A 6-Step Guide To Handle Client Calls Effectively as a QA Team Member

One of the crucial responsibilities within various businesses and projects is the management of client calls.

These client calls are essential for maintaining open channels of communication and coordinating tasks within IT teams.

Client calls can be stimulating when they’re concise, when tasks are progressing smoothly, and when client expectations are met. However, they can cause anxiety, frustration, confusion, and lack of motivation when issues arise.

How can we approach these situations in the most effective way?

Effective communication skills, proficiency in language and accents, staying positive by owning up when necessary, forming personal relationships with clients, and displaying readiness to say “yes” can all be beneficial. However, they don’t suffice.

So, what more do we need?

This article aims to highlight the different phases of client interaction during a QA project and offer advice for each stage to help us manage client calls effectively.

Also read => The Importance of Communication Between Testers and Developers

#1) Client call during requirement analysis

When handed over a software requirements document to test a new project, it is crucial to comprehensively understand all the explicit and implicit elements of the software. This stage demands a high-quality client call for seeking clarifications and enhancing our understanding of the product.

Read more => How to test requirements documents effectively

Here are a few things to remember:

• In-depth Preparation: Take the time to review the requirements before posing any questions
• Generate a Question List: Write down your questions beforehand and prioritize the list if needed. Keep a paper copy of the questions as a backup in case of limited access to computers in some conference rooms or last-minute technical glitches.
• Internal Consultation: Get answers from team members, developers, or business analysts before seeking clarification from the client
• Provide Advance Notice: If situation permits, email the list of questions to the client beforehand for them to prepare as well
• Engage in Direct and Brief Conversations: Be concise, get straight to the point, and don’t hesitate to ask for further explanation if necessary
• Document Detailed Notes: Record the explanations provided
• Suggest Improvement: Recommend enhancements to requirements when applicable
• Keep the Client in Loop: Make sure to update the client about subsequent steps
• Follow Through Until Resolution: Email the discussion’s outcome to ensure alignment of understanding and thoughts

#2) Client calls during Test planning:

After the client approves the test plan, QA teams generally utilize a test plan template to build a test plan within the stipulated period and submit it for review.

During this phase, there might be a need for feedback, and here is what you should do:

• Make sure the client has the updated test plan document, which has already been reviewed internally
• Provide enough time for the client to review the test plan
• If situation permits, request the client to forward their review comments via email before the call
• If the client suggests that the comments can be conversed over email or they approve the document as is, proceed to the next step and keep the client aware of the progress

#3) Client calls during traceability matrix creation

For projects that follow a forward traceability process, the next action after creating the test plan is to break down the requirements into smaller functionalities and formulate a traceability matrix. The client usually reviews this matrix to verify coverage and approve it, allowing us to move forward.

Here are some pointers to facilitate this interaction:

• Just like the test plan, the traceability matrix should be thoroughly reviewed among peers before sending it for client review
• If feasible, request comments via email
• When comments are received via email, discuss them internally to clarify the resolution during the call. Give priority to addressing the haute cases, while other comments can be addressed through email.
• Confirm with the client if scripting can begin
• If there are any doubts or concerns about the script creation phase, seek clarification during this call

#4) Client calls during Test scripting

This stage tends to be longer, and client calls may be more demanding.

Consider the following points to effectively navigate this phase:

• Meet Deadlines: Strive to meet or exceed the goals for writing test scripts
• Get Ready for Longer Calls
• Avoid Surprises: keep the client updated about the progress and any obstacles. Avoid presenting new information during the call that hasn’t been communicated via email
• Prioritize peer reviews and make sure that the scripts are mapped to the requirements traceability matrix prior to the call
• Avoid repeating the contents of the status email in detail, as it has already been sent. Discuss specific details only if the client asks for them
• If there are no specific questions or topics to discuss, consider canceling or shortening the call
• Highlight the plan for upcoming tasks
• If there are any barriers to progress, propose alternative tasks and inform the client about the changes

#5) Client call during script execution and defect logging

(Click on the image for an enlarged view)

To effectively navigate this phase, it is crucial to meet the projected timelines and ensure that the report conveying the status is top-notch and precise.

Read more => Understanding the Test Execution Process

• Similar to the test scripting phase, communication during this stage may be extensive and may involve complex matters. Remain patient and focused.
• Send preemptive emails when useful
• At the beginning of the call, provide a summary of the day’s status
• Once the status discussion concludes, switch the focus to the status of defects
• Address any questions or concerns raised by the client
• Discuss the order of subsequent tasks

Note: Occasionally, multiple scripts may fail, leading to client dissatisfaction. Regardless of whether it’s our fault, continue executing test cases as normal (or even more so) to maintain progress and compensate for any hitches with further progression.

Also read => Guidelines for Writing Effective Emails to the QA (or Any) Team

#6) Client call during UAT / after release / in production

• Notify the client about any known issues and provide alternatives to assist in UAT
• When questioned about a defect found during UAT, provide the root cause or workaround through an email whenever feasible. Alternatively, arrange a short call to explain the solution
• Suggest actions for known issues, be it addressing them via a change request or RFC (Request For Change), or treating them as a separate project
• Once the product is functional, check if there are any maintenance requirements from the client
• If required, suggest conducting performance or any other non-functional testing

A final piece of advice: Solicit feedback. If you have implemented a practice, ask if it was beneficial in making a decision.

Conclusion

Achieving effective communication between the client and the team can be challenging. However, with these simple steps, we can make strides towards achieving that objective.

The above-mentioned points have been empirically tested and successfully implemented, validating their effectiveness.

If you have any additional advice or strategies, please feel free to share them.

We are eager to hear your thoughts. Please comment or ask questions below.