Connecting Work to Strategic Success

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

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

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

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

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

By Martin Haworth

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.

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Quality vs. Quantity: A Call Center Conundrum

There is a battle in Call Centers.

The teams are Quality vs. Quantity; two performance factors that don’t seem to get along.

Representative Super Speedy says, “I’ve taken more calls than anyone on the team today.  My average handle time is the lowest on the floor.”

Coach Level Head breaks it down for him, “But your quality scores are below everyone else on your team.”

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Quality vs. Quantity- continued

(The story continued)

I remember one team member who fell into the low performer category. She was very detailed, very good with customers and her quality scores were outstanding. So, what put her in the low performer category? The amount of time she spent on each call. In one work day she would complete only half the number of calls completed by her team members. Her average handle time was off the charts. We had to work on this as soon as possible.

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Time Management

By Carole Sue Jones

The “to do” List

I recently did a web search on time management and received 50,500,000 hits.  In reality probably only two to three hundred of them were really about time management, but the prevalence of such sites indicates how important the concept is to all of us.  The time management industry is flooded with books about how manage your day.  Time management tools with everything from computer programs for scheduling to the ubiquitous planner to simple task lists can be found in every bookstore across the country.  Yet recent reports indicate that we are working longer hours, sleeping less and decreasing productivity.

How can you make time management work for you?

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Quality Flag

Let’s Fire Up the Teams to Drive Quality!

By Gail Yahner

No doubt about it, maintaining high standards of quality in the call center world can be a challenge. Call Center information changes are more frequent than the weather changes in Texas and I’m sure that you have heard the old saying about Texas weather.

If You Don’t Like the Weather in Texas… stick around a minute…it’ll change!

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