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Whether you’re starting or improving your call center quality assurance program, processes always require a lot of work and research.
To cover as much about quality assurance processes as possible, we’ve centralized a few helpful tools and articles from around the web to save you time and energy searching.
From the preparation of a QA program, to scorecards to KPIs, below you’ll find our top recommended articles to help you build and improve.
Start on a solid base
Establish a good base on how to go about building a strong, result-oriented program for both management and front level employees by starting to develop these important points.
These points will start guiding the way you create your Quality assurance program and ensure you get the most out of your processes.
5 Things To Know Before Creating A QA Monitoring Program
Answer all your technical questions
Many of the technical quality assurance questions that might arise while creating your quality process can be found here.
Whether you're wondering about scoring, QA training or how to select customer calls, VPI will answer 20 of the most important questions regarding call center QA and performance management.
20 Call Center QA and Performance Management Questions Asked and Answered
Creating a scorecard
Designing your call center quality score cards is possibly one of the most important things in your call center.
It will define how agent feedback is done as well as the training opportunities and improvements that will shape the call center.
In short, your call center can only be as good as your scorecard.
This helpful list of points will help guide your item selection when formulating your scorecard evaluation form.
Sample Call Center Call Scoring Evaluation Form Items
Quality scorecard evaluations come in many shapes and forms. If you're curious to see how other companies structure their evaluations, Zappos generously shared their QA scorecard so you can see how they grade, their point system and structure so you can build and improve on their model.
Zappos QA Scorecard
Transforming score card data
Once enough data has been collected from the scorecards, it's time to analyze the information, extract results and improve processes.
See how to use the results to their full potential so you can implement change, train and reward staff adequately.
How To Turn Raw Data From Your QA Scorecard Metrics Into Gold
Among the favorite KPIs of call centers, Net Promoter Score (NPS) runs high. And why not? After all, NPS measures the willingness of a client to recommend a brand, product or service to their family and friends.
However, this article will provide great insights as to why Agent Promoter Score could be a potentially more important KPI and why staff are just as important if not more than your customers.
More Important Than Net Promoter Score? Agent Promoter Score
In a sea of endless KPIs, determining the most relevant ones for your scorecard can be downright confusing. Should you choose Average Handling Time or First Call Resolution? Should you really measure Adherence to Schedule or is it harming the office morale?
ICMI share their "Seven Metrics to Watch for Call Center Success"
and Ameyo give you their top metrics so you can better define your priorities.
Quality program success story
There's nothing more inspiring than real life success stories. Find out how Zappos turned their QA program upside down and opened up the channels of communication within their Quality team.
A Zappos Lesson in QA Management
Quality assurance for small and medium businesses
If you're a small organization, don't think that a Quality program is unnecessary, intimidating or expensive.
With some careful thought and planning, a QA program can be easy to build, standardize quality and reduce customer experience no-no's.
8 Steps To Building A QA Program For Your Support Team From Scratch
Hiring the right QA manager
A team is as good as each member in it. Hiring right is a key part to ensuring a good fit and a lower attrition rate.
Don't know what to look for when hiring a QA analyst for your support team? This article will highlight key skills to look for on resumés and during interviews.
Skills To Look For When Hiring A QA Analyst For Your Support Team
Making QA a team effort
Quality assurance is not always well seen. Often, it's viewed as a way to monitor employee activity when in reality its main goal is to improve call center quality and delight customers.
Learn how to gamify the process through competition and recognition so all staff can contribute and feel included.
How To Integrate Competition And Recognition In Your QA Monitoring Program
Improving and discovering pain points
If after this you're still having trouble pinpointing what needs fixing in your call center, this article will discuss a few common pain points that contact centers usually face.
5 Factors Harming the Quality of Your Contact Center
But if you're a perfectionist, you know that no matter how well things are going, there is always room for improvement.
Find inspiration through these 35 Ways to Improve Your Call Center Quality Assurance Program.
Liked our curated list of call center QA tools? Subscribe to our blog and receive QA advice and tips for improvement straight to your mailbox!
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SNAPsolution Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.
netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc... (read more)Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.
netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a concurrent call basis instead of charging per-seat or per-feature. SNAPsolution, SNAPvantage, and SNAPanalytics give you all the tools to start off strong in the VoIP industry while giving you room to grow efficiently within your means.
Why Sessions, Not Seats? The era of the mobile workforce is upon us. In fact, Google recently put out an estimate that 80% of the global workforce is now performing deskless work every day! Unfortunately, when it comes to providing Unified Communications (UC) features to these deskless employees, many systems operators, carriers and service providers are stuck investing in their platforms on a per-seat basis. That limits them to chasing only about 20% of the workforce - those with actual seats and desks.
Why not expand your addressable market and open your business model to chase up to 5 times as many clients as you are today? If a majority of the workforce today doesn’t have a desk, does it make sense to purchase the UC solutions you want to sell by the seat? We don’t think so. That’s why we’ve created this report titled Sessions, Not Seats. In it, we’ll show you why finding a UC platform, like our SNAPsolution, that charges for sessions instead of seats is the way to go.