’”๐’†, ๐‘ฑ๐’‚๐’‘๐’‚๐’๐’†๐’”๐’†, ๐’‚๐’๐’… ๐‘ฒ๐’๐’“๐’†๐’‚๐’-speaking professionals.

๐—˜๐˜€๐˜๐—ฎ๐—ฏ๐—น๐—ถ๐˜€๐—ต ๐—ฎ ๐˜€๐˜๐—ฟ๐—ผ๐—ป๐—ด ๐—ฏ๐—ฟ๐—ฎ๐—ป๐—ฑ ๐—ฝ๐—ฟ๐—ฒ๐˜€๐—ฒ๐—ป๐—ฐ๐—ฒ ๐—ถ๐—ป ๐—˜๐—ฎ๐˜€๐˜ ๐—”๐˜€๐—ถ๐—ฎ ๐˜๐—ต๐—ฟ๐—ผ๐˜‚๐—ด๐—ต ๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข ๐—ง๐—ฎ๐—ถ๐—ฝ๐—ฒ๐—ถ: https://buff.ly/3Yw0wcm

----------
๐—˜๐˜…๐—ฝ๐—น๐—ผ๐—ฟ๐—ฒ ๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข
โ€ข Our Solutions: https://buff.ly/3YS79Hb
โ€ข Our Other Locations: https://buff.ly/3YAQoir

#WeSpeakYourLanguage
Open Access BPO 12 hours ago
Thinking about building a stronger #CallCenter team?
Cultural #diversity can be your secret weapon! It fosters better customer understanding, improves communication, and boosts innovation.

Learn about the key benefits in our latest blog:
https://buff.ly/4fCYEp0

----------
Want a high-value #CustomerExperience for your diverse audience?

Let our multicultural teams help your brand break into international markets without worries.
Contact us today: https://buff.ly/4fCYIVM

#WeSpeakYourLanguage
#CX #diversity #inclusion
Open Access BPO Yesterday
Having a hard time finding the right talents for your #CustomerService team?
You may need to tweak your #recruitment strategies.

Try out these creative recruitment strategies to attract qualified candidates: https://buff.ly/3O1c1DD

----------
Or you can outsource to Open Access BPO and we'll do the recruitment and training for you.

Send us a message today to set up your own team of #CX specialists: https://buff.ly/3Aiv2yv

#WeSpeakYourLanguage
#outsourcing #CSat
#CustomerExperience
Open Access BPO 3 days ago
Content Moderation work requires specific skills, qualifications, and attributes from its moderators. These qualities ensure a safe and positive online environment for users.

So, if you're #outsourcing this service, your prospective #outsourcing partners' employees must have:
โ€ข discernment of good from bad;
โ€ข a sharp eye;
โ€ข a trained mind;
โ€ข a tough stomach; and
โ€ข these other traits: https://buff.ly/3YvM7wR

----------
Outsource content moderation only to an expert #BPO with an expert team of moderators: https://buff.ly/40Cg01j

#WeSpeakYourLanguage
#outsourcing #ContentModeration #BPO
#KPO #BackOfficeOutsourcing
Open Access BPO 3 days ago
Outsourcing call centers can significantly boost efficiency and cut costs for global brands. However, itโ€™s crucial to be aware of potential pitfalls.

Donโ€™t let outsourcing disasters derail your business.
Read our list of red flags to avoid and ensure a smooth transition: https://buff.ly/3NT6OxK

----------
Partner with a truly capable call center to prevent outsourcing nightmares.
Open Access BPO has been the trusted outsourcing service provider of some of the biggest global brands for decades.

We've got your back. Contact us today: https://buff.ly/3NTy4MH

#WeSpeakYourLanguage
#CustomerService #CustomerExperience