mystery call

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.

Top 5 Best Practices for Deploying a Behavior-Based Mystery Calling Incentive Program

While mystery calling incentive programs remain one of the most effective ways to encourage agent growth and improvement, it’s important to handle them right. The key word is incentive. Time and again we’ve found that agents respond more favorably to programs they see as opportunities for reward rather than “gotchas” that lead to punishment.

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.