How Can Quality Assurance Lead to Excellent Customer Service?

Why should Customer Service organisations care about Quality Assurance (QA)?  

Working in a Customer Services environment may not naturally be associated with the robust processes of QA. Traditionally, QA has been used to maintain consistent standards for products or software, so how can it be applied to customer service? Can something that is so variable and full of nuances, like dealing with customers is, be ‘controlled’ or process driven?  

Quality Assurance, by definition, is a collection of processes that a company uses to ensure that products or services consistently meet standards. These principles are completely applicable to services and are particularly important in a customer support environment.  Having a well-integrated QA programme will enable organisations to deliver excellence to their customers as well as meet industry regulatory requirements.  

The benefits aren’t just limited to customers either, QA integration can help streamline workflows, reduce handling time, and improve KPIs across the board. It can also help identify any trends and customer insights that then feed into a continuous improvement cycle.  

A good Quality Assurance system can also support employees. Having clear guidelines and checklists, and the ability to identify where coaching and training needs are in real-time will improve performance, productivity, and engagement for your team.  

What can go wrong if you don’t get it right?

Without a well-designed QA process, businesses are at risk of giving their customers an inconsistent experience and potentially failing to meet regulatory standards.  

It’s not difficult for anyone to recall a personal experience of inconsistent customer service. Being transferred multiple times, to different agents, who each give out different information. It’s a frustrating experience and one that will leave a negative impression of the company in general. If it’s a recurrent problem, it could potentially lead to the loss of customers who take their business elsewhere.  

In short, getting QA wrong can significantly damage a company’s reputation and lead to customer churn.  

How we can help and why we’re different  

miPerform's QA feature – miQuality – is helping our customers deliver a cycle of continuous improvement in their operations, and set excellent standards of customer service.  

miQuality offers a range of unique features including:  

• Risk-based prioritisation and management  

• End-to-end customer journey measurement  

• Automated workflow for assessors and leaders  

• Automated notifications for feedback and follow-up  

• Integrated reporting into employee dashboards  

• Diagnostics and targeted interventions  

• Second-line assessments (check the checker)  

• Team calibration  

• Thematic reviews  

If you’d like to see efficiency improvements of up to 12%, or CSAT scores climbing by 25%, like our existing clients have done, get in touch, or book a free online demo with us.  

Find out more about our QA software solutions and how they can help customer satisfaction.  

“The system has been a valuable addition to our team and company, significantly improving the service we provide to our customers. It identifies the root cause of performance-related concerns, allowing individuals to address these issues effectively. As a result, the overall job satisfaction increases, enabling us to learn and develop continually in our roles while ensuring we meet customers' needs.” Emma, Ecotricity

‍