Quality assurance has always been something of great importance for every contact center, but as times are changing, quality assurance should be even more a focus.
In the past, it was believed that a poor interaction with a customer was the equivalent of upsetting ten customers, because the customer with the bad experience would share their stories with others. However, as social media has become more popular, upsetting a single customer will no longer only reach ten people, but has the potential to go viral. When customers feel that they have been treated unfairly or that a company has not done everything in their power to ensure a positive transaction, they will not hesitate to share that experience with Facebook, Twitter, or a host of other social media services.
As contact centers continue to evolve, technology allows for new opportunities for quality assurance, as well as new challenges. For instance, an international contact center allow for the talent pool to deepen, and more agents available in different time zones. However, language barriers can sometimes cause poor customer service, and frustrated customers and agents.
Another important factor of quality assurance is utilizing as many channels as possible in the contact center. By allowing your customers to reach you with their preferred method – whether it be online, over the telephone, by tablet, or any other channel – your customers are more likely to be satisfied with their transaction.
Finally, contact center management should always measure their contact center performance, and monitor customer satisfaction at all times. This will allow any problems to be spotted before they escalate, ensuring that frustrated or disappointed customers will have their issues resolved before they go viral.