Ensure the quality of live and recorded calls with Lumiform’s free call center quality assurance checklist. Provide valuable feedback and adhere to call center best practices with 6 useful tips for QA.
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A call center quality assurance form is an assessment tool that Quality Assurance (QA) analysts use to evaluate an agent’s adherence to the service standards. It gives them insight into how agents handle customer calls based on the set guidelines.
The criteria vary from department to department, but the most common are:
Call monitoring forms are instrumental to improving employee performances and the call center quality assurance process. Through them, management will be able to identify training needs, how to reduce costs, and how to improve the customer service experience.
QA metrics are the data used to measure performance. These benchmarks vary by industry. For example, the metrics for a tech company can measure average costs and production cycles while a construction company tracks materials costs and product failures.
Before you can improve your QA metrics, identify the goal or purpose of your QA program. What do you want to improve — performance management, customer satisfaction?
Once your objectives are clear, establish the metrics that will help you reach that goal. Create call monitoring forms that will boost your quality assurance program.
Some of the important QA metrics are:
It is a customer-centric metric that tracks whether agents resolved the customer problems on the first call or if a follow-up is necessary. Failing to resolve an issue the first time results in customer callbacks and agent backlogs.
On the other hand, a customer who gets an answer during the first call will most likely become a repeat customer. Furthermore, first-call resolution fosters trust and customer loyalty.
This metric focuses on the average time it takes an agent to answer an incoming call.
There is nothing more frustrating to a customer than to wait for minutes on end and listen to a recorded message. If you cannot answer fast enough, you’ll have more disgruntled customers waiting for you.
The customer satisfaction score (CSAT) measures the customer’s degree of satisfaction with his contact center interaction.
Again, this is a customer-centric metric that tracks the average time of a successfully completed transaction. However, the goal is not a low average handling time. It should go hand in hand with high customer satisfaction.
The net promoter score (NPS) gauges customer loyalty and customer relationships. For example, how likely will a customer recommend you to a friend?
The customer effort score (CES) is an important metric because it tracks the effort a customer exerts during the interaction. The goal here is to reduce customer effort as you work to resolve their problem.
For example, a customer takes the time out of their day to speak to an agent because of deficiencies in call routing. If you want to improve your CES, you have to reduce their waiting time.
Meanwhile, an agent who causes customers to exert more effort should be tracked and retrained.
Best practices ensure that your QA process and call monitoring forms work effectively. Here are a few of the best practices:
Most QA processes fail because many perceive it to be just another process. But having a dedicated QA professional onboard sends a message that continuous improvement is an essential part of the process.
Giving your colleagues a predetermined set of rules and procedures might make the job expectations unclear. But if you involve them in the creation process, they will take ownership of your QA program.
People have different perceptions of the same thing. The same goes with your evaluators — they might have different interpretations of the items on your call center quality assurance form. It can result in the agents thinking they aren’t being treated fairly. To avoid this, schedule sessions that will clarify and iron out differences and inconsistencies.
Data from your call center quality monitoring form provides valuable insight. However, they are often presented negatively because they highlight agent mistakes and errors. Turn the practice around by focusing on their achievements and providing coaching in areas that need improvement.
Gold standard interactions can become examples to highlight successful techniques. You can use it to train new recruits, improve agent skills, and encourage others to become better.
Successful companies, regardless of their product or service, focus on quality. Promoting quality also means investing in the right quality assurance resources to consistently deliver high-level results. For quality assurance checklists, means saying goodbye to pen and paper and investing in a digital solution.
By using Lumiform as a versatile mobile app and desktop software for inspections and audits, your organization can achieve and maintain the quality of its products and services by taking advantage of the following features: