Every call center has a quality assurance program to make sure that calls are monitored and the management knows about the performance of employees.
Most of the call centers do not make use of such programs and it results in low quality of services being offered to customers. There is a need to implement quality assurance programs properly so that quality can be maintained.
There are certain steps that need to be followed in order to make sure that quality assurance programs implemented are working properly and effectively. You can also get more information about speech analytics at callcriteria.com/speech-analytics-and-voice-analytics-the-truth/.
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The foremost requirement to make a quality assurance program effective is making the call center equipped with call monitoring equipment. The calls need to be monitored so that the quality can be improved.
This will help the administration or staff to know about loopholes in the call management and make necessary changes. Groups can be formed to monitor their performance. The group as a whole can be monitored.
The individual performances too will be analyzed. Make sure you take a sample that has a substantial number of people so that the performance can be judged in the best possible manner.
The management will have to develop a quality program that will include the work to be done by associates on their respective computers and on phones.
After doing this, the employees will know their responsibilities and targets and will make efforts to achieve them. Giving them incentives and rewards for targets is also a good idea to make sure that they deliver quality services.