Customers want to know they’re getting quality products; companies want to know they’re delivering quality service.
But how do you measure more subjective qualities, like customer interactions?
More importantly, how do you make sure every customer experiences the same standard of service from every employee every time?
This is where call center quality assurance comes in. By implementing regular quality assurance audits of agent calls, you can ensure a consistent level of service from every agent on every call – even across multiple call centers! When paired with your normal employee evaluations, QA audits are a resource you can’t afford to do without.
That's why we at Process Street have created this call center quality assurance form checklist template.
Based on advice from DMG Consulting, a leading agency in contact center research, this template will show you some of the interactions you’ll want to monitor, as well as different systems for evaluating, scoring, and communicating these results to the rest of your team.
Use this checklist in tandem with their Contact Center QA Guide to have a 5-star quality assurance program in no time!
Ready to dive in?