Blog Post

Customer service QA basics: All you need to know + customer service quality assurance checklist

Customer service is an integral part of every business. Quality and professional assistance can contribute to the overall customer satisfaction, create a positive brand image, help retain customers, and attract a broad audience to a company. Customer service quality assurance is something that can help businesses make sure they provide top-notch client assistance and improve their practices in order to treat customers in the best way possible, increasing satisfaction rate and making them happy with products and services.

What Is QA Customer Service?

Customer quality assurance is a process of delivering and maintaining the best customer service standards, along with evaluating agents and resolution practices. This process can help a team identify malfunctions, areas for growth, improve customer experience, and provide even better assistance.

How is QA Customer Service Assessed?

Customer service has to be monitored and assessed by a QA specialist who can distribute QA scores to customer support representatives based on their performance. When monitoring QA, it’s important to take into account main customer metrics such as average response time, satisfaction rate, handling time, etc. In addition, a QA specialist can evaluate a sample of interaction with a customer to measure the overall professionalism (helpfulness, communication skills, grammar, emotional intelligence) according to a scorecard.

customer service quality assurance

Tips for Quality Assurance Customer Service

1. How Many Tickets to Review?

There is no need to review all tickets as it will take way to much time. Reviewing only 10% of all tickets will be more than enough to evaluate the performance of the customer support team and define weaknesses to eliminate them in the future. It’s integral to pay attention to complex and critical cases. However, it’s possible to check out more tickets from the main customers to make sure they receive impeccable assistance.

2. How Often to Review Tickets?

Each company can define the frequency of QA reviews that aligns with business goals. On average, reviewing customer service will be recommended at the end of each month to maintain the high quality of support.

3. Analyze Data

When all the data for reviews are gathered, they must be analyzed. After distributing scores, it will be possible to see and evaluate the performance of a particular agent as well as the overall team score.

4. Hire a Professional from outsourced call center

Hiring a QA manager will be required to ensure the best quality assurance practices that will result in impeccable customer service. One of the common practices is to let a manager work as a customer support representative for some time to better understand clients. Main skills to consider before hiring a professional are language and communication skills, empathy, emotional intelligence, analytical skills, and logical thinking, as well as great leadership and managerial skills.

5. Use a Specialized Software

Using specialized software and automation tools will help a team save time and effort. It will be an effective and cost-effective solution for a team that only wants to introduce QA practices. In addition, it can help a QA specialist facilitate the workflow and assessment process.

Customer Service QA Checklist

The main thing to do is to come up with a unified script and tone of voice, define a score scale, review frequency and tickets quantity, as well as create weekly and monthly reports. To make the process even more productive, here is the basic customer service quality assurance checklist that will help evaluate the core aspects of a support team’s performance.

  1. Grammar and spelling
  2. Communication skills
  3. Emotional intelligence
  4. Product knowledge
  5. Effectiveness: 
  • Resolution of a customer’s issue
  • Helpfulness of explanation 
  • Accuracy of explanations

     6. Productivity:

  • Number of tickets solved
  • First response time
  • Average response time
  • Average resolution time
  • The highest number of simultaneous conversations handled

     7. Tonality:

  • Personalized approach
  • Positive welcome of a customer
  • Addressing customers by their name
  • Offering assistance and support right away
  • Using positive and direct language
  • Clear and concise explanations
  • Explanation of all actions taken to resolve the issue
  • Thanking a customer at the end of a conversation
  • Offering additional support

Summing It Up

Customer service QA is an essential aspect that can take client support to the next level, boost satisfaction rate, and build loyal and trustful relationships with customers. These practices should be implemented by each business that wants to achieve growth. With the customer service email QA checklist provided, it will be possible to evaluate and maintain the highest support quality on a daily basis with ease.

Let’s discuss your business model to find the best solution​