Call Center Quality

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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 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 [...]

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 [...]

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 [...]

By | 2016-12-05T15:14:40+00:00 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 of value. This e-book is designed to help [...]

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 you something (e.g., Impact Quality [...]

By | 2016-12-05T15:14:41+00:00 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 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 [...]

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 [...]

By | 2016-12-05T15:14:41+00:00 April 23rd, 2014|Call Center Quality, Voice of the Customer|0 Comments

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. [...]

Videos on Contact Center Quality Assurance

This gallery of videos includes numerous topics related to contact center quality assurance programs (Check out the Contact Center Surveying gallery). Over the past several decades we analyzed what the best performing contact centers (high satisfaction and high cost containment) do and it is those observations that form the basis of the tutorials on contact [...]

Mind-blowing reality contact center agents share with doctors

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 [...]

Do customers need more empathy

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 [...]

By | 2016-12-05T15:14:41+00:00 April 17th, 2014|Call Center Quality, Voice of the Customer|0 Comments

Videos on Contact Center Surveying

This gallery includes numerous videos on contact center surveying (also check out the Contact Center Quality gallery). Over the past several decades we have discovered many truths and disputed many falsehoods about contact center surveying and we share several findings and myth busting in the videos in this gallery. Most all of these video are [...]

Video – 8 Wants of Contact Center Leaders

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 [...]

By | 2016-12-05T15:14:42+00:00 February 18th, 2014|Call Center Quality, Quality Assurance|0 Comments

Gallery – 29 mistakes to avoid with quality assurance programs

Below are the question pages in image format for 29 Mistakes to Avoid with Quality Assurance Programs eBook with Self- assessment. You can download the entire quality assurance ebook for free in our contact center resource library. If you would like permission to use these, or have any questions, you may contact us anytime. [...]

29 Mistakes to avoid with quality assurance programs

Mistakes to Avoid with Quality Assurance Self-Assessment and Tips Today Customer Relationship Metrics, L.C. released a new ebook 29 Mistakes to Avoid with Quality Assurance that includes a 29-point (and a bonus) self-assessment on common mistakes that can be avoided that ultimately undermine a contact center’s ability to maximize customer experiences with service delivery. The [...]

Wow Customer Experiences from Contact Center Quality

Do you want to deliver better customer experiences in your contact centers? Do you want customers to be wowed?  Are you happy with your contact center quality program? I know, these seem like stupid questions to actually expect a response. Really, who in their right mind would answer “no”?  This is exactly why I did [...]

Internal Quality Monitoring is unable to answer the quality question

Do you want to know if internal quality monitoring (iQM) scores help you to answer, what was the customer experience? You are continuously asked how well the contact center is serving the customer – how well is service delivered to customers who call to resolve a problem or to ask a question? In many contact centers, they [...]

What scale should I use for my customer satisfaction surveys?

When selecting the best customer satisfaction survey scale to use, the decision should be driven by several key points: What is the methodology for the measurement project? What is the intended use for the results? What are the best analytics to accurately interpret the results? What is the methodology for the customer experience measurement project? The research [...]

Obama Wins and a big data lesson for the customer experience

Analytics predicted an Obama win, and it’s a Big Data lesson for all customer experience and contact center professionals. Before the votes were cast, New York Times blogger Nate Silver predicted, with 90%+ confidence, that Obama would win the election. He did this while billions of dollars were spent on old methods of people calling [...]

Innovations in Mystery Calling would excite Sherlock Holmes

If Sir Arthur Conan Doyle were alive today, he would have written a story for Sherlock Holmes that would cause everybody in the world to rethink mystery calling for call center interactions. Sir Arthur Conan Doyle wrote fifty-six short stories and four novels about Sherlock Holmes. The first was published in 1887. In my opinion, [...]