How to Do Quality Assurance for Customer Service in 4 steps (Tips and Best Practices)

Thinking about doing Quality Assurance for your customer service team? Here, we explain how to do QA for customer support in 4 steps.

We’re also launching an ebook with all you need to know about Quality Assurance for customer service, including why it’s vital for getting happy customers. We also review the QA technology tools on the market. Find it here: https://bit.ly/QAprogram

But first: what is customer service quality assurance? It’s a way to measure aspects of performance that your helpdesk software doesn’t. Like: Are agents using the right brand voice? Are they empathetic?

Here’s how to do QA in 4 steps.

Step 1: IDENTIFY the issue you want to solve — Is it to improve CSAT? To check that agents are not disclosing sensitive personal information? This will guide your overall plan.

Step 2: Decide the RESOURCES you can allocate to QA. At Peak Support, we recommend analyzing at least 5 tickets per agent per month; more is better. We would typically budget 5-10 min per audit, including feedback. But it’s possible to do an audit in two minutes, depending on what you’re reviewing.

Step 3: Make a SCORECARD of the quality metrics that you want to judge. It can include questions like: did the agent give accurate information? Did she use appropriate tools?

Step 4 - APPOINT a team lead or QA agent to randomly select tickets and score them. Use multiple analysts to score each ticket, to ensure accuracy.

In upcoming videos we’ll talk about how QA can improve a company’s profitability, and tech tools to help you do it.

See you next time!

Download the ebook linked above, visit us at https://www.peaksupport.io/, or call us at 866-620-5538 to learn more.