quality assurance in call center

13 Mar

Quality Assurance in a Call Center– What, Why, and How?


The success of a business depends on how your call center agent deals with the customers they encounter. Customers demand prompt issue resolution and high-quality services from customer support staff. Every customer support business wants to offer speedy and efficient services to its customers, but maintaining quality services is what gets the job done each time a customer interaction takes place.

It is essential to understand the call center quality before diving into the fundamentals of call center quality assurance.

Call center quality is how your agents provide service to the consumers and ensure consistency is maintained throughout their experience. The critical aspect of customer assistance is maintaining high standards for each client.

What is Call Center Quality Assurance (CCQA)?

CCQA is a process of monitoring the agent’s call and scrutinizing the call quality, focusing on customer expectations and requirements. To improve call center customer service, CCQA is considered the most effective and well-organized approach. With effective CCQA, team leaders/managers can identify the issues within the teams by analyzing the conversation between the customers and agents.

The QA process typically involves monitoring and analyzing customer interactions through phone calls, emails, chats, and other communication channels. The call center QA team evaluates the agents’ performance based on specific criteria such as adherence to call scripts, the accuracy of information provided, professionalism, empathy, and overall customer satisfaction.

The call center QA team provides feedback to the agents and trains them to improve their skills and performance. The goal is to ensure that agents provide excellent customer service, resolve customer issues efficiently, and deliver a positive customer experience.

Overall, call center QA ensures that the call center and its agents meet customer service and quality goals, improve customer satisfaction, and drive business growth.


Ensuring the quality of call center customer services is crucial for several reasons, including customer retention. CCQA assists businesses in attaining the following:

1. Identifying Areas of Improvement

The first and foremost aim of QA (Quality Assurance) is to identify the areas where the call center and its agents lack. QA can help identify areas where customer service agents need additional training or support. Ultimately, this can improve the overall performance and productivity of the call center and its agents.

2. Maintaining Call Quality Standards

The monitoring process soft wires the call center agents’ skills, and over time, it becomes an essential part of their tactics. Their approach also includes proactively resolving the customers’ queries. Standardized techniques include answering customers, handling annoyed clients, being empathetic, and accepting their feedback, ultimately providing a positive customer experience.

3. Compliance Adherence

Call centers establish various guidelines and regulations to be followed by the call center agents while handling customers to ensure customer data security. Implementing strict compliance to set standards includes monitoring the call quality and ensuring the security of customer data by the call center agents. The leaders and the QA team ensure that the call center agent complies with the applicable regulations and set guidelines.

4. Customer Retention

It is well-established that acquiring new customers requires a higher cost than retaining the existing ones. Due to this, the leaders must ensure the quality of services being delivered to the customers is up to the set standards. This also ensures that the customers are not contacting your competitors. QA is a customer-centric strategy, i.e., customers are at the highest priority, which ultimately leads to ensuring customer retention.

5. CCQA Metrics

After implementing the CCQA process, call center agents must be closely monitored, leading to quality metrics improvement. The metrics can only be improved if they are correctly measured. Analyzing the call center quality metrics is an essential part of CCQA. Keeping track of quality metrics over time aids in creating effective strategies to improve customer services & quality further.

6. Uplifting the Customer Experience

Customers’ overall experience is uplifted when the services are provided seamlessly and quickly. QA assists in maintaining the quality of customer services, allows the leaders to spot loopholes and lets them create strategies for improving the customer experience. Higher customer experience leads to loyal customers, long-term engagements, and word-of-mouth promotion.

How can QA Improve Call Center Quality?

Managing customer interaction is significant for all customer support businesses. The customers’ issues and interactions must be handled properly to retain them and give them a reason to continue with your business rather than going to the competitors. Businesses should put in effective QA standards to focus on the quality of services and retention of customers.

The following are how QA can improve the call center quality:

Focus on Customer (Caller) Experience

To measure the call quality and the performance of the call center agents, the QA team focuses on listening to the interactions between the customers and the agents. If an interaction is up to the set standards, the team must categorize it as a “quality interaction,” If it is not up to the standards, the team can provide feedback to the call center agents to work on the call quality.

Problem Resolution

When customers seek help, the solutions must be provided effectively and quickly. The ownership of the call must lie in the hands of the call center agents, and they must try to resolve the customer’s problems. This includes calls to the supervisor for escalation or transferring the call to someone else.

Agent Engagement is a Must

The call center agents must know about the set targets and metrics for assessing their performance. Being aware of what constitutes a quality interaction, a call center agent must have an in-depth understanding of a quality call. Live calls or training may help the call center agents have a better experience. Follow-up questions with their superior may also help.

Data Analytics

QA is all about monitoring agents’ performance and identifying improvement areas. By analyzing the data collected in a QA process, the QA team and the business leaders can create development programs and strategies to improve the quality and performance of the call center and its agents.


In the business world, call center businesses are constantly developing and evolving. The call centers must provide quick and helpful customer service by focusing on quality interaction. With implementing the CCQA process, enterprises focus on the calculated pathway to offer solutions to customers and retain them. With quality interaction and engaged QA agents, if the CCQA process is implemented correctly, the call center business can thrive with high customer retention.

With a call center solution like NEQQO, you can grow your business by managing quality, increasing productivity, improving the customer experience, and maintaining compliance. You can now book a quick demo and see our product in action.

Request for Demo