CallCopy Contact Center QA Guide: Building a World-Class Quality Assurance Program
By Donna Fluss
Contact center quality assurance (QA) is an ongoing business activity that provides valuable insights into agent, customer and contact center service delivery performance and opportunities. The primary goal of any QA program is to verify and ensure that a company’s contact center services are being performed in a manner that meets or exceeds internal requirements and customer expectations. At a fundamental level, QA programs measure how well agents comply with internal policies and procedures and interact with customers in phone, email and chat sessions. The more advanced QA programs go well beyond these basics. They combine the results of customer satisfaction surveys with internal measurements to provide a 360‐degree view of the customer experience. Well‐designed and effective QA programs demonstrate a company’s commitment to its customers and agents, and are essential for building world‐class contact centers. This Guide is a “cookbook” for building a strong, effective and well‐received QA program. It is ideal for managers and supervisors in contact centers of any size who are either building their first quality assurance program or want to enhance an existing program.