Putting Quality Back into the Call Center

In order to deliver the best customer service while keeping call centers agents at the highest productivity rate, any flaw or issue in the call center must be nipped in the bud ASAP. If an agent shows they need improvement or are lacking in certain areas, it is vital to jump into the retraining cycle before there is any loss of clientele or revenue.

Monet’s Chuck Ciarlo has discussed ways to enhance quality assurance in call centers without making it too daunting a task. It starts with establishing core standards for the call center. These are not just standards for agents but also for customers, outlining how long-lasting, trustworthy relationships can be built.

In a call center, where tensions and emotions can sometimes run high, it is easy to lose a team mindset. Make sure there are open and clear lines of communication open between the agents, management, coaches, etc. so everyone knows the goals set forth and can work toward them as a team. When goals are met, be sure to provide positive feedback, and when issues arise, you can address them with further coaching and training.

Real-time monitoring to address issues the moment they occur while keeping up with KPIs is essential for feedback in the call center. Everyone in charge needs to use live functionalities to ensure the highest in quality for customers to avoid added agent strain.

Long-term goals may seem unnecessary but seeing the big picture gives agents perspective. What does everyone need to work on? Where can they improve? What targets must get hit by a certain date? Any big events coming up that may cause call volumes to spike? By setting positive goals in a specific time frame, the call center has a clear visual of where they are at and where they must go.

What quality assurance techniques has your call center implemented?

Edited by Ken Briodagh