Are you thinking about performing quality assurance for your customer service team? Here we explain how to perform customer support QA in 4 steps.

We're also launching an ebook with everything you need to know about customer service quality assurance, including why it's essential to achieving satisfied customers. We also review the QA technology tools on the market. You can find it here: https://bit.ly/QAprogram

But first, what is customer service quality assurance? It's a way to measure aspects of performance that your helpdesk software can't measure. Such as: are agents using the right brand voice? Are they empathetic?

Here's how to do QA in 4 steps.

Step 1: IDENTIFY the problem you want to solve: is this to improve the CSAT? To ensure that agents do not reveal sensitive personal information? This will guide your overall plan.

Step 2: Determine which RESOURCES you can allocate to QA. At Peak Support we recommend analyzing at least 5 tickets per agent per month; more is better. We normally budget 5-10 minutes per audit, including feedback. But it is possible to perform an audit in under two minutes, depending on what you are assessing.

Step 3: Create a SCORECARD of the quality metrics you want to assess. This may include questions such as: Did the officer provide accurate information? Did she use the right tools?

Step 4 – Assign a team lead or QA agent to randomly select tickets and score them. Use multiple analysts to score each ticket to ensure accuracy.

In the coming videos, we'll talk about how QA can improve a company's profitability, and the tech tools that can help you do this.

Until next time!

Download the ebook linked above, visit us at https://www.peaksupport.io/ or call us at 866-620-5538 for more information.

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