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Quality Assurance Program Development

Call Center Expertise

We help significantly improve overall customer satisfaction, reduce repeat calls, and increase agent efficiency by developing or refining your quality assurance program. Standardized screen flow access and text messaging is an integral part of Customer Relationship application implementation. Our expertise involves a comprehensive review of the call centre’s quality requirements, an evaluation of the “gaps,” and the development of a system of programs to address those gaps for voice and Web-based transactions.

Benefits & Results

Let the call centre experts from Callenable  help you increase customer satisfaction and improve call centre efficiency by developing or refining your quality assurance program. Our proprietary approach methodology is conducted on-site with your staff. This ensures a transfer of knowledge about the quality program development, calibration, administration, and day-to-day monitoring as well as staff buy-in and cost efficiencies.

For more information about our quality assurance program, including customer contact standards and monitoring policies as well as coaching, feedback and calibration
Deliverables & Project Steps

Examples of deliverables and the project steps required to develop and/or refine a quality assurance program are shown below:

  • Conduct a detailed analysis of current customer satisfaction metrics, including customer surveys and
    feedback, client input, on-site observations and monitoring, and/or mystery shopper results.
  • Review current call centre quality assurance program and assess linkages
  • Evaluate “gaps” in the customer contact processes and quality program.
  • Develop/refine the current customer contact standards, including defining “behaviorally anchored” rating
    scales for customer contact standards
  • Design/refine agent monitoring forms and feedback requirements.
  • Design/refine program administration and calibration requirements.
  • Evaluate and design/redesign agent performance/certification standards and requirements.
  • Develop/refine customer survey processes.
  • Design/refine curriculum for customer contact quality standards training.
  • Conduct and/or coach “Train-the-Trainer” sessions for new quality program for client staff on-site.
  • Recommend upgrades and/or enhancements in voice/data/electronic monitoring technology.