Interacting with the contact center allows us to realize what the customer requires. They need their issue resolved, and they desire to be treated as a person, not a transaction. A Quality Assurance form looks at the correct behaviors and actions to create a correlation between your CSAT Scores and your QA Scores. Then you can identify which attributes correlate with one another and strengthen the correlation.
Ensuring your QA form is aligned to the customer experience will provide the closest possible correlation between your Quality scores and your CSAT scores. Making sure your Quality Program correlates to the customer experience is the foundation for building and developing a solid quality program within your contact center.
What can Insite Consultants do for your contact center? Read more on our consulting services and how our consultants can transform your operations.