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.

Your agents are only as good as the processes behind them; so what’s wrong with your processes?

Being in the industry makes me hyper sensitive to call center service when I am a caller.  I’d classify myself as a good customer because I try to set them up to be successful.  I try to never raise my voice and I always remember that they are only as good the processes that are [...]

Why the Quality Assurance and Training Study Results Scare Me

In late May, the QATC (Quality Assurance, Training and Connection organization) published the results of their quarterly survey on critical quality assurance and training topics in call centers, focusing on quality monitoring call calibration practices.  I found the survey results to be quite interesting (sometimes scary), but for very different reasons than highlighted in the… [...]

Reducing volume in your call center is simple, hide your number

I recently had a small issue with Verizon that I wasn’t able to resolve on the web site.  Not a big deal. But when clicked on ‘Contact Us’ and then ‘By Phone’, instead of giving me the phone number, I was met with a pop-up window that said:  “We're sorry...we are not able to process [...]

Is UPS or FedEx damaging FCR in your Call Center?

I primarily shop online and therefore get many packages delivered.  My UPS deliveryman never makes eye-contact, never says hello; he just tosses me the package and has me sign.  Conversely, whenever I get a package from FedEx, this cheery fellow smiles while he asks me how I’m doing, and tells me to have a nice… [...]

Quality Monitoring Calibration the Worst Call Center Common Practice

An ebook titled Eliminating the Worst Call Center Practice: Quality Monitoring Calibration, is an extraordinary and unprecedented look into one of the most utilized processes in a call center. This ebook exposes a level of ignorance in the call center industry that is so wide-spread it will amaze you.When you read this ebook, you will [...]

7 Call Center Survey Rules to Live by

How do we ensure that customer experience results are a profitable business process in the call center and elsewhere in the organization? To increase the value of the initiative, be certain that the research is done the right way, and not only done for the sake of surveying customers.  Note that customer feedback results will [...]

Call Center Agents Create Happy Customers

In our debut issue of “Knuggets and Knuckleheads,” we thought it would be appropriate to start off on a positive (Knugget) note.  It’s always nice to hear from happy customers regarding call center agent performance, and well, these folks are certainly happy. We collected these while conducting work for our call center clients with our [...]