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)
Register today to download this free guide!
