Quality assurance (QA) delivers and maintains the exceptional standards that we aim achieve. It applies to all agents equally and is a part of training.
QA is done weekly to catch potential issues early on and provide assistance for growth and development, featuring metrics such as user experience, individuality, tone, resources, adaptability, grammar, spelling and punctuation.
Weekly stats emails are essential for improving and sustaining an agent’s chat skills and ensure agents are working towards set targets.
The emails provide stats on conversion, missed sales, response times, satisfaction and rating, as well as focal points for the week ahead, general comments and feedback, positive comments by chat users and 4 QA chats are chosen.