Quality Assurance
Quality Assurance plays an essential role in the success of your contact centre not just from a customer service perspective but also in terms of the culture within your centre. It is important to have the right measurements in place and to get buy in from different levels of staff when establishing these measurements. This will drive the correct employee behaviours in terms of productivity, effectiveness and satisfaction.
Investing in an effective QA Programme ensures agents have the correct skills to handle enquiries and are doing the right thing by the customer and the organisation ensuring satisfied customers, happy stakeholders and improved employee engagement.
If you believe your Quality Assurance Programme could be improved but aren’t sure how to do it, Fifth Quadrant offer the following services:
- Quality Assurance Diagnostic Review
- Quality Assurance Skills Assessment and Training Programme
Quality Assurance Diagnostic Review
Fifth Quadrant has an established methodology to review your Quality Assurance Programme. With years of experience in Employee Engagement Studies and implementing Quality Assurance, the Workforce Optimisation team at Fifth Quadrant are able to benchmark your Quality Assurance Programme and provide recommendations on the areas you need to focus on for improvement.
The diagnostic review includes analysis of the following:
- The current policies, practices, technologies, feedback and performance of the existing Quality Assurance Programme
- Areas of good practice;
- Areas of inefficiency and ineffectiveness;
- Areas of inconsistency in practice; and
- Recommendations for improvement.
- Have a Quality Assurance Programme that is aligned to your corporate strategy
- Improve employee productivity
- Improve employee satisfaction
- Lead to increased customer satisfaction
By conducting a Quality Assurance Diagnostic Review your organisation will:
Quality Assurance Skills Assessment and Training Programme
Fifth Quadrant have partnered with The Call Center School to combine our skills and knowledge in the area of Quality Assurance to bring you the best Quality Assurance Course on the market. The course teaches best practice quality assurance techniques. We offer both public and private courses. Private courses can be customised to meet your needs ensuring that your quality programme drives the correct behaviours, increases productivity, improves customer satisfaction and leads to better staff engagement.
Feedback from past attendees:
“The content was very relevant and extremely helpful.”
“The course was very interactive with a lot of pointers to improve our existing programme.”
For more information contact us: info@fifthquadrant.com.au or Tel: 02 9927 3339.
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