Published : October 11, 2021Managing a call center effectively requires balancing multiple elements: agent training, quality assurance, and performance analysis. You also have to adhere to call center best practices to improve sales conversions and improve satisfaction. The average customer satisfaction score (CSAT) for call centers in the U.S. is around 73%.
However, you can break the benchmark with CallHippo’s QA Agents. It allows you to improve your CSAT by assigning a dedicated call center quality assurance agent that reviews each interaction. But how does it work? And what QA best practices should you follow to enhance conversion rates? Let’s understand.
What Is Call Center Quality Assurance?
Call center quality assurance monitors, evaluates, and enhances agent performance and customer interactions. It assesses various communication channels against predetermined standards and key performance indicators (KPIs). QA aims to maintain service consistency, increase customer satisfaction, and drive ongoing improvements in call center operations.
Effective QA programs encompass call monitoring, performance feedback, coaching, training identification, and data analysis. This helps call centers improve customer service quality, recognize top performers, ensure regulatory compliance, and deliver superior customer experiences.
7 Call Center Quality Assurance Best Practices To Improve Sales Conversion Rate
Quality assurance best practices for call centers directly impact sales conversion rates and enhance customer experiences and agent performance. These seven strategies will help you build a high-performing call center that consistently meets sales targets while providing excellent service.
1. Improve Agent Performance Through Continuous Monitoring
Regular evaluation of agent interactions allows you to address issues quickly, ensuring top performance. For example, if an agent struggles with objection handling, you can provide targeted coaching based on call reviews. A robust quality assurance process should include,
- Listening to calls and scoring them against specific sales-focused criteria
- Monitoring screen activity for efficient system use and adherence to best practices
- Reviewing chat and email transcripts to ensure consistent, clear communication
- When agents know their performance is monitored and supported, they become more proactive in improving their sales skills.
2. Harness Speech Analytics for In-depth Insights
Speech analytics tools offer actionable insights that help identify trends and optimize performance. This ensures agents have the guidance they need to close deals more effectively. For example, if multiple customers mention confusion around product pricing, you can adjust your script or retrain agents to explain pricing more clearly. These tools allow you to,
- Uncover recurring customer pain points
- Identify script deviations that may hurt conversion rates
- Provide data-driven coaching based on performance patterns
- Improve first-call resolution by addressing issues immediately
3. Invest in Trusted Call Center Software with QA Features
Your contact center quality assurance software can directly impact how well your agents perform. For example, using a platform that integrates speech analytics and auto-dialers can reduce idle time and increase productive calls. When choosing software, look for features like:
- Auto-dialers that minimize wait times and increase talk time
- Real-time performance tracking to offer instant feedback
- Advanced call analytics to monitor sales techniques
- Voicemail drop to automate sending pre-recorded messages directly to voicemail inboxes
For instance, CallHippo Business Phone System offers these features along with a QA agent tool that allows you to ensure the quality of each customer interaction.
4. Implement Regular Call Calibration Sessions
Calibration ensures that all evaluators assess agent performance consistently, which directly impacts sales. For instance, during a calibration session, you might find that certain successful sales techniques are overlooked in standard evaluations. Regular sessions allow your team to,
- Review calls from both successful and missed sales
- Align evaluation criteria with sales goals
- Discuss effective techniques that lead to higher conversions
5. Implement an Omni-channel Quality Assurance Approach
Today, customers reach out across various channels, and they expect the service quality to remain consistent regardless of the medium. What this means is that a customer starting an interaction via chat should receive the same level of service when they switch to a phone call.
Here are three easy ways to implement an omnichannel QA approach.
- Monitor interactions across all channels (phone, email, chat)
- Ensure agents are trained to handle transitions between communication methods
- Maintain consistent service quality across every platform
6. Integrate Sales Metrics into QA Evaluations
Integrate sales metrics into your quality assurance process to help your agents balance call quality with closing deals. Focus on measuring key areas like conversion rates, objection handling, and upselling effectiveness. This not only connects performance improvements to sales results but also highlights which specific behaviors drive conversions.
7. Leverage Customer Feedback for QA Improvement
Customer feedback offers insights that internal evaluations may overlook. Post-call surveys, satisfaction scores, and categorized complaints provide a clearer view of customer experiences. Incorporate this feedback into your QA process to align agent performance with customer expectations and enhance both service quality and conversion rates.
How to Implement a Robust Call Center Quality Assurance Program?
To truly excel in customer service and drive sales, it’s crucial to develop a comprehensive call center quality assurance program. A well-designed call center QA process integrates all aspects of quality management, from call monitoring to agent training and continuous improvement.
An effective contact center quality assurance framework typically includes,
- Clear quality standards and expectations
- Regular call monitoring and evaluation
- Performance scoring based on predefined criteria
- Feedback and coaching sessions
- Ongoing training and skill development
- Data analysis and reporting
- Continuous improvement initiatives
: 10 Ways to Improve Your Call Quality Monitoring ProcessIntroducing the QA Agent for Call Center Quality Assurance at CallHippo
A QA Agent is an exclusive, free role for CallHippo users that enables team members to audit call recordings and logs and ensure service standards are met. It empowers teams to identify and resolve call quality assurance issues quickly, monitor script adherence accurately, and flag compliance violations before they escalate. This helps correct miscommunication right after calls and prevent repeat mistakes while identifying knowledge gaps for targeted training.
The benefits of implementing the QA Agent extend beyond immediate issue resolution. It fosters a culture of continuous improvement by allowing teams to learn from every interaction. Additionally, you can create a library of real call examples by extracting best practices from high-performing calls that serve as effective training resources.
How Do QA Agents Monitor and Analyze Calls in CallHippo?
As a QA agent, you can improve how your team handles calls and increase conversions. CallHippo’s features empower you to monitor, analyze, and improve call quality. Let’s walk through how to get started with CallHippo’s QA agent.
Step 1: Sign in to your CallHippo account.
Step 2: Click on “Users” in the left side tab, then select “Invite User.”
Step 3: Add the new QA agent’s email address, set their user role to “Quality Analyst,” and specify who they will report to.
And you’re done. You can repeat the process to add more quality analysts.
As a QA agent in CallHippo, you can use real-time call monitoring to provide immediate feedback and support to your team. This allows you to listen in on live conversations and assist agents in providing better support via Call Whisper.
Additionally, you can analyze detailed call logs along with call recordings to identify areas for improvement, such as adherence to scripts, handling of objections, or tone of voice. You can then use this insight to offer timely guidance and ensure that customer service agents deliver consistently high-quality interactions.
: Call Center Quality Management System: Everything You need to KnowWrapping Up
Quality assurance agents monitor interactions, provide valuable feedback, and identify opportunities for training and process refinement. A robust QA process helps maintain service consistency, boost sales conversions, and elevate overall customer experience.
CallHippo’s QA Agent feature allows you to enhance these benefits significantly. It empowers your team with real-time call monitoring and detailed recording analysis coupled with call whisper features. Implement effective quality management contact center strategies and deliver superior customer experiences while achieving higher sales targets with CallHippo!
Updated : November 19, 2024
Paras Kela brings a wealth of IT knowledge to his writing, with a strong focus on technical content. In recent years, he has specialized in virtual telephony solutions, creating clear and insightful content. His passion for technology, experience in the IT field, and dedication to learning new trends make complex topics easy to understand.
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