Call Center Quality

Call center quality often refers to the efficient operating of a call center business unit. For organizations that are more customer focused, call center quality refers to the levels of customer experience delivered.

How to Improve Agent Performance without the Ding

Many contact centers struggle with how to improve agent performance. Too fast, too slow, not good enough can create a very contentious relationship between employees and management. Sometimes the relationships turn toxic.

Toxic Will Not Improve Agent Performance

Nobody that works in a contact center wants it to be a toxic environment. And to many […]

3 Things Enable Agents to Increase FCR

Everyone knows that repeat callers are expensive, even really expensive. That’s why most companies track First Call Resolution (FCR) as a metric on their agents’ scorecards. Hold them responsible for FCR and the percentage will improve, right?

Maybe not. Your plan may be undermined by your company and its internally created road blocks that make FCR […]

Voice of the Customer Resolutions for 2015

It’s time to change what you do so you can change what you have received. Yep, that’s right, it’s resolution time.

Did you know that the second week of January is almost always the busiest of the year for health club memberships. And 80% of the New Years Resolutions crowd drops off by the second week […]

How to Implement a Lean Quality Assurance Program

When your contact center is faced with a process issue, how easy is it to fix it? Once you spend countless hours identifying the issue and come up with a solution, will that be enough to get buy-in from senior management to proceed with a fix? What happens when upper management asks for proof that […]

What side of the quality assurance argument are you on?

It is not difficult to achieve a consensus that it’s necessary to have a quality assurance program in your contact center. Unfortunately, not everyone in the organization agrees on the value of the program. This quality assurance argument causes a lot of frustration but is something that you can overcome.

Some view quality assurance strictly as […]

By |October 23rd, 2014|Call Center Quality, Quality Assurance|0 Comments

Skyrocketing contact center investments not fueled by costs

Proving that your quality program contributes a positive ROI often times feels like searching for the Holy Grail with your contact center investments.

On the surface, the question “can you prove that your quality program produces a positive ROI?” sounds simple. If not simple, at least do-able. But, the answer […]

Yes, You accidentally cause agent burnout

Hi, my name is Susan. I’ve worked in the Customer Service Department for my company for just short of 20 years now and I absolutely love most everything about it. I’m one of the top ranked agents in the department and, according to the masses, I work for one of the best managers in the whole company. But lately I think I’ve experienced agent burnout because I have begun to think about doing something different.

Normally I keep to myself and just go with the flow when it comes to what management wants me to do from day to day. However, as I get older I feel I need to address the elephant in the room – aka our QA program. I’m sure the process was created with good intentions; however, it seems to have outlived its usefulness, and my tolerance. Please let me share with you my perception and let me know what you think. […]

Delivering that Chick-fil-A Contact Center Experience

As a customer experience consultant, I look at every consumer experience as a learning experience. Last week, I conducted a “quality review” at Chick fil-A® to better interpret the contact center experience.

I purposefully arrived during the lunch time rush and joined the line to order just outside the door. It was just like being in queue for a contact center agent. But I never mind waiting at Chick fil-A® because I get to watch, instead of hearing IVR messaging. It’s so interesting to watch the team behind the counter when they have a queue.

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Top 4 Reasons Quality Fails

You created your quality process in order to help improve the overall quality within your contact center, but is it easy to find the reasons quality fails? How you uncover the unintentional reasons quality fails is what will set you apart from your competition.

When a client implemented a new quality assurance process they expected to […]

By |July 31st, 2014|Call Center Quality, Quality Assurance|0 Comments

Quality investments are like Granite Countertops

Have you ever built a new home? They say building a home is one of the most stressful activities you can ever undertake in life. I agree. It was one of the most stressful endeavors I ever had!

There is a seemingly infinite number of decisions to be made. It’s not at all like taking the romantic notion of “let’s build the house of our dreams” to completion. Adhering to the construction budget, while actually sticking to the main point of the project, is difficult to do.

Your idea of quality in building a home may be more like $295/sq. foot when you can actually afford $225/sq. foot. But you have to understand the value of your investment to be wise. […]

3 Quality Benchmarking Lessons from Facebook

Social media outlets like Facebook provide a continuous update on how fabulous everyone’s life is. At any moment of the day there’s a new post about something fabulous. But beware of trying to compare the happy summaries you see to your own life. It’s crazy to get sucked into that comparison game and it can […]

Gaining control of your contact center surveys

The idea of Performance evaluation can strike fear in the most confident of individuals. So can contact center surveys. Do you remember what it feels like on the morning of an important test? A final exam? Or a presentation for that huge project? I remember very clearly the moments before my dissertation defense, thinking how those three people held my future in their hands. Am I prepared? Will the assessment be fair? What if it’s not fair – oh my – I can feel my heart rate accelerating just thinking about it.

Assessment is necessary, but it shouldn’t be a necessary evil. As you participate in the 29 Quality Assurance Mistakes to Avoid self-assessment, explore the idea “Is your assessment of the customer experience more important than your marketing department’s?” […]

Why linking quality results to corporate objectives is bad

Linking quality results to your corporate objectives is a fundamental expertise in which all contact center quality assurance programs must excel. I will show why it’s most often done terribly and how you can get better at it in a moment. Not only must it be done well, it should be updated on a regular basis.

I have spent the past 20 years in customer service and contact centers. I have found that linking quality results to corporate objectives to be a common element that was missing or being badly done when customer insights were revealing a contact center’s poor service. When customers are telling you that your brand promise and customer promises are not being delivered via the contact center, linking quality results to corporate objectives is going to be an area of opportunity. I guarantee it.

Linking quality results causes executive disconnect

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How many calls can agents handle?

How do you determine how many calls your agents should handle in an hour? It’s seems like a simple goal setting process, but is it really simple?

In order to help avoid costly mistakes that are difficult to overcome, Customer Relationship Metrics has developed a self-assessment that will help you identify issues within your own Quality […]

Why you must remove Handle Time from Scorecards

What? Remove handle time from agent scorecards?! Yes. You also need to do something else. This case study example provides a model you can use to prove why you must remove handle time from scorecards. If you have already taken this action, please share your results.

Recently Customer Relationship Metrics published an e-book and self-assessment to […]

Contact center knowledge base – friend or foe?

“Does your quality department have the authority to make changes to your knowledge base platform?” is one of the questions asked in the 29 Quality Assurance Mistakes to Avoid e-book and self-assessment. Our intent in asking this question is not to assess the quality of your contact center knowledge tool, but instead to determine if it’s being managed properly. The e-book contains diagnostic questions to help you identify issues affecting your Quality Assurance program. We want to offer insight to help illuminate missed opportunities, especially those which are pervasive in the contact center industry. For contact center agents, access to company knowledge is a vital component to being able to deliver an exceptional customer experience.

It’s easy to make your contact center knowledge base a foe

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By |May 22nd, 2014|Call Center Quality, FCR, Quality Assurance|0 Comments

Mystery Calculating Customer Value Revealed

Calculating customer value is one of the areas of focus in the 29 Quality Assurance Mistakes to Avoid e-book and self-assessment. The question asked, “Do you include the customers’ rating of being treated as valued in your quality process?”, gets to the root cause of the customers’ calculation […]

10 Contact Center Quality Hacks

Contact center quality hacks offer ways to transform contact center quality assurance to make your life easier. These low-budget tips and tricks (just like 1000 Life Hacks) can help you organize and reduce the complexity of contact center quality assurance programs; enhance and preserve contact center agent engagement; or teach […]

By |May 6th, 2014|Call Center Quality, Quality Assurance|0 Comments

Why you should not grade agent professionalism

Why you should not grade agent professionalism is one of many topics for discussion you will find in the self-assessment and e-book 29 Quality Assurance Mistakes to AvoidIn the self-assessment the question was asked “Do your customers rate your agents’ level of professionalism as part of your […]

How courtesy can undermine agent performance

How can courtesy undermine agent performance? How does that happen? The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Do your customers rate your agents’ level of courtesy as part of your current quality process?” The e-book contains questions that are designed to help you uncover issues with Quality Assurance programs within your customer contact center. Our desire is to help prevent you from following an industry trend of reliance on benchmarking (with the average performers) in order to evaluate your operations. We would hate to see you make a costly mistake of striving to reach average results. Nobody wants to dedicate valuable resources that undermine the ability to excel. This e-book was designed to help you sprint past mediocre; straight to the front of the pack. […]

By |April 23rd, 2014|Call Center Quality, Voice of the Customer|0 Comments