Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Quality Assurance Guidelines For Call Center Managers - PlayVox - ContactCenterWorld.com Blog

Quality Assurance Guidelines For Call Center Managers

Let’s take a moment to reflect on the term ‘quality assurance.’

 

Quality: a degree of excellence as measured against other similar things

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

Assurance: Confidence or certainty

So what does quality assurance mean in a call center? It means being confident or certain that your call center is achieving excellence. As a call center manager, quality assurance is the axis around which all your call center operations should revolve. If happy customers and a productive workplace are your priorities, then top-notch quality assurance is a must. Here are some quality assurance guidelines for call center managers to ensure measurable excellence.

 

Begin with the end in mind

There are many different ways to measure call center performance, not to mention individual agent performance. The call center industry is chock-full of acronyms for different metrics: KPI, AHT, FCR, to name just a few.

Chasing down anything and everything that can be measured will leave you, your agents, and your QA team adrift in a sea of data, rudderless and unable to navigate this information in any purposeful direction.

Before you decide what to measure, you need to know why you’re measuring.

  • What are your top goals for customer service?
  • What areas of call center operations are ripe for improvement?

Answering these questions first will help you to focus your QA efforts, making sure you have an idea of where you want to end up before you begin.

 

Make sure your metrics are actionable

No one likes being told what they’re doing wrong without having the power and direction to improve. QA is not just about monitoring and measuring; it should also be about coaching and improvement.

If, for example, average handling time (AHT) is a weakness in your call center, you as manager should work with the QA team to monitor this metric and develop training modules or systemic changes that target this particular area.  Chief among quality assurance guidelines for call center managers should be to ensure actionable metrics. Data is nothing without action.

**Using data mining to improve the customer experience in your call center**

 

Monitor more than just calls for quality

The digital landscape is evolving. Customers no longer rely principally on the phone for contacting customer service representatives. Make sure your QA team is also monitoring your agents’ email, live chat, and SMS interactions with customers.

**Top 5 preferred customer service channels**

 

Be sure to have guidelines and procedures in place for agents operating on these channels. If this is a blind spot in your QA system, it’s time to shed some light on digital customer interactions to ensure high quality customer care on all fronts.

 

Like it or not, big brother is (or should be) watching

“This call may be monitored for quality and training purposes” is a phrase that your agents and customers should be familiar with. Recording calls and regularly reviewing them for predetermined qualities should be a major function of your call center quality assurance team. Make sure your QA team has a well-developed scorecard to measure the features of these recordings, rather than just listening and judging aimlessly.

**8 steps to creating an effective call center scorecard**

 

Make QA efforts ongoing rather than merely periodic

Quality assurance is only as effective as it is consistent. Make sure your QA system operates on an ongoing basis. Software such as Playvox can help you to manage your metrics on a real-time basis that is visible to agents and management, facilitating measurement and improvement that is as steady as your callstream.

Not sure how to fit coaching into your day-to-day schedule? Use the call volume data collected by your CRM system to determine reliable off-peak times in your center, and use this time for full-group, small-group, or one-on-one coaching sessions. Your agents will appreciate the feedback.

Use a combination of in-house and third-party QA

Having your own internal QA team can save money and increase buy-in from your agents, especially if the team has established a proven track record of being fair and trustworthy.

An in-house QA team can change or re-calibrate various metrics at no additional cost to your call center. Consulting a third-party QA specialist, however, is also essential. An outside consultant can provide you with unbiased, reliable, standardized information about your call center’s performance.

Plus, QA consultants possess specialized training and knowledge that you may not be able to match using solely an in-house team.

 

Compare to other call centers

Benchmarking your own data against the data of other call centers can give you insight as to how your agents measure up to industry norms. Some QA consultants provide benchmarking services, or you can use your own networking skills to establish benchmarking partners around the industry. Attending seminars or conventions for call center managers can provide such networking opportunities.

Be sure you have an idea of what features you wish to compare.

  • What metrics are other call centers measuring?
  • What do their QA processes look like?
  • What are their quality assurance guidelines for call center managers?

 

Get agents involved in developing quality assurance guidelines for the call center

Agents will be more engaged in a QA system that they helped to develop. Involve agents in decisions such a goal-setting or scorecard development. Consider allowing agents to choose their own calls to be reviewed by QA; this removes the uncomfortable ‘gotcha’ factor and can even make call selection more efficient (agents can choose their best and worst call from the month to be reviewed).


Ensuring excellence is at the heart of quality assurance, and managers are instrumental to how QA is conducted. Making QA a high priority in your call center will mean a workplace that operates at peak productivity and customers who are highly satisfied.  

Source: http://blog.playvox.com/quality-assurance-guidelines-for-call-center-managers

Publish Date: January 4, 2017 5:00 AM


2020 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

3.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878
 



View more from PlayVox

Recent Blog Posts:
How To Improve Your Customer Service With Quality AssuranceJune 23, 2017 5:00 AM
Benefits Of Using Both CRM & QA Software TogetherApril 5, 2017 5:00 AM
4 Best Practices Of Using QA Software In The Contact CenterMarch 31, 2017 5:00 AM
Boost Your Contact Center QA With PlayVox’s Third-Party IntegrationsMarch 29, 2017 5:00 AM
5 Ways Your Call Center Can Seduce Millennial Customers And Turn Them Into Raving FansMarch 24, 2017 5:00 AM
Lowering Inbound Call Volume To Improve Your Customer ExperienceMarch 17, 2017 5:00 AM
How To Use Customer Satisfaction Surveys To Gain Actionable Insights For Your Call CenterMarch 15, 2017 5:00 AM
How Upwork Improved Their Customer Service And Upskilled Their Agents With PlayVoxMarch 10, 2017 5:00 AM
5 Ways Virtual Agents Can Improve Website Customer EngagementMarch 8, 2017 5:00 AM
How To Ensure Data Security And Privacy In Your Call CenterMarch 3, 2017 5:00 AM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 6
 25342 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =