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BASIC Q.A. TRAINING

This training aims to provide basic learning materials about Quality Assurance and Control.

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BASIC Q.A. TRAINING

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Presentation Transcript

  1. Welcome  to      BASIC QUALITY ASSURANCE TRAINING with Abbey

  2. Objectives of the training: TO CREATE A FUN LEARNING EXPERIENCE FOR NEW AND UPCOMING QA ANALYSTS TO UNDERSTAND THE IMPACT AND IMPORTANCE OF QUALITY IN A CALL CENTER TO UNDERSTAND THE ROLES AND RESPONSIBILITIES OF A QUALITY ANALYST TO LEARN THE BASIC SKILLS OF HOW TO BE AN EFFECTIVE QUALITY ANALYST TO LEARN THE BASICS OF COACHING AND WRITING ANALYSIS

  3. WHAT IS QUALITY ASSURANCE IN A CALL CENTER? What Are your Thoughts? 

  4. QUALITY ASSURANCE IN A CALL CENTER Call Center Quality Assurance (QA) is a process that will help ensure that the customer handling or interaction is aligned with business goals. Quality assurance is a process of observing and analyzing agents’ interactions with customers.

  5. 5 REASONS WHY Q.A. IS ESSENTIAL 01 02 03 DELIVERS CONSIST CUSTOMER SERVICE QUALITY PINPOINTING PERFORMANCE OUTLIERS EMPOWERS AGENTS TO IMPROVE THEIR OWN QUALITY 04 05 IMPROVES COACHING EFFICIENCY BOOSTS CUSTOMER LOYALTY AND RETENTION

  6. WHAT ARE THE BENEFITS OF QA IN A CALL CENTER? What Are Your Thoughts?

  7. THE BENEFITS OF QA IN A CALL CENTER It identifies the most common customer issues (call drivers). It improves customer experience and employee experience. It helps standardize the communication process with customers. It enhances agent performance and maximizes customer satisfaction. It helps ensure services are of the best possible standards. It helps audit and identify weak points, prevent mistakes, and highlight areas for improvement. It provides fast data collection and analysis. It helps you make informed decisions about training strategies, recruitment, or other internal processes. It helps reduce costs since it empowers productivity. It helps ensure regulatory compliance.

  8. BEST PRACTICES FOR CALL CENTER QA Share Knowledge With the Team Evaluate consistently Provide regular feedback Must have a clear criterion for measuring scorecards Proactively Set Schedules Use Integrations

  9. QUALITY ASSURANCE VS. QUALITY CONTROL What is the difference between QA & QC?

  10. QUALITY ASSURANCE AND QUALITY CONTROL ARE DISTINCTIVELY DIFFERENT. Quality assurance is about the prevention of errors. (Proactive) Quality control is about detecting errors and correcting them. (Reactive) In other words, Quality Assurance pertains to the steps we do to ensure that errors do not happen. (e.g. training agents, reviewing job aids, etc.) While Quality Control is finding the errors and looking for ways to avoid the errors from happening again. (e.g. call listening and monitoring, calibrations, coaching, etc.)

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