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 [...]
Quality vs. Quantity- continued
March 6, 2009 By Leave a Comment
(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 [...]
Time Management
March 6, 2009 By Leave a Comment
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 [...]
Quality Flag
March 6, 2009 By Leave a Comment
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. [...]
Conducting Business with Kindness
March 6, 2009 By Leave a Comment
By Jane Schulte Instead of introducing a new concept when it comes to customer service, I believe it is time to re-introduce an old twist – kindness. Back in the “day,” if you wanted to be successful in business, it was all about kindness and the way people felt after leaving your establishment or after [...]
Give Your Quality Team a Kick Start
March 6, 2009 By Leave a Comment
Applying Quality Assurance to Our Lives
March 6, 2009 By Leave a Comment
By Kamyar Shah Quality assurance has been defined as a process that allows a person to take meaningful and deliberate steps to attain a specific target or ambition. Many companies use quality assurance employees or companies in order that they know at all times that their company has the highest standards for products and employees. [...]
Contests In Call Centers
February 26, 2009 By Leave a Comment
By Paula Davis-Donald The groups I assist with Quality Support consist of repair technicians who were at one time only working/resolving trouble tickets that were queued to them by a customer support team. The customer support team had the job of communicating with the customer status of ticket, and resolution based upon the notes provided [...]
Improving Quality through Coaching
February 25, 2009 By Leave a Comment
By Carole Sue Jones BMW, The Ritz-Carlton, Kodak, Dell, Microsoft, Volvo, Smuckers, Kleenex, Crayola. What do these companies have in common? They are all known for their quality. Merriam-Webster defines quality as a degree or grade of excellence and an inherent or distinguishing characteristic or trait. For Call Centers, providing a “Quality Experience” to your [...]
Call Center Best Practices For Reducing AHT
February 25, 2009 By 17 Comments
In some call center’s AHT is a major focus. The importance of effective AHT management can be argued to improve call center quality… if managed correctly of course. It also improves profitability because it is a critical factor in pricing models. So what are the “best practices” when trying to reduce AHT?
