Importance of Leadership, Customer Satisfaction and Benchmarking in Total Quality Management (TQM)
August 15, 2010 by Gail
Filed under Call Center Quality
Importance of Leadership, Customer Satisfaction and Benchmarking in Total Quality Management (TQM)
By Rohit Agrawal
For some inexplicable reason, there is a tendency to pick someone as the next manager and give them no training for their leadership role. Senior leaders will watch the new manager flounder and eventually proclaim that they “just weren’t leadership material.”
There are many sources of leadership training available of which some organizations take advantage and some don’t, but training for your new leader must extend beyond those short training opportunities. Real leadership training occurs day-to-day, on the job, and builds on those fundamentals.
Quality Assurance in BPO – An Essential Aspect
May 9, 2010 by Gail
Filed under Best Practices, Call Center Quality
We all know that quality assurance stands for a proven process of verifying and checking the quality of a service or product. In a BPO, quality pertains to the level of customer service that ensures success of the business venture.
Businesses mostly select BPO firms to ensure continued support for its customers. So quality assurance in a business process outsourcing firm will be able to offer clients with improved processes. Moreover, applying the given standard proves to be one fundamental ways to measure the effectiveness of the on-going business processes.
The Benefits of Quality Monitoring
March 23, 2010 by Gail
Filed under Call Center Quality, Call Center Supervisor
Call Centers have a penchant for monitoring their agents. They tend to invariably monitor and strictly analyze the performance and calling skills of their customer care executives.
In this process, a supervisor or assigned authority listens to the phone call received or made by an agent, judge him and assess the positive points and weaknesses in performance. Thus, the level of quality is gauged and necessary improvements in Call Center Outsourcing Services are suggested to agents.
A monitoring program will bring upon results only when it fulfills the following attributes:
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Assuring The Best Quality For Your Call Center
March 22, 2010 by Gail
Filed under Call Center Quality, Employee Coaching and Development
Customer Satisfaction is the cornerstone of any successful business enterprise. While most businesses keep that adage in mind while designing products and services around researched client needs, they often forget the integral role that their call center agents can play in diminishing or enhancing that value.
Rude, ill informed or in certain cases, excessively persistent call center agents, can put off any customer purchase or chances of referral/repurchase. Even badly maintained databases wherein customer details are not captured adequately stunt the effectiveness of the most carefully designed marketing program.
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Connecting Work to Strategic Success
March 6, 2009 by Admin
Filed under Call Center Quality
The Big Picture
Connecting Work to Strategic Success
Commitment is only possible when people see the meaning in what they do.
Some Key Points:
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Philosophies of Quality
March 6, 2009 by Admin
Filed under Call Center Quality
TQM… Six Sigma… what does it all mean?
Those new to the world of quality management need to be aware of the key concepts, and process that influence, measure, and drive the quality initiative forward.
While not all of these will apply directly to you, they do directly impact your organization, and as a quality professional, you must be aware of the processes in rough form.
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The Future of Quality
March 6, 2009 by Admin
Filed under Call Center Quality
The Future of Quality
How is Your Centers Quality? You probably would say that your center or team scores in the 90’s, right?
Almost all success in business is determined by numbers, right? Hmmm, well maybe. It all depends on who you ask. And it all depends what factors you look at.
Profitability of an organization can be judged by margins and growth, but when it comes to quality we all have to remember that the judge is not final based on a number. The judge is you and me and the many other customers out there in customer land! What do they have to say about things? What do they care about?
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Managing the Quality Team
March 6, 2009 by Admin
Filed under Call Center Quality
Tools for managing your site’s Quality Assurance team
Managing your Quality Assurance Team
The Expectations of Quality Agents
Everyone works better when they know what is expected of them. To ensure high performance from your Quality Monitoring Agents you may consider using these expectations for their performance. A clear understanding of their goals will provide a work path for success.
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Team and Individual Competition Ideas
March 6, 2009 by Admin
Filed under Call Center Quality
We have found that creating healthy competition between individuals and teams creates a positive buzz to achieve top performance. When done well this type of competition encourages team members to show their creativity to meet goals and pride in their own performance. Here is an ideas for team and individual competitions.
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Listening to Customers – 5 Tips
March 6, 2009 by Admin
Filed under Call Center Quality
In a strange juxtaposition of articles, this month’s UK ‘Management Today‘ has three pieces, relating to the importance of listening to customers.
Susan Rice, CEO of Lloyds TSB makes it clear how vital it is for great leaders to listen and hear. She uses the example of how Coca Cola was swift to ‘hear’ it’s customers when they revolted against New Coke back in 1985 (good job too, it was yuk!). She also rails against the viability of change programs where over 70% fail to meet the original objectives. A dismal return, pretty consistently due to failing to hear the needs of staff as well as customers in the business.
