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Article : Five Steps to Reinventing Quality Management in Contact Centres

#contactcenterworld, @puzzelsolutions

Thomas Rødseth, VP of Product & Marketing at Intelecom, says it’s time to follow the lead of smart, successful organisations with a fresh approach to Quality Management.

It’s time to follow the lead of smart, successful organisations with a fresh approach to Quality Management

For years quality management (QM) has remained stuck in a time bubble while the world has moved on. How often have customers complained that your agents sound like robots reading off a script or they feel hurried as agents try to get them off the phone as quickly as possible? That’s because, traditionally, quality has meant focusing purely on tangible performance targets and operating contact centres on a command and control basis.

The truth is quality management of the ‘tick the box' variety is history. Customer experience and a team-based culture are now the name of the game. As contact centres move from a purely service level, metrics and costs model to a valued-based approach that matches customer needs to the ideal product or service and loyalty is paramount, quality management is back in focus.

Here are five-steps to re-inventing QM and your overall business in one fell swoop.

  1. Put the customer at the heart of everything – customer experience now competes head on with the efficiency agenda which has dictated contact centre priorities for decades. Truly listen to the voice of the customer. Why not ask them what makes a quality experience and then build your people, processes and technology around it? Finally, check back in with customers for their direct, honest feedback to make meaningful changes, boost customer satisfaction and ultimately brand loyalty.

  2. Empower agents – gone are the days when managers operated a command and control contact centre. Agents need freedom to apply their expert knowledge and experienced judgment to deliver the best possible customer service. Rather than treat them like cogs in a restricted, process-driven wheel, make them feel like respected contributors in a collective mission to improve service quality and the customer experience.

  3. Promote a culture of continuous improvement - assessing quality levels is critical. Invest in interaction analytics to monitor the performance of individuals and team compliance against regulatory targets. Use shared dashboards to stay up to speed with top performers and celebrate team successes. Create a culture of continuous improvement with peer-to-peer and self-evaluations of calls to share learning and new ways of interacting with customers. Team leaders are now coaches – encourage them to motivate staff to achieve personal breakthroughs through a mix of quality bootcamps and individual face-to-face sessions.

  4. You can’t do it alone – involve other parts of the business and encourage collaboration to align quality strategies, provide practical guidance and introduce consistent ways of working for customer-facing teams like sales or marketing. Share customer feedback to improve business processes and support commercial decisions or marketing campaigns.

    Align contact centre Key Performance Indicators (KPIs) with the overall goals of the organisation and use relevant management information to discover new trends, gather valuable customer intelligence and business insights that can be shared. A company-wide approach to quality has the power to drive business success.

  5. Cloud is the way to go - the latest cloud-based contact centre solutions will simplify your QM programme. Record calls to capture the end-to-end experience of the customer even if the call has been transferred outside the contact centre environment or occurs across multiple channels. Implement post-call surveys to elicit customers’ views and automatically generate detailed reports on any feedback captured. Investing in software solutions will improve insight for contact centre managers and arm them with the hard evidence they need to mould their operations for maximum impact.

Follow these five simple steps to become a smart and successful contact centre. Keep the customer in mind, invest in training and retaining agents and be committed to continuous improvement at all levels, inside and out. A fresh approach to QM and building a corporate-wide quality culture is the recipe for success – happy staff, happy customers and healthy profits.

#contactcenterworld, @puzzelsolutions

About Thomas Rødseth:
Thomas has worked in the telco sector in Europe for over 20 years, including companies such as O2 and Telenor. He has a background in managing large contact centres, employing more than 1,000 agents, giving him first-hand experience of trying to achieve operational efficiencies whilst delivering a great customer experience.

About Puzzel:
Company LogoPuzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
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Today's Tip of the Day - Games Trainers Play

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Published: Wednesday, March 15, 2017

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2021 Buyers Guide Headsets

All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing




Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.


Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.

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