What is Call Center Quality Assurance?
Call Center Quality Assurance (or Contact Center Quality Assurance) is a quality monitoring process designed to keep customers’ interactions and business goals aligned for continuous improvement.
TTEC’s QA specialists use a combination of data collection, call scoring, evaluation forms, and coaching sessions to design and execute a quality assurance process to improve call center agents’ performance and ensure each customer interaction – in channels like voice, social media, and live chat – exceeds brand goals.
Specifically, our QA teams use customer service speech analytics to determine call center quality by listening to interactions, analyzing trends, measuring quality of service, and identifying key performance areas of improvement, resulting in the highest quality customer experience. We also use real-time monitoring for additional quality management support.
Additional Call Center Quality Assurance Resources
- Why and How to Outsource Your Contact Center Operations: Learn the pros and cons of the different types of customer service and sales outsourcing options available to today’s brands – and how doing so can ensure call center quality assurance.
- Customer Don’t Care about Your Quality Assurance Checklists: Call center quality assurance checklists don’t always align with what customers want, which is personalized customer service, quick resolution, and knowledgeable associates.
- Get Smarter about Contact Center Quality Assurance Insights: Tips and ideas for getting the most out of your quality assurance process to deliver continuous improvement.
- Expert Associates Pave a Path to Better Results: Find out how TTEC helped an automotive manufacturer boost quality assurance by 83% – in just one month!