Devoted to the call center industry, the agents on the phones, and their managers

Most centers I’ve worked for see training and quality as a separate entity.  Some have decided to merge them in one department.  It is ideal that both functions are managed together.  Processes for improvement would be seamless and communication is easier.

Bear in mind that having them separate will also allow the manager to focus on getting more ideas, up-training and solutions on the table.  Different methodologies for each function can be researched and tested to get tangible results and more best practices shared.

Regardless whether a center has them together or not, they are both important to ensure that there is continuous business improvement.  The key is to have the trainers and QA evaluators communicate their daily findings, ideas and collaborate to produce sound solutions.  Once they stop sharing, expect the program to fail and operations will collapse.