Doing Contact Center QA the Right Way

The Complete Guide to Call Center Quality Assurance

If you’re like most customer service team leaders, you already have a quality assurance (QA) program in place to monitor customer interactions with your team and ensure your agents are on track.

But not all QA programs are created equal.

In the following pages, we’ll take a look at some standard QA operating procedures that could be holding your service teams back. Then, we’ll explain how QA done right can help you manage your team in a more active, effective, and lucrative way.

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Motivate and Engage Your Agents with Stella Connect.

Motivate and Engage Your Agents

Capture agent-level performance insights after every service interaction through humanized and gamified feedback requests that generate response rates up to 50%.

Feedback is shared directly with agents via real-time streams, keeping them motivated throughout their day.

Supercharge Coaching and QA

High volumes of agent-level performance insights enable your team leaders to deliver positive reinforcement and in-the-moment micro-coaching.

QA teams can use the feedback to prioritize agents that need the most help and identify specific interactions to review.

Supercharge Coaching and QA with Stella Connect.
Turnkey Integrations

Turnkey Integrations

Turnkey integrations with all major contact center CRM and ticketing systems ensure you can unlock all the value with no interruption to agent workflow.

Humanize your Service

Humanize your Service

Including a picture and bio of agents in your feedback requests humanize your brand and drive response rates 10x industry averages.

Transform Front-Line Engagement and Performance

Download our guide, Doing Contact Center QA the Right Way, for insight on how effective contact center QA can increase agent performance and customer satisfaction.

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