San Diego, California August 14-19, 2016

Quality Assurance



A number of methods are involved that focus on proceeding on the test management and quality management. Professionals offer practical methods which are based on best practices. The produce involves new technology, method or a simple practice. When it consistently produces good results, it is presented. As quality is the key factor in any industry, recent business trends suggest that contact centers are beginning to focus their attention toward Quality Assurance Programs. Customer satisfaction has become a yardstick also as it is an essential element to most business models.

Several conferences are dedicated to help all levels of management to adopt methods, technologies, and practices that can enable a rapid development of productivity and create higher quality systems. The conference that is made relies on experts and practitioners to bring to the conference success stories and case studies topics related to quality. According to all, success must be in terms of indicators such as augmented productivity, improved reliability and stability, enlarged customer satisfaction, reduced re-work, condensed development cycle, abridged defects, and many more. The aspect of Quality Assurance is depended on two specific practices- call monitoring and customer call back strategy; these are used to identify outstanding service and upgrading strategies.

Call monitoring is one of the best methods to evaluate best practice, process improvement, compliance and service delivery. Monitoring is not just about giving more importance to problems, it is also related to best practice, identifying and relaying positive feedback. Call Monitoring renders your ability to identify issues systematically. Secondly, it endows you with the concept of understanding the impact of your operational process. Another important aspect is Customer Call Back Strategy. This aspect recognizes the customer satisfaction levels and additionally identifies areas for improvement. Most prominently, this strategy serves as a public relation exercise - it shows the Customer that as an enterprise you care about them and their needs as well.

However when formulating your call monitoring evaluation scheme. It is necessary to consider its relevance to your surrounding environment.

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