Quality assurance in call centers

In recent years the call center industry has grown rapidly in size and popularity. In doing so, the industry suffers from some problems associated with providing the best service. The nature of the requirement to respond to a large number of calls in these centers has led to the use of a quality assurance management approach. Recently, as a result of increasing expectations of customers and employees regarding service delivery, the process of call center activity is more focused on empowering employees and ensuring quality and moving away from the traditional production line approach. This article reports on how companies ensure quality. After several years of relying on customer perception surveys, and a history of subsequent lack of service improvement, this research used an in-depth case study approach including observational studies, interviews with various levels of managers, and focus groups. Talk to the frontline employees of service delivery (representatives). The findings identify service quality issues that need to be addressed in order to accommodate the needs of customers and agents, and the implications for managers.

Keywords:

Quality Assurance , Methods , scorecard , Feedback , Frameworks