Quality is the key to the success of a calling agency. Offering high-quality products or services with a personalized experience to clients makes your company survive for the long term. Every cold-calling agency has its own development and growth strategy to ensure uninterrupted customer service. These strategies must include Quality Control (QC) and Quality Assurance (QA).

Are you confused about the differences between these two terms and their applications? Then you have landed in the right place. Understanding these differences is very important if you’re working on client-centric companies like call centers, sales and marketing, virtual assistants, etc.

This article quickly explains the significant differences between these two terms. We have also discussed essential tools and techniques for QA and CA. So, let’s begin with the definitions and gradually scroll down.

Call Center Quality Control (QC)

Call Center Quality Control involves monitoring and scoring current performance and coaching agents to continuously improve callers’ performance based on evolving customer requirements, enhance customer satisfaction, and improve operational efficiency.

Quality Control (QC) also refers to the institutional approaches taken by call center leaders to ensure service quality and on-time delivery. QC reduces potential risks associated with caller or agent performance,  positive customer experiences, or system gaps. 

Call Center Quality Assurance (QA)

Call center quality assurance (QA) means ensuring every customer interaction with callers reflects quality service standards. 

QA Management professionals review calls, chats, reviews, and other channels to ensure they comply with expected standards. This analysis helps the management panel tailor constructive feedback and train callers to maximize efficiency.

QC vs. QA in Call Centers: What’s the Difference?

QC focuses on delivering satisfying services to clients, while QA focuses on the caller’s performance to ensure they comply with quality standards while serving clients.

There might be some overlap between quality assurance process and quality control activities in a call center. Both QA and QC aim to ensure sustainable, high-quality service standards. However, the main difference between these two terms is their approach. Here is a comprehensive difference between quality control and quality assurance: 

Differential Items	Quality Control	Quality Assurance
Focus Area	Ensuring service quality, Identifying underlying causes and effects, Resolution Planning	Ensuring caller’s performance meets service industry standards and client’s quality requirements
Scope	Narrow tactics, informed decision-making, a tailored training module for callers, Employee development	Strategic approach. Revising the company’s quality checklists
Methods of Operation	Quality control methods include testing, service inspection, and customer feedback collection.	Call recording and monitoring, Quality audits, Employee performance scoring, and continuous training sessions.
In Charge/Concerns	Service managers, project managers, management panel, cross-functional groups	QA managers, team leaders, operations head

Exploring Tools and Techniques for Quality Control (QC) and Quality Assurance (QA)

Researchers say manual QC or QA includes only 1% to 3% of employee performance information. This ineffective QA strategy biases the training module and learning process. So, managerial personnel should utilize diverse tools to make data-driven decisions. 

Here, we will discuss seven potential business tools and techniques that can improve the performance of quality control and assurance efforts in robust call centers:

1. Flow Chart

A flow chart is a visualization tool representing the flow or sequence of a process. The process could be for information, task processes, people processes, material management, or decision-making. The main reason for using a flow chart is that it simplifies the complex process into simple visuals. Also, this chart gives a common understanding of the process in a digestible manner for all. 

2. Check Sheet

A check sheet is the most powerful tool to collect, organize, and analyze data. Data is vital for problem-solving and decision-making. Management can utilize check sheets to enter cold callers’ closing rates, call duration, etc. You should categorize data according to employee name, date, shift, etc. This will improve data accuracy and ensure high-quality decision-making.

3. Pareto Chart

The check sheet compiles all data into a single dashboard. This dashboard lists data that need further treatment for accurate decision-making, which is where the Pareto chart comes into play. 

It is a bar chart used to analyze the data according to the Pareto Principle developed by Vilfredo Pareto, known as the 80/20 rule. This means that 80% of the customer issues are due to 20% of root causes. Identifying and fixing vital causes will improve the caller’s efficiency by 80%.  

4. Cause and Effect Diagram

The Pareto chart helps us identify the root cause of reduced efficiency but does not explain why these issues are happening. At this point, you can use the cause-and-effect diagram to understand the reason.

The C&E diagram is a tool that showcases all potential factors contributing to the problem. The best practice in this diagram is to start with a well-written problem statement. With that, you can now work on potential factors that need thorough analysis. To derive an impactful solution from this diagram, you should embrace teamwork.

5. Scatter Plot

The scatter diagram is an essential statistical quality control tool for establishing a relationship between cause and effect. In this diagram, the X-axis represents the independent variable, and the Y-axis represents the response variables. 

This will help you to analyze the relationship between two or many variables using this XY scatter plot. After establishing the relationship, you can start working to find a feasible solution to resolve the problem. 

6. Control Chart

Walter A. Shewhart developed a control chart to determine the stability and efficiency of production or service over time. It has an upper control limit, a lower control limit, and an average centerline. The daily measured historical metrics are plotted into it, creating a zigzag line. 

From these points, you can monitor the quality of daily operations. This monitoring helps you identify issues and customize your training programs. 

7. Histogram

A histogram is a dynamic quality control tool that shows frequency distribution in bar graphs. It helps study low-performing areas and improve callers’ efficiency. QC/QA professionals use this tool to understand employees’ daily, weekly, or monthly efficiency. It also helps analyze and interpret valuable data regarding quality control measures. 

What are the Benefits of Effective QC and QA in Call Centers?

In this competitive edge of call centers, the QA and QC process helps ensure top-notch service quality and compliance with ever-changing industry trends. Adopting QA and QC into company practice has various internal and external benefits. 

The key benefits of effective QC and QA in call centers are as follows:

• QA helps increase customer satisfaction through call monitoring and a constructive feedback framework. 
• Enhance callers’ efficiency by offering personalized and data-driven training modules.
• The company can be aligned with industry trends and regulatory requirements, improving client retention rates.
• Analyzing the caller’s data and the client’s feedback enables you to gain valuable insights for informed decision-making.
• Consistent delivery of top-notch after-sales service creates a positive brand image and gains trust.

Conclusion

You might think these QA and QC terms are closely related to production-based companies. However, it will be hard to meet customer expectations if you cannot derive valuable insights for your team. Also, without a well-planned approach, you’ll lose competitive advantages. Better service means fewer lost leads and improved customer satisfaction and loyalty. For the call center, QA and QC are ongoing processes that you should consider to deliver high-quality client service.