How Call Center Quality Assurance Benefits both Customers and Clients

Providing quality customer care has become a top priority for many companies. Among the leading businesses that take an active role in maintaining high levels of customer care are those that provide call center services. Some people might ask the question of why do call centers need QA. The answer is often not just to provide customers with higher levels of call quality, but to also maintain protocols set forth by the clients they work for. A call center employs representatives who become the main source of contact between a company and their customers. For this reason it is extremely important to make sure the representative maintains the protocols set in place by the client they are representing to ensure all customers have a positive call experience.


Call Monitoring

There are a number of computer programs designed to help companies such as call centers, maintain higher levels of call center quality assurance. These programs could include the ability to track call flow, maintain information and record. One of the staples of any call center is call monitoring. This allows the individuals who are in management to hear exactly what the call center’s representatives are saying to their customers. Anyone who has ever called into this type of center has heard a recorded message stating their call could be recorded and monitored for quality assurance purposes. Call monitoring generally uses a guideline, which allows the superior listening to the call to pinpoint areas in the call that are good as well as areas that could be improved upon.


Customer Retention

People who ask the question of why do call centers need QA, might think it is for the benefit of the agency that provides the call center service. Although this is true, quality assurance actually benefits the agency, the clients and the customers who call in. Every company represented by a call center wants to maintain a good relationship with their customers. Customer retention is achieved through the manner in which a customer is treated over the phone. Call center representatives are provided with guidelines to help them deal with the various types of calls that could come in. These guidelines include showing empathy to people who are upset or frustrated about some aspect of their interaction with the client the agency is representing. A focus is also placed on showing kindness and courtesy to every customer who calls in.


Client Policies

Call center quality assurance is designed to benefit the client in ways other than customer retention. The type of calls received at a center could pertain to purchased goods or services that did not meet the expectations of the customer. To prevent going broke by issued refunds, call center representatives are given a comprehensive list of policies set by the client, which they must adhere to. The process of call monitoring for quality assurance not only allows the supervisor to hear the tone a representative had with a customer, it also allows them to hear the protocols the representative used in dealing with the issue at hand.