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How do you implement an effective call center quality assurance program?

A:

Quick Answer

Implementing an effective call center quality assurance program requires building or using a call quality monitoring form to identify call expectations, establishing calibration to provide consistency, offering coaching to shape desired call center behaviors, integrating surveys or other customer feedback and establishing a cumulative quality assurance program, according to the Call Center School. The program is based on defined criteria, and goals may include scoring, rewards or bonuses.

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Full Answer

There are many online call center quality assurance programs available, such as inContact. Some programs offer online training, ebooks or e-learning, while others provide software to assist with implementing a program. A growing trend since 2002, call centers are also expanding to providing customer service through online chats or instant messaging, according to Entrepreneur Magazine.

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