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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Providing Feedback
March 5, 2009 by Admin
Filed under Performance Management
Providing Feedback to Improve Quality
In many centers quality is measured by call monitoring. Whether monitoring is the responsibility of the team supervisor or a dedicated quality assurance representative, feedback on the actions taken on calls is vital to improving and sustaining a high quality score.
Here are some tips for providing feedback to those who are monitored:
