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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Quality Monitoring Standards
March 5, 2009 by Admin
Filed under Performance Management
Standards for Monitoring
- Monitor often. It is best to set a number of calls that supervisors or QA’s must monitor for each representative each month or each week.
- Communicate your monitoring process to the call takers. If the floor understands what you are monitoring for and why they will be more successful on the call and easier to coach for improvement.
- Pass out the monitoring forms to the call takers. Please Login or Register to read the rest of this content.
Monitoring Tools
March 5, 2009 by Admin
Filed under Performance ManagementAll about Quality Monitoring
This page is dedicated to house the tools of Quality Monitoring. If there is a form that you feel is missing, please contact us via the “contact us” form and we will help you find what you are looking for.
Monitoring
The objective of our first document is to create situational urgency and understanding around the monitoring and feedback process with your reps. It ensures the expectation is understood, the process is clear, and a platform is built for how the progressive action process works in concert with the monitoring process.
This tool is highly effective and can be given to a new-hire in training, or a tenured rep on the floor.
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Self Discovery Steps for Coaching
March 5, 2009 by Admin
Filed under Performance ManagementSelf Discovery Steps for Coaching
Following these steps in a coaching or feedback session creates consistency and builds commitment to change and improvement. Leading the representative through the process strengthens understanding.
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Quality Tips for Call Center Agents
March 5, 2009 by Admin
Filed under Performance ManagementThis Call Center Cafe post first ran in May 2007.
When I purchased my first center I stepped in to a cluster. In fact, there weren’t any processes in place that guaranteed everybody understood what our expectations were. We put this document into place for our QA. Doing this was a good idea because it provided all the reps with a clear understanding of what we wanted:
