Contact Center Quality Assurance Statistics


Steve Goldstein
Steve Goldstein
Business Formation Expert
Steve Goldstein runs LLCBuddy, helping entrepreneurs set up their LLCs easily. He offers clear guides, articles, and FAQs to simplify the process. His team keeps everything accurate and current, focusing on state rules, registered agents, and compliance. Steve’s passion for helping businesses grow makes LLCBuddy a go-to resource for starting and managing an LLC.

All Posts by Steve Goldstein →
Business Formation Expert  |   Fact Checked by Editorial Staff
Last updated: 
LLCBuddy™ offers informative content for educational purposes only, not as a substitute for professional legal or tax advice. We may earn commissions if you use the services we recommend on this site.
At LLCBuddy, we don't just offer information; we provide a curated experience backed by extensive research and expertise. Led by Steve Goldstein, a seasoned expert in the LLC formation sector, our platform is built on years of hands-on experience and a deep understanding of the nuances involved in establishing and running an LLC. We've navigated the intricacies of the industry, sifted through the complexities, and packaged our knowledge into a comprehensive, user-friendly guide. Our commitment is to empower you with reliable, up-to-date, and actionable insights, ensuring you make informed decisions. With LLCBuddy, you're not just getting a tutorial; you're gaining a trustworthy partner for your entrepreneurial journey.

Contact Center Quality Assurance Statistics 2023: Facts about Contact Center Quality Assurance outlines the context of what’s happening in the tech world.

LLCBuddy editorial team did hours of research, collected all important statistics on Contact Center Quality Assurance, and shared those on this page. Our editorial team proofread these to make the data as accurate as possible. We believe you don’t need to check any other resources on the web for the same. You should get everything here only 🙂

Are you planning to form an LLC? Maybe for educational purposes, business research, or personal curiosity, whatever the reason is – it’s always a good idea to gather more information about tech topics like this.

How much of an impact will Contact Center Quality Assurance Statistics have on your day-to-day? or the day-to-day of your LLC Business? How much does it matter directly or indirectly? You should get answers to all your questions here.

Please read the page carefully and don’t miss any words.

Top Contact Center Quality Assurance Statistics 2023

☰ Use “CTRL+F” to quickly find statistics. There are total 39 Contact Center Quality Assurance Statistics on this page 🙂

Contact Center Quality Assurance “Latest” Statistics

  • According to Time Doctor, 91% of consumers reported poor customer service in 2021.[1]
  • According to a NewVantage 2022 report, 91% of large companies planned to increase investments in big data analytics and AI.[1]
  • According to GetFeedback’s 2022 Report, 73% of professionals have increased their efforts to deliver personalized customer experiences since COVID-19.[1]
  • Nearly 80% of consumers say they would speak to a machine to avoid long wait times.[1]
  • Omnichannel self-service is set to become a priority for the future of call centers. 40% of organizations have increased their use of self-service IVR software.[1]
  • According to Lead Desk, about 30% of contact centers have used interaction analytics, and another 35% aim to do so in the future.[1]
  • Call recording is not seen as being particularly useful for accelerating the QA process by more than 25% of contact centers that employ a manual procedure.[1]
  • Companies can analyze 100% of their contacts thanks to analytics driven QM, which gives them complete visibility into their interactions.[2]
  • According to observe.ai, 50% of contact center managers found that agents were requesting more management direction this year than they had previous.[3]
  • 60% of contact centers anticipate that keeping up with quickly changing technology will be their biggest issue as they get ready for the future.[3]
  • 63% of contact centers have a hybrid operating model, where some employees work onsite and others do so remotely.[3]
  • According to Scorebuddy, take an alternative approach in collecting contact center data, one that is 100% focused on generating value and giving a complete and true image of performance.[4]

Contact Center Quality Assurance “Center” Statistics

  • 85% of contact centers say they struggle to find the time for quality assurance, and 61% say that insufficient technology is a barrier to their QA success.[1]
  • According to polls from ContactBabel, 45% of contact centers think QA is extremely good for tracking agent performance and training needs, while 40% think it’s very effective.[1]
  • According to ContactBabel’s Contact Center Decision-Makers’ Guide 2019–20, over 90% of contact centers that do QA considered quality assurance very effective or fairly effective in improving the quality of inbound calls.[1]
  • According to QATC, the center is successfully retaining excellent employees, with just 5% of the top performers quitting.[5]
  • 85% of respondents believe that contact center will eventually shift from being a cost center to a revenue generator.[3]
  • 35% of contact centers are making investments in agent analytics, the implementation of which is given top priority.[3]

Contact Center Quality Assurance “Sum” Statistics

  • According to nextiva, studies show that 89% of consumers have switched to a competitor after a single bad experience.[6]
  • According to Time Doctor, 49% of call and contact centers now consider employee satisfaction as a top five KPI after customer satisfaction, response time, and quality assurance.[1]
  • According to Time Doctor, 44% of people report being annoyed or irritated when kept on hold for 5 to 15 minutes.[1]

Contact Center Quality Assurance “Quality” Statistics

  • According to Kaizo, 93% of consumers are more likely to make repeat purchases at companies with excellent customer service.[7]
  • In the UK, 25% haven’t even attempted to use quality assurance in strategic company changes, and 30% even see it as useless.[1]
  • Most contact centers, or 85%, want to upgrade or replace their quality assurance automation systems.[3]
  • The bulk of 77% in a remote location, indicating areas for development, presently struggle to maintain compliance and 87% have trouble assuring quality assurance.[3]

Contact Center Quality Assurance “Assurance” Statistics

  • 55% of contact centers believe quality assurance is useful in enhancing the firm as a whole is also noteworthy.[1]
  • A contact center may automate the quality process by using speech analytics to ensure that 100% of calls are examined and determined to be the most relevant calls for quality assurance.[2]
  • There is room for improvement since 87% of respondents presently find it challenging to provide quality assurance and 77% struggle to maintain compliance in a remote situation, according to observe.ai.[3]
  • In the future, contact centers aim to employ analytics across all categories, but particularly in quality assurance operations (anticipated usage 61%) and customer experience (estimated use 61%).[3]

Contact Center Quality Assurance “Other” Statistics

  • According to research by Nextiva, 86% of customers are willing to pay more for a great experience. However, 67% of customer churn is preventable if you can resolve issues right away.[6]
  • With the help of CallMiner Eureka, a company was able to manage a 12% increase in calls without adding additional agents.[8]
  • With Kaizo’s integrated software, complicated spreadsheets will be lessen and can improve service quality after 3 months by 11%.[7]
  • Even emails had to settle for effectiveness rates of approximately 60% for outbound calls, which fell to around 50%, according to LeadDesk.[1]
  • Only 15% of the poor performers leave the company, compared to the top quarter’s turnover rate of over 30%.[5]
  • 29% of leaders utilize AI for real time speech transcription, 23% for sentiment analysis, and 19% for natural language processing.[3]
  • Analytics are essential for evaluating customer experience (59%) and agent performance (55%).[3]
  • To provide more advice, 57% of executives prioritize more individualized mentoring and assistance, while 58% of leaders engage agents in more frequent dialogues.[3]
  • Opinions vary about the compliance technology’s existing capacity to assure compliance in a remote setting, despite the fact that the majority, 68%, are quite happy with it.[3]
  • According to Playvox, 86% of customers say they are willing to pay more for a good customer experience.[3]

Also Read

How Useful is Contact Center Quality Assurance

One of the primary reasons why contact center quality assurance is crucial is because it helps organizations maintain consistency in customer service. By implementing standardized processes and protocols, businesses can ensure that every interaction with a customer reflects their brand values and meets customer expectations. Consistency instills trust and loyalty among customers and can ultimately lead to repeat business and customer referrals.

Quality assurance also plays a significant role in identifying areas for improvement within the contact center. By analyzing performance metrics, businesses can pinpoint specific pain points or trends that may be negatively impacting the customer experience. This information allows organizations to take proactive measures to address issues before they escalate, leading to a more efficient and effective operation.

Another benefit of contact center quality assurance is its role in employee development and training. By providing agents with feedback and coaching based on their interactions, businesses can help employees improve their communication skills, problem-solving abilities, and overall performance. This not only contributes to a more satisfied and engaged workforce but also translates into better service for customers.

Moreover, quality assurance can serve as a valuable tool for compliance and risk management. By ensuring that agents are following regulatory guidelines and company policies, businesses can mitigate the risk of costly fines or legal issues. Quality assurance helps to maintain a culture of accountability and professionalism within the contact center, promoting adherence to standards and regulations.

Additionally, quality assurance can provide businesses with valuable insights into customer preferences and trends. By analyzing patterns in customer interactions, businesses can gain a deeper understanding of their target audience and tailor their services accordingly. This customer-centric approach can help businesses anticipate and meet customer needs, leading to increased satisfaction and loyalty.

Ultimately, contact center quality assurance is a strategic investment that can yield significant returns for businesses. By prioritizing customer satisfaction, efficiency, compliance, employee development, and market intelligence, organizations can create a competitive advantage in today’s fast-paced business landscape. Quality assurance is not just a box to be checked; it is a fundamental component of a successful customer service strategy that can drive growth and success for businesses of all sizes.

Reference

  1. leaddesk – https://leaddesk.com/blog/ultimate-guide-to-contact-center-quality-assurance/
  2. calabrio – https://www.calabrio.com/wfo/quality-management/
  3. observe – https://www.observe.ai/blog/13-quality-management-statistics-that-paint-a-picture-of-the-post-pandemic-contact-center
  4. scorebuddyqa – https://www.scorebuddyqa.com/blog/use-data-to-improve-call-center-quality-assurance
  5. qatc – https://qatc.org/winter-2015-connection/exploring-call-center-turnover-numbers/
  6. nextiva – https://www.nextiva.com/blog/call-center-quality-assurance.html
  7. kaizo – https://kaizo.com/blog/call-center-quality-qa-framework/
  8. callminer – https://callminer.com/blog/qa-metrics-examples-qa-metrics-call-centers-aligning-metrics-goals-best-practices

Leave a Comment