It’s hard to believe that CSR has been in business for 27 years this August. Wow. Happy birthday to CSR Inc.!
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.
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.
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:
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.
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.
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.
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.