Benchmark your Quality Assurance with our 'QA Impact Scorecard'
Quality Assurance Tool

In today’s fast-paced business environment, contact centres are often the first point of contact between customers and a company. As such, its vital that contact centres provide a high level of service to customers to ensure customer satisfaction and loyalty. This is where quality and compliance checks come into play. 


Why are they Essential? 

Quality and compliance checks are a must-have in contact centres. They help to ensure that customer service representatives are providing high-quality service and adhering to company policies and industry regulations. Quality and compliance checks involve a thorough review of customer interactions, including phone calls, chats, and emails, to ensure that customer service representatives are meeting company standards and providing a consistent level of service. 

 
What are the benefits of Quality Audits? 

One of the primary benefits of quality and compliance checks is the ability to identify areas for improvement. By analysing customer interactions, contact centre managers or quality teams can identify trends and patterns in customer issues and concerns. This information can be used to develop training programs and improve processes, ultimately leading to a better customer experience.

Quality and compliance checks also help to ensure that customer service representatives are following company policies and industry regulations. This is particularly important in industries such as healthcare and finance, where strict regulations are in place to protect customer privacy and security. 

 
How Can I Start Quality Auditing? 

But how do quality and compliance checks work in practice? Typically, contact centre managers will review a sample of customer interactions to evaluate the quality of service provided by customer service representatives. This can include factors such as tone of voice, resolution time, and accuracy of information provided.

Compliance checks, on the other hand, focus on ensuring that customer service representatives are following company policies and industry regulations. This can include verifying that customer information is being handled securely, that customer privacy is being respected, and that industry regulations such as HIPAA and PCI-DSS are being adhered to. 

In most cases, this will be documented via a scorecard created in a spreadsheet, with a process built to ensure the scorecards are discussed with the employee via coaching or training sentences. 

 

How can I Elevate my QA Process? 

Traditionally, organizations assess around 2-4% of support interactions, which doesn’t truly reflect the quality of your support. Reviewing processes solely performed by humans can also lead to bias and errors. 

At In-gage, we reduce these complexities by bringing the QA process within Salesforce with A.I. Automation. Our technology identifies all compliance risks in real-time, scores interactions based on emotions, provides intuitive scorecards, and offers live reporting; all inside of Salesforce! 

Our AI-driven quality auditing and compliance checks streamline QA processes and boost productivity by highlighting skill/process gaps, flagging risks and increasing the audit sample sizes.  

Benchmark your Quality Assurance Process

with our QA Impact Scorecard


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