First and foremost, you need to establish clear quality standards and metrics so you have something to aim for. This could mean KPIs like average handle time (AHT), first contact resolution (FCR), and customer satisfaction (CSAT), but it can differ depending on specific organizational goals.
Then, you’ll want to develop a solid QA process so you can monitor customer service standards, agent performance, interaction quality, and more. This will help you empower agents by identifying the areas where they’re falling short and then giving timely, relevant feedback so they know what they need to do better next time.
With the right QA process in place, and the support of purpose-built software, you can leverage your quality assurance data to establish a culture of continuous improvement.