Choosing Your Quality Assurance Firm

It’s no secret that the call center industry is booming. In fact, according to the International Telecommunication Union (ITU), the global call center market will reach $42 billion by 2021! And as the demand for call center services continues to grow, so too does the demand for quality assurance (QA) firms.

So, how do you choose which QA firm to hire? You can also choose Call Center QA or Quality Assurance for Call Centers at Callcriteria.

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Here are four things to consider. 

1. Size and Scope of Services

First and foremost, you want to make sure that the QA firm you hire has the size and scope of services needed for your specific business needs. Some firms specialize in a certain type of testing or QA process, while others may have broader capabilities. Make sure to ask about their specific capabilities and how they can help your business. 

2. Experience and Expertise

Next, consider the experience and expertise of the QA firm you’re considering. Ask if they have experience working with your kind of business and what kinds of tests they’ve conducted in the past. It’s also important to look for certifications and other awards they may have earned in their field. 

3. Pricing and Terms of ServiceNext, it’s important to check the company’s pricing and services’ terms of service. Most firms will provide you with an initial consultation for free or at a low cost.

However, if they charge you for the service, be sure to read the fine print very carefully to ensure that you are getting what you want out of their services. It’s also important to ask how long they plan on staying in your business before they move on and how many QA consultants they intend on hiring simultaneously.

4. Communication Next, it’s always good practice to establish a relationship with your QA firm through email or phone calls throughout their engagement period.

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