ProServices

Maintain High Levels of Quality

A successful quality assurance (QA) program is critical to your organizational success, as it directly impacts customer satisfaction, and in turn customer loyalty. CallCopy’s ProServices allow you to maximize the return on your investment in QA tools and program.

ProServices QA Program

Our team of experts will consult with you to deliver a customized set of services for your unique position, whether you are looking to build a contact center QA program from the ground up, or improve the performance of your existing one.

Through the iterative approach to agent and quality improvement used by CallCopy, your organizational processes will undergo a continuous improvement process. This will result in consistent agent performance through ongoing measurement and positive coaching techniques.

Key features of an effective QA program:

  • Differentiate yourself from the competition by delivering exceptional customer service.
  • Reduce costs by improving performance metrics (first call resolution, average handle time, etc).
  • Drive your organization and people to perform better.
  • Improve your organization’s reputation by reducing negative press, word of mouth.
  • Fairly and accurately evaluate people and processes through an analytical approach to QA.

Create a New QA Program

If you are new to QA, our team of experts will help you get your program up and running quickly and efficiently. We’ll meet with your various stakeholders to gain a full understanding of the nuances of each element of your organization. From this, we’ll identify the key performance indicators (KPIs) that drive your particular business. Based on these discussions, we’ll recommend and build a program that addresses each of the areas that concern you most. We’ll provide training on QA best practices, and help you build out evaluation forms to measure performance going forward.

Improve Your Existing QA Program

If you already have a QA program, our ProServices team can help you maximize the return on the investment that you’ve already made by fine-tuning the program. We’ll identify existing processes requiring improvement, and recommend changes that will help take your performance to the next level.

Download the ProServices Brochure:

Additional Reading:

To learn more about getting the most out of your QA program, please download the following reference materials:

 Contact Center QA Guide  Voice of the Customer whitepaper