Question

both teams () able to meet this QA and productivity target​

Answer 1

Answer:

Explanation: Research revealed two out of three consumers struggled to remember when a brand’s service actually met their expectations. An invaluable part of a brand’s customer service is down to the quality of its call center: they serve as an invaluable bridge between businesses and their customers, essential for building lasting relationships.

 

However, they don’t always operate to the standard they should,

 

As US businesses lose an eye-watering $75bn every year due to bad CX, no call center can afford to take its work lightly. Quality assurance is the key to improving your customer service, boosting retention and meeting (or hopefully exceeding) consumer expectations.

 

But strong management is vital to an effective QA program, and senior members of staff must get involved to help drive positive changes. In this post, we’ll look at how to do this and why good customer service teamwork matters.

Involving-Managers-and-Team-Leaders-in-the-Quality-Assurance-Process  

 

Why is Quality Assurance Important in Call Centers?

 

Quality assurance is so important for a number of reasons, including:  

Find flaws in your customer service to be corrected

Help to clarify your company goals and values for consistency

Align working methods and service with customer needs and expectations

Identify valuable training opportunities to boost performance

 

Delivering better service increases the chances of retaining customers and securing word-of-mouth recommendations. Consumers tend to tell 15 people on average about good CX, and 24 people about bad CX.

 

That shows the tangible benefits of investing in improving your customer service. Hiring QA analysts is a big step, but a quality assurance program managed well can transform your call center for the better.

 

It can’t be an isolated thing only a few members of staff know about — your QA process must involve everyone, especially senior employees, for effective customer service teamwork.

 

 

Why Should Senior Members of the Team be Involved?

 

 

First and foremost, having management involved in the quality assurance program helps to keep things on track.