Understanding Quality Assurance and Its Importance

Video Image: What Is QA and Why Does It Matter?

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Customer interactions are at the heart of any business, but how can we assess the quality of those conversations?

To find out more, we asked Chris Mounce, Product and Training Specialist at EvaluAgent, to define quality assurance and explain its importance.

Video: What Is Quality Assurance and Why Does It Matter?

Watch the video below to hear Chris explain QA and why it matters:

With thanks to Chris Mounce, Product and Training Specialist at EvaluAgent, for contributing to this video.

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What is Quality Assurance?

Quality assurance (QA) involves reviewing and evaluating customer-agent conversations to ensure they meet defined standards. By assessing these interactions against scoring criteria, contact centres can identify conversations that are great, good, or poor.

Why Does QA Matter?

“Think about the thousands of conversations that are happening between customers and agents, and what do we actually know about those conversations?

You know, how would you rate them? What are the great ones? What are the good ones, or frankly the awful ones?

The thing is, it’s important to know, because every poorly handled conversation presents risk to the business.”

Poorly handled conversations can harm a business. They may damage customer trust, lead to missed opportunities, or even increase risk to the company. QA provides insights to help improve communication and reduce such risks.

How Does QA Work?

QA involves analysing a representative sample of interactions. Scores are assigned based on pre-set criteria, and reports are generated to highlight strengths and areas for improvement.

In short, QA helps contact centres maintain high standards and build better customer relationships.

“So to answer that question, we evaluate the quality of enough conversations against pre-set scoring criteria and then present the results and a report. And this is in essence quality assurance.”

If you are looking for more great insights from the experts, check out these next:

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

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