A cover page showing the floor manager educating two new employees on the do’s and don’ts - “Does Quality Assurance Matters?” as title for the blog

What is Quality Assurance and Why it matters when Outsourcing Your Business?


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What is Quality Assurance and Why it matters when Outsourcing Your Business?

You’ve probably heard a representative of a customer support center would say, “This call is being recorded or monitored for quality assurance purposes.” 


Although it would be simple to disregard this and continue making your call, has it ever caused you to stop and think – what does quality assurance mean in a contact center company? Also, how is a recording of your conversation with a customer support person used?

What is Quality Assurance?

Quality Assurance (QA) in call center services refers to evaluating and monitoring the performance of call center agents, processes, and systems to ensure customer service standards and customer satisfaction. The goal of QA in a call center environment is to identify areas for improvement, resolve issues and provide training and coaching to agents to improve their performance.


 Generally, BPO companies use several methods to maintain quality evaluation.

A cover page showing the floor manager educating two new employees on the do’s and don’ts - “Does Quality Assurance Matters?” as title for the blog

Call Monitoring

Contact centers in the Philippines require managers to record calls to assess agent performance and identify areas for improvement. Call monitoring in call center services refers to monitoring and evaluating phone conversations between call center agents and customers. 


The purpose of call monitoring is to ensure that the call center agents are providing high-quality customer service, adhering to company policies and procedures, and delivering effective and efficient support. 


Call monitoring, performed in real-time, allows the supervisor listens to the call as it’s happening or after it has been completed. Call monitoring can sometimes be done by using call recording software that allows supervisors to listen to recorded calls later. 


During call monitoring, supervisors will assess various factors, such as the agent’s tone of voice, listening skills, problem-solving ability, and adherence to scripts and guidelines. The results of call monitoring can be used to provide feedback and training to call center agents to help them improve their skills and provide better customer service. 

Customer Surveys

Customer surveys in call center services are tools used by call center organizations in the Philippines to gather customer feedback about their experiences and opinions on the services provided by the call center. These surveys aim to assess customer satisfaction, collect information about customer preferences, and identify areas for improvement in the call center’s services.


The surveys can be conducted in various forms, including phone calls, email, or web-based surveys. They usually consist of questions that customers are asked to answer, ranging from simple yes/no questions to more in-depth questions that require written responses.


The feedback collected from customer surveys is crucial in providing call centers valuable insights into customer experiences. Based on this feedback, call centers can identify trends and areas that need improvement, such as wait times, call handling procedures, and customer support quality.


Moreover, customer surveys help call centers to build and maintain strong customer relationships by demonstrating their commitment to providing high-quality services. The results of these surveys can also be used to recognize and reward call center agents who provide exceptional customer service.


In conclusion, customer surveys in call center services play an essential role in ensuring customer satisfaction and improving the overall quality of service the center provides.

Performance Metrics

Contact center supervisors evaluate their agent’s telemarketing or customer service skills through average call handling time, first call resolution rate, and customer satisfaction scores. Average Call Handling Time (ACHT) measures the amount of time an agent spends on a call, from start to finish. This metric helps organizations understand how efficiently agents handle calls and can identify areas for improvement in call flow or training. A lower ACHT is typically desirable, indicating that agents take calls quickly and effectively. 


First Call Resolution Rate (FCR) measures the percentage of calls resolved during the first interaction with the customer. This metric is a crucial indicator of customer satisfaction, as fixing an issue on the first call saves the customer time and reduces frustration. A higher FCR rate can also lower call volume and improve agent productivity. 


Customer Satisfaction Scores (CSAT) measure how satisfied customers are with the service they receive from a call center. For example, managers assess this metric through surveys, where customer service representatives ask their customers to rate their call experience on a scale from 1 to 10. A high CSAT score indicates that customers are happy with the service they receive. 



In contrast, a low score can indicate areas for improvement regarding training, processes, or the customer experience. These metrics, when analyzed together, can give a comprehensive picture of call center performance and help organizations identify areas for improvement. By focusing on improving ACHT, FCR, and CSAT, organizations can enhance the customer experience, increase agent productivity, and ultimately drive business success.

Quality Scoring

Evaluating call center representatives’ performances rely on specific performance elements, such as product knowledge, communication skills, and problem-solving abilities. Call center agents are the face of a company for many customers, and their performance can significantly impact customer satisfaction and loyalty. 


Scoring agents on specific performance elements allow for objective evaluation of their capabilities and help identify areas for improvement. Product knowledge is an essential aspect of a call center agent’s job. They must know the company’s products, services, and related industry information to answer customer questions and resolve issues effectively. Scoring agents on product knowledge help ensure they can provide accurate and timely information to customers. 


Communication skills are also critical in a call center setting. Agents must communicate effectively with customers, using proper grammar, tone, and language. Scoring agents on communication skills help evaluate their ability to provide a positive customer experience, even in challenging situations.


Problem-solving abilities are also critical to a call center agent’s role. They must quickly assess customer issues and find appropriate solutions, often under pressure. Scoring agents on problem-solving abilities help evaluate their ability to handle customer inquiries and resolve problems promptly and effectively. 


Scoring call center agents on specific performance elements such as product knowledge, communication skills, and problem-solving abilities provides valuable insights into their capabilities and helps identify areas for improvement. This information can be used to deliver targeted training and support, ultimately leading to improved customer satisfaction and better overall performance.


To conclude, by regularly conducting quality assessments, call centers can ensure that their agents provide high-quality customer service and continuously improve their performance. It can result in increased customer satisfaction, improved customer retention, and reduced operational costs.


Splace is a business process outsourcing company composed of highly trained, top-rated, experienced, talented, and dedicated Filipino professionals whose mission is to bridge the gap between global companies and their need for exceptional Filipino talent.

If you are interested in Splace’s Business Process Outsourcing Solutions,

Email: ceo@splacebpo.com or call us at 

US: +1 929 377 1049      CA: +1 778 653 5218     UK: +61 483 925 479     AU: +61 483 925 479     NZ: +64 9 801 1818    

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