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Quality Assurance for call centers

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call center quality assurance

20 Call Center Quality Assurance Goals

NEWS

Here are some Call Center Quality Goals to keep in mind when building a successful QA program: Define the goal:  Map your QA process to business goals Build a QA quality culture and behavior framework:  framework centered around improving the customer experience by focusing on the effort the customer makes, minimizing conduct risk and providing … Continue reading 20 Call Center Quality Assurance Goals

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call center service excellence

Is Service a Priority in your Quality Program?

NEWS

I get to help with quality dilemmas every day.  I field questions about how agents can better connect with customers, deliver call center service excellence, and show they care.  Leaders tell me, “I want the customer to feel like we are on their side and that we are listening to them.” There is no doubt … Continue reading Is Service a Priority in your Quality Program?

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types of quality programs

3 Different types of Quality Programs … Which is the best for your Customers?

NEWS

Did you know that 76% of consumers that partook in the Aspect Consumer Experience Survey view customer service as the true test of how much a company values them?  How about, according to the 2015 Global State of Multichannel Customer Service Report by Parature, 65% of the 1000 consumers surveyed said they would sever their relationship with a … Continue reading 3 Different types of Quality Programs … Which is the best for your Customers?

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Call center QA

4 Factors for Effective Quality Monitoring

NEWS

Listening is nice, however your agents will figure it out quickly if they know that you are merely listening and not doing anything with the information; they will use the Hawthorne Effect to their advantage! As a remedy, the agents must be provided with a strongly supported feedback mechanism that they can easily understand. There are four … Continue reading 4 Factors for Effective Quality Monitoring

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multi-lingual quality monitoring, Culture, tone and language considerations in quality monitoring

Culture, tone and language considerations in quality monitoring (Multi-lingual quality assurance)

NEWS

Here at BPA Quality, one of the services we offer under the umbrella of managed quality monitoring services is to undertake large-scale quality monitoring of text and voice interactions in multiple languages.  By using multi-lingual, culture, and tone considerations in call center quality monitoring, we ramp up quality programs to the next level for customer … Continue reading Culture, tone and language considerations in quality monitoring (Multi-lingual quality assurance)

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call center agent language tone

Above the Clouds

NEWS

Call center agent language & tone Travel is part of my job as a call center agent language and tone trainer with BPA Quality, and I’ve journeyed all over the place for many years. But don’t worry, I’m not going to bore you with the clichés of the business traveler: upgrades, airline miles, hotel points, jet lag, … Continue reading Above the Clouds

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4 Reasons for Contact Center Quality

Call center quality monitoring

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