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

More good stuff as we continue on what to look for when listening to calls.

Listening to audio quality would mean hearing scratchy audio, static, echoes as if you were in a tunnel, low or intermittent volume.  This is a partial list and not a lot of QA teams have tried doing this.  It’s normally done by operations by getting feedback or disseminating trackers from agents and team leaders.  Though this may be effective, you can’t expect a lot to submit them, sometimes because agents focus on the calls anyway.  Why would you stress them out to report something out of their job description?

Have you ever experienced scoring a low score on an agent’s call but felt in your gut that it could’ve been better if there wasn’t too much static?  It isn’t found on the form so why should it be considered.  The poor agent now has to suffer the consequences.  Some may think this rarely happens, but believe it or not, it occurs a lot regardless whether it’s an outsourced or in-house call center.  Few report it because no one told them to do so.

So, the next time you hear something other than two voices interacting on the phone, report it and take a note of it when you score your calls.  Perhaps this is something that shouldn’t be official so that metrics are not affected.