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Call Quality Assurance Guide [2019] Best Practices, Tips, and Scorecard

call quality assurance guide

In this article, we provide you with the knowledge you need to make your call center efficient and effective through call quality assurance. You want your call center to be confident that it's achieving its goals of being productive and leaving customers satisfied. There’s so much to know about call quality assurance, so we’ve created a comprehensive guide to help you learn some call center quality assurance tips and best practices.

This guide will cover:

To ensure that your call center is effective, one of the first things to consider is the software used. Here are five important attributes to think about when it comes to call center software:

1. Features

Having the right features for a call center is extremely important, as not all phone systems will have the features call centers need. Features relevant to call centers include call monitoring (link) capabilities such as call whispering and call barging, as well as advanced analytics and call tracking.

2. Ease of use

Try out a few trial periods of different call center softwares and allow your team to test them out. You want a software not only has all the features you want, but is also easy for your team to use and navigate through.

3. Security

This may be obvious, but definitely something you don't want to forget. Call monitoring must be secure and compliant, so make sure that the call center software you choose has security measures in place to protect your contact center and customers.

4. Cost

Call center software doesn’t need to be expensive. For instance, AVOXI’s Cloud Contact Center AVOXI Genius starts at only $4.99 per user for basic features, and $24.99 per user for advanced features including call whisper, call barge, and more. Be sure to use a software that suits your needs best.

5. Flexibility

You want a call center software that can scale with you. This is most easily done with a cloud (or hosted) solution, which requires no complicated equipment. Since it's utilized through the internet, changes can be made instantaneously and accessed from anywhere.

Call Quality Assurance Best Practices

1. Record and Analyze Calls

Be sure to observe the entire caller experience when analyzing a call recording, not just segments of it. It's unrealistic to to analyze all call recordings as call centers take thousands of calls monthly, and only listening randomly might not yield helpful results when trying to improve the customer experience. Take special care to listen to calls that went extraordinarily well (and bad), calls that went very short or long, calls that involve the customer calling several times, and calls that required multiple transfers. This can help highly particular pain points of your agents or customers as well as distinguish what works well.

2.  Call Center Metrics Aren't Everything

Some metrics like average handle time (AHT) are good to keep data on, but is not always a good measurement of the quality of a call. For instance, an agent that finishes up calls too quickly in order to get to the next customer might not result in high customer satisfaction, while an agent who has a longer AHT might be taking more effort to help customers and result in higher customer satisfaction. This is why it's important to review call recordings throughly in order to get a good idea of the customer experience.

3. Make Goals and Corresponding Incentives Known

Letting your team know your KPIs can improve your team's productivity, and providing incentives can help too. This can be in the form of financial incentives, but there are also other ways to reward good performance through spotlighting achievements to the company, for example.

4. Allow Agent Self-Assessment

We recommend that your call center agents should be given time to evaluate their own calls and customer service performance. This will allow your agents to improve their skills by critiquing their own calls and learn from their rights and wrongs.

5. Write Helpful and Informative Call Center Scripts

Call center scripts give your agents an easy way to provide information to a customer in a clear and consistent way. This doesn't mean writing text that your agents will recite word for word-- instead, think of scripts as an internal knowledge base that your agents can easily access and navigate to easily help customers. A good place to start with this is looking into what kind of issues customers typically have and see what agent responses result in the highest satisfaction.

Best Call Center Metrics and KPIs

To know that your call center is delivering the best service possible, metrics come into play. Here’s the top metrics to consider using to measure your call center:

Customer Satisfaction

Customer Satisfaction Scores are a way to measure customer happiness. Customer satisfaction is extremely important as it results in customer retention and likelihood to recommend your company. This metric is calculated by reaching out to the caller and asking a question as a way to solicit feedback about their interaction with an agent. You may have heard this before after a call with a customer service agent, where you are asked to rate your experience from a range of 1 to 5, with 5 being the most satisfied.

First Call Resolution

First Call Resolution is a great way to measure call center agents’ ability to solve problems and provide the answers customers need the very first time they call. FCR is measured through dividing the number of cases resolved within one call by the total number of cases resolved.

Net Promoter Score

Your NPS is a way to gauge customer loyalty and relationships. The metric is calculated through asking customers two questions: 

  • On a scale from 1 to 10, how likely is it that you would recommend out company/product/service to a friend?
  • Why?

Scores of 0-6 are “detractors”, or unhappy customers. Scores 7 to 8 are “passives”, or customers that are satisfied but not enthusiastic about the brand. Scores 9 to 10 are “promoters”, or customers who are enthusiastic and can help grow the brand.

Call Center Quality Assurance Scorecard

When creating a scorecard for your QA team, it’s important to know the overall purpose of the assessments. Know what your call center hopes to achieve through assessments. Maybe it’s to target past weaknesses of the team, or maybe it’s just for coaching purposes. Perhaps you’re only looking to quantify your call center’s work. Knowing your scorecard’s purpose will help target the goals you’re trying to make. Use the following list as a starting point to help create your call center scorecard:

  • Greeting
  • Account Verification
  • Contact Information Confirmation
  • Problem Solving Abilities
  • Protocol Compliance
  • Call Handling Skills
  • Customer Service Quality
  • Call Center Etiqeutte
  • Script Compliance
  • Closure
  • Follow Up

We hope this call quality assurance guide was useful in your search for call center quality assurance best practices and tips. If you didn’t find what you were looking for, send us feedback and let us know how we can improve the information! Be sure to check back with us regularly as we create new posts surrounding the topic of call centers.

If you're looking to make the switch to an easy-to-use and affordable call center software, take a look at AVOXI Genius, our new cloud contact center software--you can try AVOXI Genius risk-free for 30 days! Prices start as low as $4.99/month and includes unlimited inbound and outbound call recording. For more advanced features for your call center, you can upgrade for $24.99/month! Click the buttons below to learn more and get your free demo.