Call center
employees are the representative of any company. How they handle calls is a direct reflection on the company, but there are options to help assure that everyone is on the same page. By having a quality assurance program, a company can weed out those who may unintentionally damage its reputation, make promises or waste time.
Function
The function of a good quality assurance program is ultimately to ensure that the call can withstand a legal challenge. It makes sure that call center agents are saying the same thing, politely and quickly. Many companies use a software; others use a human being to monitor calls and offer feedback if needed.
Types
Companies can use monitoring software that captures all calls or random calls. Most also use screen captures. Depending on the size of the company, some use people to listen to calls, go down a checklist and grade the call. There are also those that use a combination. Telecommunications companies tend to use a combination because of the federal laws they have to adhere to.
Features
On the higher end, the software will generally include a screen capture; automatic recording; date; time; length of call; and for the ultra-high end, it may include feedback features for the agent or surveys for the customers.
Benefits
There are so many benefits to having a quality assurance program in a call center:
Consistency. Generally, companies that use QA software have to make sure they are in federal compliance and that specific words are used and contract terms are fully read, among other specifics.
Time management. If there is a script and method the company uses, the calls can go much faster, allowing for more calls and less wait time.
Coaching opportunities. Some people do not know how they come across on the phone, so QA is great to help them use their voice effectively.
Permanent record of calls and screens. There are always people looking for a lawsuit. This allows a company to have a record of what was said and done on a call.
Considerations
If you are going to use quality assurance software, make sure it's able to do what you need. It might even help to get something that has more features than you need, which you can grow into. Whatever you use, the ultimate goal should be to help your bottom line. If used correctly it should save time, diminish complaints from customers and be cost-effective.
