Quality assurance has become the hot topic in today’s date. Many successful brands believe that more profits come with more positive customer experiences. Definitely, it’s a big yes! But what leads to this – is the primary question. This is when customer support quality assurance tools come into existence.
The recent statistics state that the call center outsourcing market size will grow by 14.05 billion USD from 2021 to 2025 with a CAGR of 3%. This proves how dominating the software is and in what magnitude.
In this article, we will talk about the reasons that encourage the smart running call center decision makers to outsource the call center quality assurance process.
4 Reasons behind outsourcing call center quality assurance
Reduction in cost consumption:
Call centers can surely use customer support quality assurance tools to measure the agent’s performance, boost their efficiencies, and improve the overall customer experience. But investing in these tools and software solutions is usually a bit expensive. Hence, we suggest our readers outsource the entire process to a third-party vendor. Instead of involving your team for the same or hiring QA experts, you can let the team spend more time working on other important subjects.
Boost customer experience:
QA process is meant for scaling up the customer experience level. Yes, you can surely handle this on your own. But do you think this will be more profitable? Using your own resources and team for this job when you already have this outsourcing option will not give you a good experience. Instead, let the QA experts of the QA service providers perform the job for you. They ensure offering top-notch customer experience to the clients they work for.
Better call center quality assurance metrics analysis:
Just like you have the analytics feature in your workforce management payroll software, you get the same in your call center QA software as well. The software is used to measure the call center agent’s performance based on certain KPIs. These include first-call resolution, average call handle time, average speed of answering, and many more. They analyze the overall team performance under these metrics and ask the company to focus on improving particular skill set. The call center agencies usually use the LMS (learning management software) to build up their employee’s knowledge base.
Enhance customer retention:
Again, an indirect take in improving the customer retention level. Call centers are literally scratching their head to boost their customer satisfaction so as to gain high retention from their end. The QA service providers perform half of their tasks. They monitor and measure the agent’s activities, their speech, their interactions with the customers and accordingly mark out the areas where they are lacking. This enlightens the managers or supervisors of the team members so that they can run different learning and development sessions for their employees. In short, it has a lot to do for achieving high customer retention.
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Get customer support quality standards with the right QA tool.
Customer support QA software is ideally made for enhancing the customer experience by assessing and improving the agent’s performance. You can either find a separate software to handle your call center agents or even look for the one-stop workforce management payroll software that itself contains QA as one primary module. No matter what you choose, the outsourcing company will provide you with the solution that makes the perfect fit.
