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How Does QA Typically Happen in a Call Center?

Quality assurance is a process that helps ensure the quality of a product or service. It encompasses a variety of activities, from reviewing and testing products before they are released to the public to conducting post-release audits to ensure that products meet customer expectations.

Typically, quality assurance happens in call centers through various stages: pre-call, during the call, and post-call. Pre-call QA typically occurs before a customer calls in. This includes verifying the information the caller provides, such as their account number and contact information.

This also includes verifying that the caller’s problem is relevant to the company’s product or service and that it can be resolved through customer service. You can also visit callcriteria.com/call-center-quality-assurance/ to contact quality assurance call centre online.

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During the call, QA monitors the conversation and resolves any issues that may arise. This includes verifying that customers are speaking with a live person, resolving their problems, and providing support when necessary. Post-call QA checks to see if customers were satisfied with the help they received and if their issues were resolved.

QA is an important part of customer service and it helps ensure that customers have a positive experience with the product or service. By monitoring the conversation and resolving any issues as they arise, QA can prevent customers quality assurance is a process that helps ensure the quality of a product or service.

It encompasses a variety of activities, from reviewing and testing products before they are released to the public to conducting post-release audits to ensure that products meet customer expectations.