By Jim Lyoob
Quality assurance involves maintaining a desired level of quality and it is crucial for your call center to be aware of the ways to do this. In order to optimize call center quality assurance, take advantage of these six strategies.
1. Focus on quality as a behavior
One strategy to utilize is to evaluate the quality of your agents during training. Keeping them informed about the call selection process and telling them how well they are doing will keep them more engaged with the calls and more willing to improve. QA evaluations also allow you to measure the performance of your agents.
2. Use analytics
Another strategy is to use analytics to your advantage to find higher value calls. A few examples of higher value calls include calls that were tagged by an agent, called that were placed multiple times, calls which involved transfers, calls that were extremely long or short and calls that were directed to specific numbers within a small time frame. When you are able to pinpoint high value calls, you can detect issues you’re having and correct them accordingly. Read the full article.