March 31, 2015
It is generally agreed that improving the quality of a call center’s operations and its interactions with customers can benefit everyone. However, when it comes to implementing such a program, there are just as many ways to fail as there are to succeed. That is why it makes sense to proceed with caution when taking such a step.
Gerald Sinclair, WFO Practice Manager at Uptivity (an inContact company), spoke about just such a program and outlined some specific steps to follow to ensure success.
“The art and science of determining just how well an organization and its front-line agents are performing is a process that continues to evolve,” Sinclair wrote. “Today, many organizations have adapted QM [Quality Management] programs for all customer interaction channels.”
Sinclair went on to outline some specific steps a call center can take to ensure a higher level of quality in all its interactions:
Decide What Percentage of Calls Should Be Recorded and Evaluated: “‘A growing number of companies are using ’analytics-driven quality” with 100 percent call recording to support a needs-based quality management program,“ Sinclair says. ”However, most organizations evaluate less than one percent of an agent’s total monthly calls for quality. That sample size is too small to provide an accurate picture of how that agent is performing or how your organization is doing.”
Create a Quality Standards Definition Document (QSDD): “”A QSDD is a document that outlines and details the necessary information that should be evaluated and focused on when conducting an evaluation,“ Sinclair notes. ”It should also contain the overall guidelines and procedures of the Quality Management program, including examples of positive and negative behaviors to observe during the call-monitoring process."
Create an Evaluation Form Based on Your QSDD: “”Your quality monitoring forms should be in line with the criteria established in the QSDD,“ he believes. ”Many contact centers have various monitoring forms based on different lines of business, different customer interaction channels, and different objectives, such as customer experience, compliance, or improving [and] maintaining efficiency." In short, there is no one-size-fits-all solution; rather, it’s about finding the solution that best fits your operation.
The basic quality management standards listed above can help add value for your organization and customers, but consistency is key.
Sinclair sums it up as follows: “Adding these processes to your call center toolbox will ensure better customer experiences, internal integrity, and increased accuracy and efficiency in meeting corporate goals.” And isn’t that what everyone should be striving for?
