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.

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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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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

Commitment is only possible when people see the meaning in what they do.

Some Key Points:

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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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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 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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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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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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