What Qualities Should a Successful Call Center Team Have? We compiled this list after conducting and researching several Call Center studies. The responses were taken from multiple interviews with Call Center representatives and Call Center supervisors then paraphrased and compiled into one list. This list can be used as a guideline for Call Center Supervisors. [...]
Philosophies of Quality
March 6, 2009 By Leave a Comment
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 [...]
The Future of Quality
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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 [...]
Managing the Quality Team
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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 [...]
Quality vs. Quantity: A Call Center Conundrum
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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
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(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 [...]
Applying Quality Assurance to Our Lives
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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. [...]
Confronting Poor Performance
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Quality Monitoring Standards
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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 [...]
Providing Feedback
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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 [...]
