call monitoring

How Important is Training for Call Center Supervisors & Managers?

Customer Service Starts With Coaching the Coaches
Many times when we think about Call Center Quality Assurance, we focus our attention on the front line agents. We also tend to focus most of the training & coaching in a customer service organization on customer service reps (CSRs). Front line agents can only perform to the level of quality they are trained to know.

Mystery Call Coaching: Leveraging Measurement to Achieve Improvement

QA: Measure All You Want, but Measuring Alone Won’t Change Anything

Getting in shape and losing weight is a great analogy for call center quality assurance (unless you’ve decided your New Year’s fitness resolution was just so last year!). In a fitness program, we measure (or weigh) ourselves often – perhaps even daily. In quality assurance, we measure ourselves often as well – by evaluating calls.

The Best of the Worst Customer Service

There are so many examples of truly horrible call center experiences out there. Just Google ‘worst customer service stories’ and browse through some of the 13.8 million results. As you read about some of these customer service incidents, believe me – the outrage will build:

Call Center Performance Improvement: 7 Tips for Inbound Mystery Coaching Call Evaluations

The Value of Feedback

First things first: accurate, timely feedback offers tremendous value to both call center front line agents and their employers. Mystery calls – calls where a third party evaluates customer service performance as well as adherence to specific company policies remotely via telephone – are a widely-used practice that let companies keep tabs on agent performance while providing the feedback they need to improve.

Understanding Rewards-Driven Call Center Employee Development Programs

A few months ago, I read a LinkedIn Group post regarding reward programs for front line personnel. The conclusion was that such programs were only marginally effective, at best.

Successful Call Center Quality Assurance: Spotlight on Coaching

Call Center QA programs have many components that are mission critical. Coaching – a training and development tool to ensure employees have the knowledge & skills necessary to perform their work at a high level – is a popular tool for QA-focused call center managers.

Untangling the Web of Call Center Quality Assurance

Call Monitoring, Technology, Calibration, Training – Improving Customer Outcomes is Complex Business

Call Center Quality Assurance is All Grown Up.
Call Center Quality Assurance – the tasks, tools and procedures used by the call center industry to measure and improve the quality of the center’s operation – has certainly changed over the years.