Workforce Management Featured Article
Improve Quality Assurance in Seven Steps
It is difficult for any organization to make sure that their customer service department is maintaining the same level of quality with each call. For call centers, the main reason quality assurance problems occur is because the team is not fully aware of a company’s standards and how to achieve them.
In effort to help call centers understand the true value of such solutions, Monet Software, a provider of call center solutions, has highlighted the top seven strategies for a more effective quality assurance in the call center in its white paper titled “Seven Strategies for More Effective Quality Assurance in Your Call Center.”
- Define Your Quality Goals and Objectives: As noted in the first paragraph, it is vital that an organization establishes thresholds like the number of calls per agent, time allotted for each call, how long a customer should be on hold before somebody answers and first call resolutions. The company should also look at agent standards like how an agent should greet a caller.
- Open Communication and Feedback: Agents should be able to communicate with their managers openly and freely, as a positive environment with thoughtful exchanges promotes the most growth. This way, if an agent has a bad call, or even a good one, they can share it with their manager and talk about how it could be improved.
- Automate Quality Assurance Process: After goals are set and a line of communication is open, it is time to create an automated solution for the quality assurance process so that managers can easily review statuses based on reports.
- Quality Assurance Unification and Integration: A call centers goals and standards should then be put into an actionable quality assurance plan. This makes it easier when call center tools are integrated, as managers can score recording calls using the same software solution.
- Real-Time Monitoring: Quality assurance isn’t possible without real-time quality monitoring, and it is important that such a program is set up. Through quality monitoring, problems can be discovered before they are made an issue and help deliver the utmost customer service.
- Evaluate and Rank Agents Through Call Scoring: Through feedback and survey results, a manager can properly rank an agent and give them a score, which is based on a pre-determined list of criteria. This is important during training, as well as the scheduling process.
- Establish a Long-Term Quality Mindset: Organizations should hire agents based on the standards that they have set forth for their quality assurance process. From the beginning, agents should be inducted into a call center based on this knowledge.
Along with quality assurance, there are a variety of workforce management solutions that can be utilized by a call center to increase productivity. To learn more ways on how a call center can benefit the call center, please visit Monet.
Edited by Blaise McNamee