A preventive methodology that will improve the customer experience
As we have mentioned in other posts, providing a high quality customer experience (CX) has become a priority for organizations in today’s competitive business world. Contact centers play a crucial role in this regard, since, as their name suggests, they are the direct point of contact with customers.
To ensure such a high level of CX, many companies implement a QA (Quality Assurance) process in their operations. A global survey conducted by McKinsey shows that those who do not do that, are exposed to employees spending a great deal of time performing non-value-added tasks.
In this blog post, we will explore in detail what Quality Assurance is in call centers and why it is critical to the success of companies that provide services such as CallFasst.
What is the Quality Assurance process in contact centers?
QA is a methodology used to measure and evaluate the quality of interactions between agents and customers. It consists of a set of activities designed to monitor, measure and improve agent performance but, of course, CX and customer satisfaction. This process focuses on aspects such as the accuracy of the information provided, tone of voice, problem solving, empathy and compliance with established quality standards.
Differences between quality control (QC) and quality assurance (QA)
Before continuing with the importance of QA, it should be remembered that it is not the same as quality control. While both are responsible for ensuring that the service is optimal, QC is responsible for detecting errors or elements to be corrected within the contact center operation, while quality assurance is performed before to plan actions and prevent errors. In other words. Call center QA is proactive and methodologically oriented, while QC is reactive and focused on customer service.
Importance of QA in contact centers:
- Improving customer satisfaction: By regularly monitoring and evaluating interactions with users, QA allows you to identify areas for improvement and provide a more efficient and personalized service. This helps build strong and lasting relationships.
- Optimizing operational efficiency: QA helps to identify process inefficiencies and implement improvements. By ensuring that agents are well trained and follow proper protocols, a smoother workflow is achieved.
- Reducing errors and corrective actions: QA helps to detect recurring faults and problems. This allows corrective and preventive actions to be implemented to minimize errors and rework because something was wrong, which in turn improves efficiency and productivity.
- Consistent quality standards: This methodology establishes clear and measurable quality parameters and standards for customer interactions. This ensures that all agents follow best practices and deliver optimal CX in all interactions.
- Continuous improvement: By analyzing evaluation results and sharing constructive feedback with agents, learning and professional growth is encouraged, resulting in constant improvement of service quality.
The Quality Assurance (QA) process is essential for contact centers that want to improve the customer experience (CX). Already in 2018, a Statista survey showed that 39% of global customer care leaders had implemented such a system that allows organizations to differentiate themselves and stand out in a highly competitive market.