3rd Party Remote Call Monitoring Feature

The word “quality” is bandied about quite a bit in the contact center industry, but it appears it’s used so often that it may have lost its initial impact. If everything is labeled as a “quality effort,” does it become so watered down that it’s essentially useless?

That’s the question raised in a recent blog by Karyn Dupree, Director of Quality Solutions & Social Media at BPA Quality, a global leader in independent-quality evaluation, customer insight and people development solutions.

“Most professionals in the Contact Center industry have seen many Quality Assurance programs come and go throughout their career, often describing the programs as nit-picky, scripted or simply a checklist,” Dupree notes. “Even more concerning, you may have noticed some agents or supervisors just going through the motions – waiting for the current program to be replaced with the next new fad in Contact Center communications.”

Dupree goes on to note that some Quality Assurance Programs have become so complicated and scripted that they have lost focus of the most important aspect – the customer – which can be a costly, and sometimes final, error.

“Research shows that producing outstanding interactions with customers is much easier when there is a Customer Centered Culture within the organization,” Dupree states.

To that end, she listed some critical do’s and don’ts to help ensure a successful and effective Quality Assurance Program:

DO:

• Focus on objective and measurable behaviors that truly impact the Customer;
• Ensure clear understanding among supervisors and management to deliver a consistent message and buy-in;
• Use the Quality Program results to develop and motivate staff to want to make a difference.

DON’T

• Focus on subjective feelings or opinions with no clear link to impact on the customer;
• Use the Quality Program results to reprimand and punish agents;
• Coach to areas that make little impact on the customer.

Dupree concludes by noting that in each interaction, “The customer may be influenced to become a promoter of the company or a detractor. They may have an outstandingly good experience, an average experience or a poor experience. It is in these individual contacts upon which the reputation and the performance of the company are based.”

You’ve been warned.