Contact Center QA Guide

Contact Center QA Guide: Building a World-Class Quality Assurance Program

95 pages of best practices, sample forms and tips for building and running a QA program

At the front line of many customer interactions, contact centers have an enormous impact on the overall client experience. As a result, organizational success is dependent on contact center performance. Establishing a successful QA program allows centers to ensure quality of service delivery through call monitoring, evaluation and agent training.

The Contact Center QA Guide provides step-by-step instructions for building and maintaining a world-class QA program. Given the importance of quality monitoring, this 95-page guide is a must have for contact centers of all sizes, providing QA best practices, sample call monitoring evaluation forms and helpful tips for successful implementation.

Topics covered include:

  • Quality assurance program benefits
  • Components of a QA program
  • Creating a quality assurance leadership team
  • Implementation roadmap
  • Developing a QA evaluation form
  • Assigning weights to QA evaluation forms
  • Example QA evaluation forms
  • Quality monitoring criteria and guidelines
  • The calibration process
  • Quality assurance program mechanics and processes
  • Agent coaching & training
  • Reporting
  • Kicking off the QA program
  • Advanced quality assurance initiatives
  • Surveying
  • Customer experience monitoring
  • First call resolution (FCR)