What gets measured gets managed. Our quality assurance standards evaluate the customer service details that matter.
Precise QA Standards | Deliverables:
|A Quality & Standards Workbook with examples and tested criteria.||Clear methods for getting more value from frontline staff.||Customer service branding for a more engaging customer experience.|
Precise QA Standards | Advantages:
- You'll reduce scoring variability and improve customer service evaluation consistency because our Quality & Standards Workbook provides numerous examples and is extremely specific.
- You'll increase scoring accuracy because we weight and define customer service evaluation criteria based on multiple cues and varying customer objectives. For example, what's important for a proactive, informed customer might not matter for a shy, knowledgeable customer. A trouble-shooting call is fundamentally different from a pre-sales call. Our customer service quality assurance takes all of these facts into account.
Whether your customer service platform is chat, call, in-person, email or all of the above, nailing the right customer service quality assurance standards is a must. While quality assurance rarely captures executive attention, it sets the stage for an excellent customer experience. As Peter Drucker aptly quipped, "what gets measured gets managed."
OUR QUALITY ASSURANCE PROCESS
Customer Service Quality Assurance can either be a project that sets up for a Customer Service Monitoring program or it can be a standalone assignment.
To get your Quality Assurance project underway, we'll start by discussing your goals for improving the customer experience: customer loyalty, branding, etc. From there, we will study 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, etc.), we'll provide you with vetted, stringent standards. Also, when pertinent to your goals, we will include standards for how to brand customer service.
Once we have a Quality & Standards Workbook in place, we'll use it for Customer Service Monitoring and your customer service evaluation teams can use it too.
For free, find out more with a customer service Mini Evaluation.
What we call customer service quality assurance you might call: quality control, quality monitoring, call center criteria, setting benchmarks, third party quality verification, reverse call centers, setting customer service standards, testing service level agreements, compliance verification, vendor management, customer service evaluation.
customer experiences scored & fixed |
Talk with an expert: 206-428-3091, ext 3
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