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Glossary

Call Center Quality Assurance

TTEC | Glossary | Call Center Quality Assurance

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