How to Implement an Effective Call Center Quality Assurance Program

Posted by Anonymous , 9/4/2007 Tags:ImplementEffectiveCallCenterQualityAssuranceProgram
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How to Implement an Effective Call Center Quality Assurance Program

Introduction

Almost all call centers have a quality assurance program, but many of these programs don't work. Follow these steps to ensure that your quality assurance program is effective.

Instructions

Difficulty: Moderately Challenging

Steps

1

Step One

Ensure that you have the call monitoring equipment necessary for a quality assurance program. Someone must be able to monitor your calls in order to improve quality in your call center.
2

Step Two

Monitor a large enough sample to ensure quality for individuals and the group as a whole. This means you must monitor each individual.
3

Step Three

Develop a quality program to include the work the associates do on their computers as well as on the phone. Call center employees must be accurate with their after-call work in order to avoid a repeat call with an angry customer.
4

Step Four

Institute specific performance goals for your employees and hold them accountable for reaching those goals. Make sure you have the right goals set. Balance, speed and accuracy.
5

Step Five

Check that your quality associates are scoring employees the same way. The call center quality assurance program must be consistent and repeatable.
6

Step Six

Arrange side-by-side training for your employees. Both quality assurance associates and managers should sit with the call center employees in order to listen to calls and provide real time advice.
7

Step Seven

Reward your employees for good performance. Provide monthly recognition to employees with the best quality. Money is a nice reward, but public recognition can keep employees focused on quality.

Overall Tips & Warnings

  • Do not evaluate quality assurance associates based on the scores of the group.

Overall Things You'll Need

  • Call monitoring equipment
  • Computer
  • Performance reports
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