CALL QUALITY ASSURANCE SERVICES

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Quality assurance (call assessments) is one of the most important KPA’s within a Call Centre. It measures the product knowledge of the agents, as well as the service that is provided to customers.

The industry benchmark states that 3% of calls received in the call centre should be quality assessed. Call Centres sometimes do not meet the required benchmark. This is mainly due to them not having enough Quality Assessors (QA’s). The QA’s spends copius amounts of time on administration whether in the form of providing feedback to agents or compiling reports for Call centre management. This results in feedback and coaching being addressed too late due to too much time elapsing. There is also a myth that Assessments being in-sourced are not being done objectively and this leaves room for prejudice.

 

VanVista SAS acts as an extension of your team to listen and evaluate – and to provide actual, actionable feedback that will ensure compliance and quality that meets and exceeds your requirements.  The combination of evaluating calls, documenting the call results/scores on key elements, following an escalation process for deficient calls, and conducting calibration/coaching sessions with call center management teams ensures maximum return on investment for each client.  In other words, our call monitoring team ensures that the quality call center monitoring program contributes to the overall success of each client (not just checking off a compliance scorecard).

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For more information please refer to Service Information Schedule.

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