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.

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, [...]

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 [...]