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Quality Monitor Program for a Call Center
Training & Organizational Development
Quality Monitor Program for a Call Center
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Does anyone have a list of items required for call center employees? Something like: 1. States full name 2. Asks, "How can I help you" 3. Provides information in a concise manner etc... Any o
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Quality Monitor Program for a Call Center

posted at 5/29/2008 11:55 AM EDT
Posts: 55
First: 2/6/2006
Last: 8/10/2009
Does anyone have a list of items required for call center employees? Something like:

1. States full name
2. Asks, "How can I help you"
3. Provides information in a concise manner
etc...

Any other tips for getting a QM program started would be most welcome.
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Quality Monitor Program for a Call Center

posted at 5/29/2008 3:22 PM EDT
Posts: 108
First: 4/15/2007
Last: 8/17/2009
A quality monitoring program starts with getting clear about what constitutes quality, not delving into the minutia of tasks. For your call center, quality might mean satisfied customers or customers that want to buy again. Then think about what are the indicators that quality has been achieved? Think in terms of outcome (lagging) and process (leading) indicators.

Lagging indicators might include:
-No. of call hang ups
-Score on a customer satisfaction survey
-Dollar value of onsells/upsells

Leading indicators might include:
-Time to answer
-% calls resolved at Tier 1
-% repeat calls

Then for each lagging and leading indicator, get the team together to brainstorm actions that will improve the results. These actions can then be distilled into a customer service manual and form the basis of future training. Of course, monitor the results periodically and feed back to customer service reps.

I hope this helps.

Les Allan
Author: From Training to Enhanced Workplace Performance
www.businessperform.com/html/effective_training_tools.html
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