As a customer support manager, you already know how important Quality Assurance (QA) is. It's like the heart of a call centre, making sure everything is running smoothly and your customers are getting the best service possible.
QA is all about checking the interactions between your team and your customers. Usually QA involves looking at phone calls, emails, and chats to make sure your team is on top of its game.
To measure how well the team is doing, QA uses performance metrics. These are like a report card, telling you how quickly problems get solved, how long each call takes, and if your customers are satisfied.
To do this effectively, you'll usually need specialised software
to keep an eye on everything and report back to you exactly what is going on with your team and the level of customer satisfaction.