Are you looking to get more value from your call center customer service team? Start with call center quality assurance. While call center quality assurance rarely captures executive attention, the fact is, quality assurance sets the stage for everything else that follows. As Peter Drucker so aptly quipped, ‘what gets measured, gets managed.’

An Interaction Metrics QA Criteria & Definitions Workbook is superior to the usual generic call center quality assurance checklists. Here’s why:

• Scoring variability is dramatically reduced because our QA Criteria are extremely specific and rich with examples.
• Instead of a list where all interaction attributes have the same value, we weigh our criteria relative to those aspects of an interaction that matter most.
• Our criteria reflects different customer profiles because what's important for a rushed customer with a simple question might not matter for a shy customer who needs guidance, and vice versa.

To get a Quality Assurance Criteria project underway, we'll start by discussing your objectives for customer loyalty, branding, etc. From there, we will study your corporate materials, your current standards and a valid array of your actual interactions (chats, calls, etc.). For each type of customer inquiry and for each call center modality (call, email, chat), we will provide you with vetted, stringent standards. Also, when pertinent to your goals we will include standards for how to brand customer service.

Once the QA Criteria & Definitions Workbook is in place, it can be used by both our Customer Experience Analysts and your call center quality assurance teams; also, we can coach your team on how to use it and/or provide ongoing customer service evaluation.

Who Benefits from our Call Center Quality Assurance:

• Call Centers
• Customer Service Directors who oversee call centers
• Ops Directors establishing and negotiating service level agreements