Is Quality Assurance a must-have when it comes to Customer Service? As a business owner or manager, you’d probably be thinking if QA is really worth the investment since it just doesn’t end at hiring a QA specialist. Other than the customer service agents and the QA specialist, QA also involves the managers and team leaders committing to a set of customer support values and the structure for Quality Assurance.
The question now comes down to, is it truly worth the investment? At Koala Customer Care, we say YES! With over 30 years of being in customer service, we have come down to 5 big reasons why QA is important in customer service.
Quality Assurance Aligns Agents To Your Company Goals
The growth of a business lies in its satisfied customers. Apart from the good quality products or services, the customer service experience you deliver plays a major role in driving your business to success.
Bad customer service leads to unhappy customers, and it is not what you would ever want to have as a business owner. And it again brings the importance of customer support into focus.
When you provide contact points to the audience, it gets easier for them to connect to your company and get the information they need before buying a product or service.
Keeping the customers’ satisfaction on priority is what successful businesses do, and they do it by providing excellent customer servse.
Quality Assurance Boosts Agents’ Performance
An effective QA program opens up the opportunity to identify your agent’s weaknesses and strengths. Such evaluation will help devise the right training or coaching for agents whose stats fall short, as well as being able to devise an incentive program to reward agents who consistently give their best efforts. Ultimately, your company’s customer service department will develop the habit of pushing for a higher level of customer service.
You may also like: How to Create a Customer Service Quality Assurance Process.
Quality Assurance Upholds Customer Satisfaction
The growth of a business lies in its satisfied customers. Apart from the good quality products or services, the customer service experience you deliver plays a major role in driving your business to success.
Bad customer service leads to unhappy customers, and it is not what you would ever want to have as a business owner. And it again brings the importance of customer support into focus.
When you provide contact points to the audience, it gets easier for them to connect to your company and get the information they need before buying a product or service.
Keeping the customers’ satisfaction on priority is what successful businesses do, and they do it by providing excellent customer service.
Quality Assurance Improves Your Business’ Reputation
The reputation of your business is priceless. When your reputation is good, you continue to attract sales, keep your customer’s loyalty, and build business partnerships. More often than not, your customer service is the first and the last touch point of your brand. The quality of your customer service leaves an impact on your reputation.
When your customers are handled properly, they will speak good about your brand to their friends and family. If you’re lucky your customers will take it to social media or review sites to speak highly of their experience. In the event that you have a dissatisfied customer, your proper handling of customer service will save them from further damaging your brand. The quality of your Customer Service is key to your reputation.
Quality Assurance Saves Money
Yes it is true that having an effective QA means additional costs, but in the long run, an effective QA will actually save you money. Paying to improve your quality of customer service is better than fixing reputation threats.
Quality Assurance is like a ladder towards achieving excellent customer service. Establishing a process that promotes quality and addresses inefficiencies is vital for the success of the company and the people that make it.
When you hire us at Koala, Quality Assurance is already included in our package – whether you subscribe to our Pay Per Use or Dedicated Customer Care.
