Quality assurance program is a great way to improve efficiency, boost morale and foster professional growth in your customer service team.
However, in order to achieve this, you’ll need to be asking the right questions while conducting your conversation reviews. Questions that dive deeper into the different aspects of your support and give you the chance to:
- uncover trends and patterns,
- identify areas of improvement within your support,
- gain a more holistic picture of your support, which numbers alone can’t paint.
We listed most commonly asked questions that will help you get more out of conversation reviews. All questions are neatly listed under most used categories, such as tone/empathy, product knowledge, and more.
And as a bonus - read (or scroll) down and get a free checklist for you and the team 👉 https://www.klausapp.com/blog/customer-service-quality-assurance-questions-for/