The importance of call center quality assurance

Ensuring the quality of call center of your company or organization is vital and it goes a long way in building positive relations with the customers which in turn helps with the productivity. The quality assurance of call centers is an underrated domain and these days an increasing number of businesses as well as organizations are realizing its significance. In order to provide QA services for your contact center, there are a number of companies in the market that do the job for you. The underlying techniques and methodology might differ, however the end goal is the same - providing quality assurance for the call centers.

Call Criteria offers experience, expertise and reliability

The Call Criteria is one of the most reliable and experienced companies when it comes to providing third party qa. Some of the fundamental services that Call Criteria offers to the clients in order to ensure the quality of the call centers include evaluation and scoring the customer-agent interactions, identifying crucial behavior as well as procedures that drive up the sales and ensuring that the call center are compliant to the relevant laws.

In order to provide these services the Call Criteria makes use of a combination of voice technology and human expertise to give the most accurate analysis and ways to improve the performance of the call center. The various companies who have outsourced the quality assurance program to the Call Criteria have benefited from the monthly reductions caused by compliance violations on average of 7%. This is a significant number in terms of company's output and thereby helps organization immensely in their productivity.

The quality assurance solution provided by the Call Criteria is completely scalable as well as efficient and it includes features such as PCI redaction. This helps in keeping sensitive data like social security information or credit card numbers secure.