A Brief on Call Center Quality Assurance Framework

Call centers are essential for client retention since they impact consumers’ perceptions of your company as a whole. In fact, 93% of customers are more inclined to return to businesses that provide top-notch customer service. Quality assurance (QA) is, therefore, a need if you want to retain devoted clients. This is where establishing a framework for call center quality assurance comes into play.

How can you gauge something as complicated as QA? You would most likely pick up a ruler, tape measure, or another measuring device if someone asked you to measure your couch so they could get an accurate measurement. Because you were equipped with the necessary equipment and information, you were able to gather the data.

In a call center, quality assurance is similarly only possible to measure with the proper equipment and training. This is why it’s crucial to implement your QA framework and continually review it.

What is a call center quality assurance framework?

You can control and evaluate the quality of your services using a call center quality assurance framework that contains metrics and a set of success criteria. The framework directs how you should monitor quality in your call center and how you should evaluate the outcomes.

Your key performance indicators are easier to define with the aid of a QA framework (KPIs). The framework helps you define your goals and show you how to achieve them strategically. Consider the framework a road map that will assist you in understanding where your call center is going and how to get there.

Having the appropriate quality assurance framework in place gives every member of your customer service team a chance to succeed. They can continuously strive for improvement because they are aware of the rules and criteria by which they will be evaluated.

When creating a quality assurance framework, consider the following inquiries:

• What must information be measured?
• How can you eavesdrop on your agents’ conversations?
• How should communications be assessed?
• How many be customer interactions between representatives graded?
• After the data has been collected, how will you examine it?
• How should you apply your analysis to make improvements?

What three categories of quality assurance frameworks are there?

Operational, tactical, and strategic quality assurance frameworks are the different sorts. As your organization ages and develops, you can modify and create new frameworks. It would help if you first determined where your customer service team is right now in order to determine how to advance.

What you should know about these three categories of frameworks is as follows:

Operational quality assurance framework in call centers

Virtually all call centers begin with an operational QA framework. The fundamental procedures and workflows at the center of your call center are supported by this kind of architecture. Consider doing this as laying the foundation for your team’s everyday operations.

A practical, customer-focused QA plan may be created with the aid of a framework that incorporates the following:

• Measuring QA every day
• QA data used to find poor performance
• Setting call center agents’ monthly score quotas
• Completing monthly assessments

A QA framework must begin somewhere, but this one could be better because it’s challenging to translate metrics from the data you’re gathering into valuable insights.

Operational framework-based call centers might need more time or resources to analyze the data they gather for improvement adequately. As a result, there are many missed possibilities for growth and less significant QA. A tactical QA framework can aid in providing more significant consumer insights as a call center develops.

Tactical quality assurance framework in contact centers

The QA framework needs to change along with the call center’s growth and development. Adopt a tactical QA framework to go beyond daily customer service goals and define individualized, medium-term targets.

This kind of structure is more adaptable and enables you to change your QA procedures in response to the information you collect.

The following is a tactical call center QA framework:

• Determining the reason for low KPIs
• Identifying the processes and workflows that require a change
• Increasing client loyalty
• Reducing agent turnover by spending time and money on training
• Identifying performance trends over time by analyzing data

Instead of just offering continuous customer service, gathering this kind of information will assist you in offering a higher quality of service. Although a tactical framework will provide you with more knowledge than an operational framework, a strategic QA framework should be your ultimate goal.

Framework for strategic quality assurance in contact centers

You must organize your call center so that you can evaluate, interpret, and share data about the strategic goals and objectives of your company in order to put up a strategic QA framework.

A strategic QA framework includes, among other things:

• Long-term improvement in client loyalty
• Investigating how customer service affects sales to boost revenue
• Increasing your net promoter score (NPS) through comprehending the Connections between QA, customer service, and consumer sentiment

In a strategic QA framework, actionable behaviors are prioritized over raw scores when it comes to quality assurance. With the help of this kind of framework, management and agents may respect and understand one another as they co-evolve. Before implementing this framework, your call center must first comprehend and master operational and tactical QA frameworks.