Call center QA basics

Call center QA, or quality assurance, is a broad term that refers to the management of a customer contact center. Generally, call center QA can encompass one or more of the following activities:

  • Call monitoring and recording
  • Call reviewing and associate performance feedback
  • Gathering of customer contact statistics and data
  • Analysis and distribution of call center data and statistics

There are many different ways these activities can be performed. They can be handled in house, by employees of the call center, or they can be outsourced to a third party company. These activities can occur manually, or through the use of a software program.

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Performing call center QA in house

Many small contact centers in Scottsdale and Phoenix AZ and elsewhere in the United States elect to perform some or all of the activities of call center QA on their own. They may choose to do this because their limited size and budget does not support utilizing a third party, or simply because they are performing only a small amount of the activities that comprise call center quality assurance.

There is some benefit to performing call center quality assurance in house. In many cases, it is a lower cost than outsourcing. It also allows the call center to retain complete control of the operation, and customize processes and activities to meet their business needs.

However, there are also downsides. With a small internal team managing call center QA, it can be difficult or impossible to gather the breadth and quality of data that is available from a professional third party source. If the team is not using a software program to manage call center QA, they will have rudimentary information at best.

Outsourcing call center QA

Outsourcing call center QA allows your company to harness the experience of experts in the field. It also provides access to sophisticated systems and tools that the organization could not otherwise use. However, when utilizing this option, a call center should carefully examine the tools and systems of the third party to make sure that they are appropriate for their business needs and/or customizable.

Choosing a Quality Assurance partner- Sage Advantage in Scottsdale and Phoenix AZ

If your company has elected to outsource their call center QA by using a software program, the expert team at Evaluate Quality in the Phoenix/Scottsdale AZ area can help you determine your next steps. Evaluate Quality offers full service, and fully customizable, call center management solutions to companies in the Phoenix area and throughout the country. Also check out Sage Advantage, our founder.

Whether your business operates in Scottsdale, Phoenix AZ, or elsewhere in the United States, Evaluate Quality can help you navigate the successful implementation of call center quality assurance. Contact Evaluate Quality today regarding your call center QA needs and schedule your no obligation demonstration.