BPA Featured Article

My German grandmother had a funny saying that family members still repeat today. “You will do it, and you will enjoy it!”

It reminds me a little of the whole “what are you passionate about” thing going on in business today. But it’s more direct. More German. But no less passionate.

And, in my view, it really gets to what’s most important in the workplace.

In today’s social media-driven world, people often make a big show about what they’re passionate about. But results are what really matters when it comes to businesses and their employees. So, it’s important that employees “do it” – meaning complete the work that’s most valuable to their employers.

And it’s helpful for organizations – including contact centers – to do quality assurance. That way organizations can understand what kind of work is the most valuable, who’s doing it, how the organization can reward the biggest contributors, and how it can create an environment to encourage more of the most valuable performance.

QA programs let’s you know what’s really going on. They help you measure what’s important to your business. They show to what extent employees – like contact center agents – are doing what they’re supposed to do and at what rate. And it reveals how that’s contributing to your organization.

Here’s another says for you: What gets measured is what gets done.

Dick Bourke, co-founder of Scorebuddy, notes this common business refrain. And he notes that “The very fact that you measure a particular behavior sends employees a strong message about what’s important to the company. Monitoring carefully selected KPIs encourages employee behavior that supports your objectives and discourages behavior that works against those objectives.”

InContact’s Chris Bauserman in a guest piece for CUSTOMER magazine noted: “As a manager, tracking call volume, efficiency, call length and quality scores will help you evaluate the overall performance of the contact center and accurately gauge daily workload. Easy access to team, individual, and industry benchmark comparisons will provide transparency for performance reviews and coaching sessions.”

So if you’re not already using QA, get started today. You will do it, and you will enjoy it.