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Generally speaking, quality assurance establishes and maintains set requirements for developing or manufacturing reliable products. Quality assurance aims to increase customer confidence and your company's credibility while improving work processes and efficiency in the most fluid manner. Quality assurance is all about delivering the final product or service on time and within budget, enabling your company to better compete with others and going the extra mile in customer interaction.
Quality assurance system standards, including ISO 9001, are well-defined as frameworks that offer guidelines to companies to ensure that their work process, inputs, products, and services are capable of meeting every customer's needs. Examples of such activities include checklists, process standards, documentation, process auditing, and, most importantly, reporting.
Reporting is critical in reducing customer experience mistakes and other errors that could occur internally. Quality reports account for information related to the quality of a product or process. They acts as a quality indicator.
Five main quality assurance reports for customer-facing teams are fundamental for the quality assurance process:
1. Employee Assessment report:
When evaluating your agents, it is essential to have several measuring metrics contributing to the overall scoring of customer interaction. The latter demonstrates a better understanding of your agents' service and recognizes where issues might underlie, giving you more insight into employees' performance as they interact with customers across phone calls and live chat conversations.
2. Employee Failure report:
Mistakes are common and only human, coming from new employees or managers. And mistakes usually come at a high cost, so ensuring they are correctly recorded for quality assurance reports is vital. This enables data analysis and, with proper management, can lead to tailored measures to prevent future similar mistakes.
3. Response Time report:
A time response report is a data collection tool to help you understand how long your team is taking to assist a customer or how long your customer is left unattended. Time is significant in guaranteeing better customer experiences.
4. Response Quality report:
Just as time is primary in responding to your customers, so is the quality of response you provide your client with. A positive experience results in three times more customer loyalty than a negative experience. Measuring different metrics that cover how your employee greeted the client, how quickly the problem was resolved, and how sympathetic the response was is all crucial in guaranteeing good quality assurance.
5. Efficiency report:
As the name suggests, efficiency report measures how effective and efficient your employee service is. In addition, this report quantifies how much your agents are improving because of their training or customer satisfaction comments …
Consumers always look for more personalized experiences, practical solutions, and reliable multi-channel communication. All this is possible through in-depth quality assurance reporting and data.
Andreas Springer _Actonic_