Quality assurance is essential to every business, regardless of which industry it operates in. However, it can be difficult to assess the quality of your customer service when you have a company to run. This is why Indox offers customer service quality assurance as an outsourcing service, so that you can hand over the responsibility and concentrate on the day-to-day operations of your business.
What is quality assurance?
At Indox, we offer call centre and customer service quality assurance to our clients. This means that we ensure that your customer service team is operating at a high standard. Our quality assurance plan includes taking a sample of your staff’s interaction with customers and analysing it according to a set of predetermined criteria.
The criteria involved in our quality assurance plan includes the following:
- Whether the customer service representative follows necessary processes and offers the customer the correct information.
- If data is being captured accurately.
- The interpersonal skills of the customer service representative.
- How long each interaction takes until a solution is reached or a sale is made.
- Any potential negative outcome for the client after the interaction has been concluded.
Why hire Indox for customer service quality assurance?
- We are well-versed in the latest methods of quality assurance monitoring and can ensure current best practices are being used.
- Hiring an internal call centre quality assurance team can be costly, especially when the team members require regular training which the company needs to provide and pay for.
- With Indox, you know that we have quality assurance processes already in place and you can hand over the task without overseeing or managing the project yourself.
What is the difference between quality assurance and quality control?
Quality assurance is a process that assesses all aspects relating to a product or a service. In this case, Indox would do an audit of your customer service representatives and their interactions with customers. At the end, our clients receive feedback and reports on the audit.
Quality control, on the other hand, is about controlling the production of goods or the processes involved in a service to ensure quality. This takes place during the developmental phase of production of goods or provision of services.
In essence, quality assurance is based on regular audits, whereas quality control is a process that continuously takes place. We find that, while quality control is best done internally in an organisation, external consultants like Indox are best suited to provide unbiased and objective quality assurance monitoring. We do this through reports and feedback on the quality of customer service in a business.