Workforce Management Featured Article
Ensuring Quality in Quality Management
In the contact center, each interaction serves as an opportunity. Business can build a reputation for exceptional customer service, or conversely become the next call center horror story. This is where quality management is crucial, and reviewing quality management efforts on a regular basis is critical to ensure the desired results. A job done isn’t necessarily a job well done, let’s take a look at a few signs that it may be time to revisit quality management practices.
Goals are not being met, and agents aren’t to blame. Has call center management asked the right questions? Are agents put in a position to succeed? Are agents properly informed of performance goals? Taking this a step further, are the right goals in place? Doing due diligence to ensure operations are focused on providing customers what they want, not what the organization “thinks” they want. Use feedback to educate on customer preferences and demands, and develop goals based on these expectations.
Communication is key to attaining performance goals. It’s important for agents to embrace the notion of making each conversation the best possible conversation. Sometimes this means prioritizing certain metrics or KPIs over others. For instance, if it takes a few extra minutes to ensure a customer receives the desired resolution and be back for further business in the future, it’s more than okay. What’s more important, average call time or first call resolution (FCR)? Just food for thought.
These are just a couple things to think about when looking into call center operations. Sometimes going back to basics is exactly what’s needed, but the only way to be sure is to regularly monitor these practices.
How is quality management in your call center?
Edited by Maurice Nagle