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Building a Repeatable Call QA process
Creating a QA Framework Creating a solid QA framework has three parts: To start, we always suggest that you answer these four questions: Best Practices for a Repeatable Call QA Process Standardization of processes Automation Ensure all channels are being monitored Let agents dispute bad scores QA software should work for you, not against you
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Outsourcing Contact Centers Q&A: Everything you need to know
Background on Outsourcing Modern technology has made it easier than ever to outsource contact centers when companies are looking to offload costs. If you’re interested in potentially moving your contact center offshore, you’ll probably have a lot of questions you need answered before you feel confident doing so. At The Cattalyst, we’ve spent more than…
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Give Your Customer Service Team Your Attention (Plus QA Hacks)
Customer service is not a revenue-generating arm of most businesses. Therefore, the attention remains on cutting costs and becoming more efficient. Not necessarily giving customer service teams the resources or agents they need to be the most effective. However, customer service is a critical aspect of any business, as it helps to ensure customer satisfaction…
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Call Scorecards and QA: Why they should never be fully automated
With Abstrakt, we originally thought that it should fully automate call scorecards, quality assurance, and call reviews. With the evolution of technology (especially in 2023), automation is all around us. We are partially right. Let’s explain why. Automation has a place, but also why we believe there will always be a human element – at…
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Why You Should Be Automating Quality Assurance with AI
Quality assurance (QA) is a critical component No matter what call center, insurance company, or financial services institution you’re a part of quality assurance is critical. But it’s also time-consuming and repetitive work. Let’s explore how AI can help automate QA and improve your team’s efficiency. Most people immediately jump to the conclusion that artificial…
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Measuring and Improving QA scores
QA scores are important to contact centers because they … There are multiple factors that go into improving QA scores – one small change isn’t going to make a big difference. But changing too much isn’t going to change either. There is a balance in how you …