Call center quality assurance or quality management, is a process whereby supervisors, managers and quality assurance specialists in a company evaluate and monitor how their agents handle customer services or transactions. This monitoring process can include many aspects. But in most cases, monitoring processes include synchronous review of calls made by customers and system screens, which are used to handle customer interactions. Where Call Quality Assurance is done on chat sessions or email, the monitoring process in this case will review the content of an agent’s response and servicing screens. Basically, quality assurance can be done in real-time whereby managers, supervisors or quality assurance specialists live monitor all calls made by customers.
To live monitor Call Center QA, managers, reviewers or supervisors can access customer calls through ACD (Automatic Call Distributor) technology. Alternatively, they can just sit next to call center agents and evaluate and watch the agents as they handle customer calls. Typically, quality assurance in a business environment is executed on recorded proceedings. There are actually several pros and cons to using recorded proceedings and live monitoring. In the process of live monitoring, quality assurance specialists can provide quick feedback to an agent. This is important because it becomes an effective opportunity for coaching an agent since the feedback is relayed in real-time.
On the other hand, executing Call QA through recorded proceedings allows organizations to properly schedule customer calls. The reviewer in this case will find this process more effective. It also allows quality assurance specialists to find customer interactions which require the attention of a higher authority, either because the interactions are really bad or really good, rather than wasting a lot of time on calls that satisfy the customers or the business only. The reviewer is also able to review the screens or interactions carefully, including the power to go back to the interactions and review portions of them with ease.
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