When I started in the industry, the Quality or Audit form was the only tool to measure call quality. Compliance and soft skills were the two main categories you can find in this checklist. It focused more of what the company’s goals and processes are, plus including some courteousness during the call.
Just recently, the forms are being correlated to CSAT surveys. Teams had to analyze what customers wanted and whether the QA form was in sync with the delivery of the agent. Lo and behold! Many have found that it wasn’t as simple as correlating it with one another. The truth of it all is that the QA items will show what customers are complaining about and the scores are going the other direction.
Currently, QA professionals are creating forms that will affect the CE or CSAT score of any agent or center. Items are not a reflection of whether the agent communicated the company’s processes or if they are compliant, but more in the lines of ensuring they don’t commit any illegal act or violations that will affect a customer in the long run.
Look at your forms and modify it accordingly. Put the customer first and you will definitely pass with flying colors! The benefits are endless, not only for your front liners but for the company as well.
Read more about VOIP Definition, Soft Phone and VoIP Buster.
» Precision Monitoring: A Different Perspective when Listening to Calls from CallCenterScript
Listening to agents take or make calls is traditional in a call center. This is called Agent Performance Monitoring. Quality forms are made to check compliance, specifically what agents did or didn’t do during the call. Though t... [Read More]
Tracked on: December 30, 2006 8:51 AM | Permalink to Trackback