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12th April 2022
Can anyone share their Quality Assurance programme with Non Voice activities? In particular looking at how Live Chats are measured, how many do you measure? Do your line managers quality check this area or does it sit with the QA team?
Question asked by elizabeth
We have a couple of articles that may help. Top Tips for Monitoring the Quality of Emails
How to Apply Quality Monitoring to Webchat
Generally talking with contact centre managers we find that the same approach that is used for voice can be fairly easily adapted to web chat.
Most of the tips in these two articles should be useful
https://www.callcentrehelper.com/tips-to-improve-your-call-quality-monitoring-4732.htm
59 Call Centre Quality Assurance Tips
Please let me know how you get on and please drop me a line with some feedback on the programme that you eventually adopt.
With thanks to Jonty
Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.
He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.
He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."
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