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

The primary task of a Quality evaluator is to listen to calls and score them using an audit form.  It’s pretty standard to split the form into two:  Soft Skills and Compliance.  This is what QA personnel are used to and think that their skills are dependent on using the checklist they’ve been provided with.  On the contrary, a QA’s job doesn’t stop there.

If one is to cut a call into pieces, they will realize that placing them all in a form would end up with a list of 100 items or more.  Now, that isn’t efficient at all and you will have to hire more than what is needed.

Now ask this, “What would happen if you trained your personnel to listen beyond the form and do a simple call analysis?”  If you do it correctly, you will have a unified answer to any question that isn’t even found in the score sheet.

The implementation of “listening beyond the form” has made it easier for supervisors to give an overall analysis or reinforcement to the data being collected.  It has helped create sound action plans supported by hard data.  It has also made monitoring and coaching easier.

But, what do we specifically listen for that are not found in the form?  We welcome your thoughts while I write the next segment.