Call Center Quality Assurance

When the guidelines used to score calls are no longer relevant or useful in terms of caching and development of reps, they must be revisited and updated.

One of the worst things that can happen to a call quality effort is the degradation of the scoring behaviors into a list of incongruent, although structured, behaviors that don't lead to the enhancement of the customer's experience.

In addition, when scoring guidelines fail to capture and properly weigh specific behaviors (desirable or undesirable), the entire monitoring effort becomes a waste of time. Call center reps and management must have a well thought out and well executed call monitoring process that is clearly understood and flexible to the changing needs of the operation.

Regardless of the operation all Call center monitoring, or Quality Control, departments must have at the very least the following factors in order to be effective:

Consistent monitoring performed by specialized staff,
Regular feedback sessions conducted face to face, and including the rep's ability to listen to his/her calls so that behaviors are clearly identified,
Scoring guidelines that are regularly assessed for relevance and accuracy,
Involvement from operations and training personal to keep the effort relevant and in line with the needs of the operation
Regular calibrations sessions

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REFERENCE: CARTOON # 30

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