Call Center Scheduling Featured Article
Call Center Management Success Relies on Quality
Quality management within the call center is generally listed as a top priority item as organizations compete for market dominance. Quality customer care is often one of the only factors worth negotiation. Without access to quality data, however, achieving that higher level of customer care is a bit more of a challenge.
A recent Monet Software blog explored this topic, emphasizing the importance of reliable data for quality assurance and call center quality management. The data that must be made available should come from agents, call recordings, customers and more. To effectively generate valuable data, Monet Software offers five tips.
1. Agent Involvement – agents are often overlooked in the process of gathering data as they aren’t seen as a primary touch point for quality data consumption. This assumption ignores the powerful position the agent is in to gather important information. The earlier the agent is involved in the process of quality management, the easier it is for them to understand what is expected.
2. Customer Surveys – call center management often relies on the feedback of customers to understand where they need to make changes and what current processes are delivering on customer expectations. The survey fills in well where the review of call recording may miss key customer feedback points. Plus, the survey step is the perfect opportunity for the customer to share honest and open information.
3. Calls – The Best and the Worst – each call can be used as a teachable moment, but those that stand out in a positive or negative way serve even more value when trying to improve quality assurance. If a call includes the agent diffusing a volatile situation or delivering outstanding service and courtesy to the customer, it can be an effective tool for call center management to use to coach other agents.
4. Quality Scoring – it’s much more difficult to achieve quality assurance when managers and agents cannot see eye to eye on what constitutes quality. These standards should be established through call quality scoring processes that measure the performance on every element of the call, from the greeting to the close to the agent’s use of center policies.
5. Goal Prioritization – call centers often have goals and it’s up to call center management to determine what these goals are and how they will benefit the organization overall. The objectives that are focused on these goals should by far receive the most attention. The big picture has to be conceptualized and then objectives must be centered on this focus so as to avoid getting bogged down in the details.
At the end of the day, the primary goal is to ensure call center management has put the right tools and strategies in place to ensure the optimal performance of the call center. With sights set on the big picture, it’s much easier to achieve the desired level of success.
Edited by Amanda Ciccatelli