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Best Ways To Improve Call Center Quality Assurance

Published: Sep 6, 2018

A customer’s interaction with a call center agent may be their only personal interaction with your company. So, making a great impression should be a priority for all businesses if you expect to retain customers.

By establishing a regular call center quality assurance strategy you can maintain call quality and make sure you have returning customers.

And your quality assurance strategy should help you achieve set goals, deliver excellent customer experience, and improve brand loyalty.

Here are 6 call center quality assurance tips to ensure your every call is a success.

Decide what “Good” means

Before you put forth a quality-monitoring strategy, you need to have a clear idea of what you want, i.e., final outcome. So, evaluate which area of your call center needs improvement and work on that.

Take a moment to think about the standard you’re hoping to reach and what you should start, stop and continue doing to ensure goals are being consistently met. By defining what “good” means to you, you can come with a firm strategy for your call center quality assurance.

Keep a check on call quality with a game

By having a regular call quality monitoring process in place, it is easy to stop bad habits being picked up by agents.

To get your agents or team thinking about call quality, propose a game. Take two wooden paddles, one green in color with a smiley face and the other being red with an unhappy face. Instruct your team to hold up either one of the paddles at the end of the call. The paddle will work as a litmus for individual agents to think if they met with set expectations or not.

The game makes taking calls fun and builds a conversation on what you expect out of every call. It also acts as a small motivation for agents to improve call quality, evaluate themselves, and maintain business standards.

Share the evaluation criteria

Your agents mustn’t wonder about how they are being evaluated during a call. The set standards of assessment must be transparent and shared with the entire team; an agent who knows what their goals are will make a bigger effort to meet them.

Give your agents a second evaluation if they feel they haven’t performed to the best of their abilities. This will act as a motivation factor for agents to work hard and strive to achieve the company standards.

Your evaluation process should be more than just a pat on the back. It should be designed to lead to a process of coaching and improvement.

Let agents do their own scoring

Allowing your agents to score their calls is an easy way to encourage self-evaluation. Thus, making them analyze their own performance and adjust their habits. Such self-assessment should be encouraged, as it allows agents to improve without supervision and while freeing up managers to address other issues.

Create call quality scores through gamification. What you can do is use a scoreboard or create a portal that an agent can log into and track their points, look at team points, and compare with their peer group. To encourage competition, allow redemption of points for prizes. You can do this at a monthly interval and give the best performing agent a prize as recognition for their work and effort.

Gamification will motivate agents by creating healthy competition amongst each other and create a sense of responsibility.

Hold regular coaching sessions

Monitoring agent behavior and performance is not enough. Take it a step further and establish team leadership and agent coaching sessions and hold group sessions and one-on-one sessions. During the session, use metrics and situations to explain why the call didn’t work out and what they can do to improve.

These sessions are a good opportunity to teach new tactics, instill new skills, and reinforce quality standards for your call center. Group sessions also encourage participation and is a wonderful way to get agents to share their successes. This way, they can learn and share best practices. Also, highlight the best calls and best problem-solving methods. And remember to make quality assurance regular and timely.

Feedback should be given regularly

Integrate regular feedback as an extension of your coaching efforts. As you’re already monitoring work, why not go the extra mile and provide positive feedback when you see the right outcome? Also, when you find something that doesn’t work, you can address the issue on spot. This shows agents that you are vested in their overall improvement and prevents bad habits from being established.

Also, check out these tips to boost call center communication skills!

Managing a call center is an ongoing process and it can be quite challenging to upgrade quality assurance. But if you follow the aforementioned adjustments to employee engagement and allow for regular feedback, you’ll see a remarkable improvement in your call center quality assurance initiatives.


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