Quality Assurance is the stepping stone to take your customer service from ‘good’ to ‘excellent’. This video explains why QA is must, for high-quality customer support.
Btw, we’ve published a free guide on how to start and manage a QA team for customer service, here: [ Ссылка ]

So, what are the benefits of QA? Most companies with a customer service team of more than a few people, measure productivity KPIs like handle time, or response time. QA goes BEYOND these. It helps evaluate metrics that can’t be quantified by a helpdesk program, but are important for the quality of service provided by your agents.

Let’s say, a customer wants to return an item way outside the return window. An agent who is only measured by customer satisfaction, or CSAT, score, may be inclined to grant this to please the customer. But that is against the company process. QA can check this.
It can also evaluate other parameters of quality — does the agent have the right brand voice, and tone? Are her answers complete, and personalized?

QA programs let you regularly score your agents on metrics that are important to your company. With this, you can identify where improvement is needed, and enhance training for new agents.

Here’s a quick summary of how to do QA in 4 steps. [ Ссылка ]

I’ll be talking about boosting your company’s profitability using QA, so stay tuned!
Visit us at [ Ссылка ], or call us at 866-620-5538 to learn more.

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