Qualities of a Successful Call Center Team
March 11, 2009 by Admin
Filed under Best Practices
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.
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Philosophies of Quality
March 6, 2009 by Admin
Filed under Call Center Quality
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 professional, you must be aware of the processes in rough form.
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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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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 vs. Quantity: A Call Center Conundrum
March 6, 2009 by Admin
Filed under Call Center Quality
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 your quality scores are below everyone else on your team.”
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Quality vs. Quantity- continued
March 6, 2009 by Admin
Filed under Call Center Quality
(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 half the number of calls completed by her team members. Her average handle time was off the charts. We had to work on this as soon as possible.
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Applying Quality Assurance to Our Lives
March 6, 2009 by Admin
Filed under Call Center Quality
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.
A big question that a lot of people might have is, if quality assurance helps so many companies and is so effective in creating successful businesses, why do individuals not take these same tactics and apply them in their everyday lives?
Confronting Poor Performance
March 5, 2009 by Admin
Filed under Performance Management
Tips for Confronting Poor Performance
Sometimes we forget some of the basic principles of meaningful recognition.
There are 8 basic guidelines to positive recognition:
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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.
Providing Feedback
March 5, 2009 by Admin
Filed under Performance ManagementProviding 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:
