What Is QA and Why Does It Matter?


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 at EvaluAgent
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:

Author: Chris Mounce
Reviewed by: Robyn Coppell

Published On: 18th Sep 2023 - Last modified: 20th Nov 2023
Read more about - Video, , , ,

Follow Us on LinkedIn

Recommended Articles

Quality Assurance and Quality Control Concept with hands raised in the air and QA icons
Elevating Customer Satisfaction With BPO QA Essentials
QA checkmark with stars - quality control concept
Case Study: CLICKD Solutions Improves QA
Quality concept with stamp in office
What Is Quality Assurance and Why Does It Matter?
A quality concept with QUALITY stamp being used
Mastering Contact Centre Quality Assurance