{"id":5191,"date":"2023-01-19T11:57:32","date_gmt":"2023-01-19T06:27:32","guid":{"rendered":"https:\/\/justcall.io\/blog\/?p=5191"},"modified":"2023-06-28T15:46:38","modified_gmt":"2023-06-28T10:16:38","slug":"acd-automatic-call-distribution-system-call-center","status":"publish","type":"post","link":"https:\/\/web.justcall.dev\/blogv2\/acd-automatic-call-distribution-system-call-center.html","title":{"rendered":"What is Automatic Call Distribution, and How Does It Work?"},"content":{"rendered":"\r\n

If you\u2019re aiming to foster a work culture that focuses on \u201cquality everything,\u201d you will also have to introduce a quality assurance program to ensure that you stay on track. Think of this as a system of checks and balances.<\/p>\r\n\r\n\r\n\r\n

And when it comes to customer service, where you do not get any second chances, then you have to work even harder than usual to ensure customer service quality assurance.<\/p>\r\n\r\n\r\n\r\n

\r\n
\"Quality-Assurance-Call-Centre<\/figure>\r\n<\/div>\r\n\r\n\r\n\r\n

What is Quality Assurance in Customer Service?<\/h2>\r\n\r\n\r\n\r\n

First, we would like to preface any definition by clarifying that we\u2019re talking about \u201cquality assurance\u201d in customer service. Giving assurance to your customers is also a critical component of support and service, especially since it helps assuage concerns and buys your agents some time to effectively address issues.<\/p>\r\n\r\n\r\n\r\n

However, this blog focuses primarily on aligning customer interactions with organizational goals.<\/p>\r\n\r\n\r\n\r\n

Now that it\u2019s out of the way let\u2019s start by understanding the meaning of quality assurance in customer service.<\/p>\r\n\r\n\r\n\r\n

From a customer service standpoint, Quality Assurance (QA) is the mission of delivering customer service that adheres to the highest standards. Further, it aims at maintaining such standards through periodic assessment and evaluation of agent performance and service resolution.<\/p>\r\n\r\n\r\n\r\n

High-quality customer support carries different meanings for different organizations.<\/p>\r\n\r\n\r\n\r\n

As such, the two-fold objective of QA in customer service is to improve performance and retain it in the long run.<\/p>\r\n\r\n\r\n\r\n

The Importance of Quality Assurance in Customer Service<\/h2>\r\n\r\n\r\n\r\n

Now that you understand what quality assurance is in customer service let\u2019s move on to its importance and relevance. The definition itself highlights the core idea of why customer service quality assurance is crucial \u2013 to serve your customers better and to do it consistently and continuously.<\/p>\r\n\r\n\r\n\r\n

That being said, its value can be understood through the following benefits:<\/p>\r\n\r\n\r\n\r\n

    \r\n
  • While metrics like NPS and CSAT shed light on how your customer service teams perform, customer service QA digs in deeper to discover bottlenecks and strengths.<\/li>\r\n
  • Satisfied customers are the pillars of a thriving business, and quality assurance ensures that your customers have a positive and memorable experience.
    QA in customer service assists in empowering customer service agents by giving them actionable insights on how to perform better. As such, they also enhance employee experience and productivity.<\/li>\r\n
  • Not only does customer service quality assurance improve customer and employee experience, but it also does so consistently (especially during difficult conversations), which helps sustain growth.<\/li>\r\n
  • By improving customer service quality, businesses can pave the way for increased sales, more revenue, long-term customer relationships, and more. All of these benefits will put the company on the fast track to growth.<\/li>\r\n
  • Quality assurance in customer service also improves brand perception and business reputation. By improving customer service QA, businesses will find it easier to break into newer market segments.<\/li>\r\n
  • Customer service QA rakes in considerable business savings through agent performance improvement, customer retention, growth in revenue opportunities, etc.<\/li>\r\n
  • By setting performance benchmarks and offering a practical roadmap for meeting these expectations, quality assurance in customer service ensures business scalability and agility.<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n

    How Do You Measure Quality Assurance in Customer Service?<\/h2>\r\n\r\n\r\n\r\n

    As mentioned previously, quality assurance in customer service has different meanings for different organizations. This subjective entity varies from business to business and industry to industry.<\/p>\r\n\r\n\r\n\r\n

    For some businesses, doing the bare minimum could make them a star, while for others, even going the extra mile might not make the cut. As such, businesses have to conduct market research and understand customer expectations to devise a specific meaning of quality assurance in customer service for their organization and define the parameters for measuring and assessing QA in customer service.<\/p>\r\n\r\n\r\n\r\n

    Thereafter, it is only a matter of conveying this information and training your agents so that they conform to these values.<\/p>\r\n\r\n\r\n\r\n

    Typically, QA scorecards or rubrics are used to make the process as objective as possible. This QA scorecard will contain a list of soft skills that you deem vital enough to measure. Here are some examples:<\/p>\r\n\r\n\r\n\r\n

      \r\n
    • Greetings<\/strong>: Did the agent greet the customer in a warm, friendly, and inviting manner?<\/li>\r\n
    • Active Listening<\/strong>: Did the agent listen attentively to the conversation? Did the customer feel heard and understood? Was the agent constantly interrupting the customer?<\/li>\r\n
    • Comprehension<\/strong>: Did the agent correctly understand the customer\u2019s issue?<\/li>\r\n
    • Knowledge:<\/strong>\u00a0Did the agent possess sufficient knowledge of the customer or the product?<\/li>\r\n
    • Helpfulness<\/strong>: Did the agent offer an apt solution to the customer\u2019s problem? Did they convey the information clearly and without any complicated jargon?<\/li>\r\n
    • Responsiveness<\/strong>: How quickly did the agent respond to the customer? Did they attend to them instantly, or did they leave them hanging? Did the agent communicate in case of delays?<\/li>\r\n
    • Engagement<\/strong>: Was the agent capable of engaging meaningfully with the customer, or were there periods of loud silence?<\/li>\r\n
    • Empathy<\/strong>: Could the agent display empathy or emotional intelligence while interacting with the customer?<\/li>\r\n
    • Communication skills<\/strong>: How well could the agent articulate and navigate during the conversation? Were they successful in convincing the customer? How would you rate their grammatical soundness (in the case of chats)?<\/li>\r\n
    • Resolution<\/strong>: Could the agent resolve the issue in a single interaction? What does the customer feel about the resolution?
      Compliance: Did the agent conform to the organizational policies on how to interact with customers?<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n

      Once you have your QA customer service scorecard or customer service quality assurance checklist ready, the QA team, managers, peers, and even agents themselves can report on how they conducted the call. You can even develop a dedicated customer service QA scorecard for your customers to comment on their experience with the agent.<\/p>\r\n\r\n\r\n\r\n

      Examples of High Quality Customer Service<\/h2>\r\n\r\n\r\n\r\n

      Following are examples of high quality customer service:<\/p>\r\n\r\n\r\n\r\n

        \r\n
      1. Ritz-Carlton: The Ritz-Carlton hotel chain believes in the philosophy of providing guests with personalized, pre-booked service that exceeds their expectations.\u00a0 This has made it famous for its exceptional customer service.<\/li>\r\n
      2. Apple phones: Apple, the famous brand is not only known for its high-quality products but also the company provides excellent customer service. Apple stores are full of knowledgeable employees. You get solutions to every issue that you deal with as a customer. Their online support and a customer service hotline for those who need assistance outside of business hours win them accolades.<\/li>\r\n<\/ol>\r\n\r\n\r\n\r\n

        Things to Bear in Mind While Building a Customer Service QA Scorecard<\/h2>\r\n\r\n\r\n\r\n
        \r\n
        \"Call-Center-Quality-Assurance-Set-Goals\"<\/figure>\r\n<\/div>\r\n\r\n\r\n\r\n

        Given its applicability and importance, a customer service quality assurance scorecard is a crucial document. If you plan on creating one, the following are a few tips and tricks to getting started on the right foot:<\/p>\r\n\r\n\r\n\r\n

          \r\n
        • Use a rating system to score on the quality criteria for different categories. It allows you to qualitatively comment on whether you are reaching your goals.<\/li>\r\n
        • Follow a rating system that captures your business goals. Some would prefer a Yes\/No or a similarly binary response, while others may need a scale-based rating system to capture performance.<\/li>\r\n
        • Even though most rating scales are intuitive, make it a point to clearly define what the two ends of the scale mean. You wouldn\u2019t want them to get switched up!<\/li>\r\n
        • Also, clarify what every grading criterion stands for. Rather than just capturing QA metrics on tone, expand on what counts as \u201ctone,\u201d which would be qualities like voice, empathy, tonality, etc.<\/li>\r\n
        • While keeping the QA scorecard diverse and meaningful, avoid making it overly granular or complicated. Introduce an optimum number of categories, ideally 3-5 qualities, to encourage fidelity in participation.<\/li>\r\n
        • In addition to cutting down on the number of categories, assign a weighted priority to each segment and arrange them accordingly. You can also choose to make certain categories mandatory while the others are optional.<\/li>\r\n
        • Develop a customer service QA scorecard that captures data bits that reflect the customer\u2019s expectations. After all, your efforts at improving customer service QA are meant to improve the customer experience!<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n

          How to Set Up a Quality Assurance Program in Customer Service?<\/h2>\r\n\r\n\r\n\r\n

          Here is a high-level view of how you can go about setting up a quality assurance program in customer service:<\/p>\r\n\r\n\r\n\r\n

            \r\n
          • Begin by defining the customer service and support values. These fundamental values define what \u201cgood\u201d customer service truly means while keeping in view the business objectives, customer expectations, brand value, etc.<\/li>\r\n
          • Create a customer service QA scorecard comprising two sections \u2013 the classic questionnaire along with an optional descriptive review. Pass on the scorecard to your customers, managers, and agents so that you can measure performance against perception.<\/li>\r\n
          • Hire a QA specialist to review and grade customer service conversations. Use their services primarily to grade the agent\u2019s performance.<\/li>\r\n
          • Identify the right conversations and touchpoints that need periodic review. Prioritize the available assets and resources based on their impact and outcome or conduct randomized performance checks to understand your customer service strengths and weaknesses.<\/li>\r\n
          • Leverage the insights generated through the quality assurance program to coach your customer-facing team\u2019s performance periodically.<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n
            \r\n
            \"Customer-Feedback-Strategy-Quality-Assurance\"<\/figure>\r\n<\/div>\r\n\r\n\r\n\r\n

            Closing Thoughts<\/h2>\r\n\r\n\r\n\r\n

            Customer service is the foundation of a growing business. And instilling discipline on this front through customer service quality assurance can put businesses on the accelerated road to growth and development.<\/p>\r\n\r\n\r\n\r\n

            Customer service quality assurance acts as the lynchpin that holds customer service together so that your business can prosper without worrying about soiling customer experience, losing talent, customer churn, etc. If anything, it is your secret weapon to do better than your competition \u2013 trumping even the big names!<\/p>\r\n\r\n\r\n","protected":false},"excerpt":{"rendered":"

            If you\u2019re aiming to foster a work culture that focuses on \u201cquality everything,\u201d you will also have to introduce a quality assurance program to ensure that you stay on track. Think of this as a system of checks and balances. And when it comes to customer service, where you do not get any second chances, […]<\/p>\n","protected":false},"author":40,"featured_media":5232,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[{"id":139,"name":"Calling Software","slug":"calling-software"}],"tags":[],"class_list":["post-5191","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-calling-software"],"acf":{"featured_post":false,"small_title":"Auto Call Distribution System","videos":[21771,21773,21294],"display_table_of_content":false,"table_of_content_items":null,"side_banner":null,"side_banner_link":"","highlight_section":null,"footer_cta_header":"","footer_cta_blue":null,"footer_cta_white":null},"yoast_head":"\nWhat is Automatic Call Distribution? (+ ACD Benefits) - JustCall Blog<\/title>\n<meta name=\"description\" content=\"Automatic Call Distribution can help saves hours of your time. Learn about ACD and all the benefits of an automatic call distribution system.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What is Automatic Call Distribution? (+ ACD Benefits) - JustCall Blog\" \/>\n<meta property=\"og:description\" content=\"Automatic Call Distribution can help saves hours of your time. Learn about ACD and all the benefits of an automatic call distribution system.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/web.justcall.dev\/blogv2\/acd-automatic-call-distribution-system-call-center.html\" \/>\n<meta property=\"og:site_name\" content=\"Blogv2\" \/>\n<meta property=\"article:published_time\" content=\"2023-01-19T06:27:32+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-06-28T10:16:38+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/web.justcall.dev\/blogv2\/wp-content\/uploads\/2020\/08\/Automated-Call-Distribution-System.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1318\" \/>\n\t<meta property=\"og:image:height\" content=\"610\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Sandeep Gaur\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Sandeep Gaur\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"8 minutes\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"What is Automatic Call Distribution? (+ ACD Benefits) - JustCall Blog","description":"Automatic Call Distribution can help saves hours of your time. Learn about ACD and all the benefits of an automatic call distribution system.","robots":{"index":"noindex","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"og_locale":"en_US","og_type":"article","og_title":"What is Automatic Call Distribution? (+ ACD Benefits) - JustCall Blog","og_description":"Automatic Call Distribution can help saves hours of your time. Learn about ACD and all the benefits of an automatic call distribution system.","og_url":"https:\/\/web.justcall.dev\/blogv2\/acd-automatic-call-distribution-system-call-center.html","og_site_name":"Blogv2","article_published_time":"2023-01-19T06:27:32+00:00","article_modified_time":"2023-06-28T10:16:38+00:00","og_image":[{"width":1318,"height":610,"url":"https:\/\/web.justcall.dev\/blogv2\/wp-content\/uploads\/2020\/08\/Automated-Call-Distribution-System.jpg","type":"image\/jpeg"}],"author":"Sandeep Gaur","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Sandeep Gaur","Est. reading time":"8 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/web.justcall.dev\/blogv2\/acd-automatic-call-distribution-system-call-center.html","url":"https:\/\/web.justcall.dev\/blogv2\/acd-automatic-call-distribution-system-call-center.html","name":"What is Automatic Call Distribution? (+ ACD Benefits) - JustCall Blog","isPartOf":{"@id":"https:\/\/web.justcall.dev\/blogv2\/#website"},"primaryImageOfPage":{"@id":"https:\/\/web.justcall.dev\/blogv2\/acd-automatic-call-distribution-system-call-center.html#primaryimage"},"image":{"@id":"https:\/\/web.justcall.dev\/blogv2\/acd-automatic-call-distribution-system-call-center.html#primaryimage"},"thumbnailUrl":"https:\/\/web.justcall.dev\/blogv2\/wp-content\/uploads\/2020\/08\/Automated-Call-Distribution-System.jpg","datePublished":"2023-01-19T06:27:32+00:00","dateModified":"2023-06-28T10:16:38+00:00","author":{"@id":"https:\/\/web.justcall.dev\/blogv2\/#\/schema\/person\/346eff02fdb9743f30b4b2c8f4c9ef49"},"description":"Automatic Call Distribution can help saves hours of your time. Learn about ACD and all the benefits of an automatic call distribution system.","inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/web.justcall.dev\/blogv2\/acd-automatic-call-distribution-system-call-center.html"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/web.justcall.dev\/blogv2\/acd-automatic-call-distribution-system-call-center.html#primaryimage","url":"https:\/\/web.justcall.dev\/blogv2\/wp-content\/uploads\/2020\/08\/Automated-Call-Distribution-System.jpg","contentUrl":"https:\/\/web.justcall.dev\/blogv2\/wp-content\/uploads\/2020\/08\/Automated-Call-Distribution-System.jpg","width":1318,"height":610,"caption":"ACD-Automatic-Call-Distribution"},{"@type":"WebSite","@id":"https:\/\/web.justcall.dev\/blogv2\/#website","url":"https:\/\/web.justcall.dev\/blogv2\/","name":"Blogv2","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/web.justcall.dev\/blogv2\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/web.justcall.dev\/blogv2\/#\/schema\/person\/346eff02fdb9743f30b4b2c8f4c9ef49","name":"Sandeep Gaur","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/web.justcall.dev\/blogv2\/#\/schema\/person\/image\/","url":"https:\/\/web.justcall.dev\/blogv2\/wp-content\/uploads\/2026\/03\/sandeep.jpg","contentUrl":"https:\/\/web.justcall.dev\/blogv2\/wp-content\/uploads\/2026\/03\/sandeep.jpg","caption":"Sandeep Gaur"},"description":"Sandy heads the sales team at JustCall and he has been integral in growing JustCall\u2019s ARR by 5X while bootstrapped. He is a big believer in using tech to enable sales and is the first person to try out every new feature in the JustCall stack. While he\u2019s not writing high performance email cadences for his team, he dabbles in blogging about Sales Strategy, Sales Tech and Sales Training.","sameAs":["https:\/\/justcall.io\/","http:\/\/localhost:8064\/jc-blogv2"],"url":"https:\/\/web.justcall.dev\/blogv2\/author\/sandy"}]}},"featured":false,"videos":["https:\/\/www.youtube.com\/watch?v=eSs-XbBpsz4","https:\/\/www.youtube.com\/watch?v=tm0s3_fhKZQ","https:\/\/www.youtube.com\/watch?v=pBkS3HZxkTE"],"featured_image_url":"https:\/\/web.justcall.dev\/blogv2\/wp-content\/uploads\/2020\/08\/Automated-Call-Distribution-System.jpg","_links":{"self":[{"href":"https:\/\/web.justcall.dev\/blogv2\/wp-json\/wp\/v2\/posts\/5191","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/web.justcall.dev\/blogv2\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/web.justcall.dev\/blogv2\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/web.justcall.dev\/blogv2\/wp-json\/wp\/v2\/users\/40"}],"replies":[{"embeddable":true,"href":"https:\/\/web.justcall.dev\/blogv2\/wp-json\/wp\/v2\/comments?post=5191"}],"version-history":[{"count":5,"href":"https:\/\/web.justcall.dev\/blogv2\/wp-json\/wp\/v2\/posts\/5191\/revisions"}],"predecessor-version":[{"id":22656,"href":"https:\/\/web.justcall.dev\/blogv2\/wp-json\/wp\/v2\/posts\/5191\/revisions\/22656"}],"acf:post":[{"embeddable":true,"href":"https:\/\/web.justcall.dev\/blogv2\/wp-json\/wp\/v2\/videos\/21294"},{"embeddable":true,"href":"https:\/\/web.justcall.dev\/blogv2\/wp-json\/wp\/v2\/videos\/21773"},{"embeddable":true,"href":"https:\/\/web.justcall.dev\/blogv2\/wp-json\/wp\/v2\/videos\/21771"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/web.justcall.dev\/blogv2\/wp-json\/wp\/v2\/media\/5232"}],"wp:attachment":[{"href":"https:\/\/web.justcall.dev\/blogv2\/wp-json\/wp\/v2\/media?parent=5191"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/web.justcall.dev\/blogv2\/wp-json\/wp\/v2\/categories?post=5191"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/web.justcall.dev\/blogv2\/wp-json\/wp\/v2\/tags?post=5191"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}