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.
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. Continue reading
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 lead to self-imposed depression. Don’t use Facebook to quality benchmark life.
Creating Quality Benchmarking in contact centers is much like using Facebook to quality benchmark life. The data points are not an accurate picture of reality. Why would you use benchmarking information to determine whether your center quality is world-class or not? Continue reading
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?” Continue reading
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
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 Assurance Program. One of the questions in 29 Quality Assurance Mistakes to Avoid asks “has number of calls handled been removed from your agent scorecards?” Our easy to understand approach provides the blueprint needed to become a more customer centric contact center and lower your costs to operate.
Consequences of the ‘how many calls’ mentality
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 help contact center leaders identify issues within Quality Assurance Programs. One of the questions within 29 Quality Assurance Mistakes to Avoid asks “Has handle time been removed from your agent scorecards?” Our goal in creating this tool is to help you avoid costly mistakes and eliminate mental anguish.
What happens if you don’t remove handle time from agent scorecards?
“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
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 of value. This e-book is designed to help you identify issues with your existing Quality Assurance Program by asking thought provoking questions, such as this, that will help you unlock the insights into how you are valued by customers. Value is a two-sided coin. The side we are most familiar with is the internal financial models of calculating customer value; specifically what does a customer mean to the company in regards to revenue or cost? But value also has a reciprocal element where customers feel valued they will value you more. That is the focus of this story. Continue reading
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 you something (e.g., Impact Quality Assurance model) that you simply did not know before.
Tenured and New need Contact Center Quality Hacks
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 Avoid. In the self-assessment the question was asked “Do your customers rate your agents’ level of professionalism as part of your current quality process?” The self-assessment is comprised of questions that are designed to help you identify issues with your current Quality Assurance program that many others have addressed on their way to exceeding their performance goals. We offer guidance and insights into these questions through these articles and videos. Why? We do it because knowledge-sharing is one of our core values and we care about you and the contact center industry. Just like you, we do not want you to spend valuable resources to strive for the middle of the pack. This e-book is designed to help you become a leader in this industry instead of just another contact center.
Trying to grade agent professionalism internally is a problem
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. Continue reading
What is Inter-Rater Reliability Testing?
The contact center industry is facing wide-spread instances of low employee morale and low overall customer satisfaction performance. Inter-rater Reliability (IRR) testing may help you to turn around this trend in your contact center. In order for this to occur the old method of quality monitoring calibration would need to be replaced with IRR testing.
Inter-Rater Reliability testing allows you to increase the consistency with your quality monitoring calibration process. Inter-Rater Reliability (IRR) testing for internal quality monitoring (iQM) practices is being used in leading contact centers to increase their agent performance and to address many of the chronic problems expereinced by using the traditional quality monitoring calibration process. IRR enables contact centers to be even more customer-centric by increasing the level of consistency from one agent to the next and from one grader of calls to the next. Continue reading
In this video learn about Doctor Ava Knight and her plight with delivering the best patient (customer) experience. Ava became a doctor because she loves to help people, she loves to connect with people, she likes to build relationships, she likes to know she has made a difference in the lives of people. Ava shares a lot of similar characteristics with contact center agents, and the attributes of people that are sought out for hire by contact centers. But Ava is also experiencing the mind-blowing reality contact center agents share with doctors.
After you watch this video, you are going to think about your personal stories of the doctors you like, the time you spend in the waiting room, and the time you spend in the examining room and begin to connect your personal reality to the life and plight of contact center agents. If you are like most, you will probably laugh at this story. But it’s not going to be a laugh based in humor. It’s probably going to come from some other place that feels more uncomfortable that gives you that hair stand up on your neck feeling. Continue reading
Do customers need more empathy? How do you know? The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Do you include the customers’ rating of agents’ empathy to their situation as part of your current quality process?” The e-book contains reflective questions designed to uncover opportunities with Quality Assurance programs within contact centers. Identifying opportunities or detecting weaknesses is a critical step on the journey to elevate your contact center to one of undeniable importance to the organization. Let’s not get too focused on finding answers in a benchmarking report. Find your own path to excellence by leveraging your Quality Assurance program. No one has resources to waste on the assumed outcomes from a benchmark study. This e-book was designed to help you become a leader and not a follower and get a better understanding of empathy and several other topics associated with contact center quality. Continue reading
When asked, contact center leaders agreed to these 8 things being on their list of wants. They are striving for these things and are looking to make changes. It is likely that all other leaders would be in agreement. In this video get the list and get answers.
What do you think contact center leaders want?
As contact centers are pressured by doing more with less and higher performance expectations, are their common requests and wants? It is more technology? Is it less complexity? At a recent contact center conference we polled many contact center leaders and found 8 common wants and wishes. Are they the same for you?
Please share your thoughts and your wants in the comment section below.