Eighty-eight percent of service leaders say their current quality assurance (QA) processes are ineffective and rarely match up to the customer view of quality. With contact centers fundamentally shifting their focus from productivity to quality, organizations and reps alike are under increasing pressure to prioritize service quality, not productivity, despite budget constraints.
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Modernizing Quality Assurance
Aligning organizational views on quality to customers expectations
Improve Quality Assurance Processes
Modernize Quality Assurance
To keep up with a more complex world of customer service, companies should modernize the way they evaluate their reps. Rather than holding reps accountable to strict checklists of behaviors, companies need to create flexible, competency-based guidance that allows reps to deliver personalized customer service.
Quality Assurance Insights
Gartner’s research, tools, events and training help service and support leaders develop a flexible QA framework, gather voice of customer for QA evaluations, evaluate calls internally, and conduct quality assurance trend analysis to reinvent QA and fundamentally improve the quality of the customer service experience.
Improve QA through technology
Service leaders are not impressed by the voice of the customer (VoC) tools, which struggle to understand the nuances of language; however, there is potential for the tools to be used to improve quality assurance.
Where does QA fit into your customer roadmap?
Read our interview with Michael Hadden, VP of Customer Service at E*TRADE, regarding the key elements of his innovative customer service roadmap, which is designed to optimize his function’s performance.
Current and Future Technologies in Customer Service
Watch this webinar replay as Gartner experts Sarah Dibble and Lauren Villeneuve further explore the most important technologies for today’s customer service function and for future performance.
Questions about becoming a Gartner client?
How Gartner helps Service Leaders with Quality Assurance
Gartner Quality Assurance Case Studies
Testimonial
How do we help contact centers improve their QA processes?
Kevin Babb, Vice President, National Cancer Information Center, American Cancer Society, explains how Gartner helped them successfully restructure a QA process that has stood the test of time.
Gartner works with customer service and support leaders from 450+ organizations worldwide
This network lets us deliver an unparalleled perspective on trends, opportunities and best-practice solutions.