I’ve conducted several client presentations and this is the first time I’ve met a client that is interested in process improvement, other than quality compliance. I can still remember the question, “So, who is responsible for improving our processes? This is something we are interested in doing and hope you can help us.” This is great news!
I had a huge smile and started to explain the responsibilities and tasks of the Quality team. It felt so good.
It’s pretty basic but we’ve managed to include a quality form to check their current processes in relation to the calls we listen to. It’s more difficult and tedious because you need to assign a certain process to one form. We tried making a form that was more generic but it wasn’t as effective as we thought it would be. It was a hard lesson we had to learn.
Now, we’ve incorporated it into our forms with the help of our client. The first step was their current defects were and based on their current CSAT standing. After which we had to then listen to current calls to do a “process audit”, which is synonymous to what is being done. We now use statistical tools and graphs to help us quantify it. Alas, we then focused on processes and improved it one at a time.
I’m hoping that this would grow and I believe this is the next phase that QA analysts should start learning.
Great reading. Being a QA Mananger for an outfit performing process audit, and process improvement for outbound call centers,I ma faced with the challenge of creating a performance tracker on the recoreded calls. What are the vectors we track agents on, and what should the scoring sum up to. This is an useful site and please keep posting more such articles. People like us can say "Aha here comes one that can read my mind". Thanks.
Posted by: Madhu | November 4, 2006 9:48 PM | Permalink to Comment