What Is QA and Why Does It Matter? Related Articles Elevating Customer Satisfaction With BPO QA Essentials Case Study: CLICKD Solutions Improves QA What Is Quality Assurance and Why Does It Matter? Mastering Contact Centre Quality Assurance 365 Filed under - Video, Chris Mounce, EvaluAgent, Quality, Videos In this video, Chris Mounce at EvaluAgent defines quality assurance and explains why it matters. What Is Quality Assurance and Why Does It Matter? Think about the thousands of conversations that are happening between customers and agents, and what do we actually know about those conversations? You know, how would you rate them? What are the great ones? What are the good ones, or frankly the awful ones? Chris Mounce The thing is, it’s important to know, because every poorly handled conversation presents risk to the business. So to answer that question, we evaluate the quality of enough conversations against pre-set scoring criteria and then present the results and a report. And this is in essence quality assurance. With thanks to Chris Mounce at EvaluAgent for contributing to this video If you are looking for more great insights from the experts, check out these videos next: Agent Performance Tracking and the Best Metrics Making Customer Journey Mapping Come Alive Using ChatGPT in Customer Service Getting Started With Using Unstructured VoC Data Author: Chris Mounce Reviewed by: Robyn Coppell Published On: 18th Sep 2023 - Last modified: 20th Nov 2023 Read more about - Video, Chris Mounce, EvaluAgent, Quality, Videos Recommended Articles Elevating Customer Satisfaction With BPO QA Essentials Case Study: CLICKD Solutions Improves QA What Is Quality Assurance and Why Does It Matter? Mastering Contact Centre Quality Assurance Related Reports White Paper: Voice in a Multichannel World White Paper: Artificial Intelligence - Its Place in the Contact Center White Paper: Consumer Duty Compliance Through Effective QA Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter