Tips and tools for call center quality assurance

Need quality assurance for your call centre? There are many tips are tools you can use in order to enhance your call center quality assurance. Take a look at some of the top tools that you can use.

1. Voice Logger

It is a very helpful call recording tool which can be used for various learning purposes. Calls which are recorded in this tool can be used as a live sample to teach new things to the new as well as the old employees. These recordings help in understanding particular situations and what should one do and what one should not do in that particular situation. Clippings of old conversations can be kept in archives for people to refer to them when they are facing similar or peculiar situations. Voice logs are very important and resourceful as they document the entire conversation of both the parties. So if any problem arises, you can refer to it to understand whether it aroused from the employee's end or the customer's end.

2. Call Snooping

It means that you can listen to your employee's call when they are on call with a customer, without disturbing them. This tool is very handy as it allows the supervisor to listen to the employee's call without them noticing it. It is very helpful as it allows the supervisors to check the performance of others and check whether they are working properly or not. If any employee is misbehaving or not doing the work properly they can be caught red-handed.

3. Call Whispering

Here, the supervisor acts as a silent spectator which only the employee is aware of. The customer does not get to know that the supervisor is talking to the agent and helping him out to resolve the issues while they are on a call with the customer. This is useful as sometimes, some employees do not have the specific skills and need guidance.

All these tips and tools can be used for the betterment of your call quality but these tools can at times become difficult and time consuming for people with no prior experience. So to make things easier, it's better to hire an external quality analyst service provider who can easily use these tools and many other for your business.