Quality Assurance

/Quality Assurance

Quality assurance in a contact center is a set of processes and procedures that are used in an effort to improve the customer experience and reduce wasteful operating practices. Register for a complimentary check-up.

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 [...]

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 [...]

How to raise customer confidence with your contact center agents

The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Do your customers rate their confidence in the answer provided by the agent as part of your quality process?”  The e-book contains questions designed to uncover opportunities in Quality Assurance programs within customer contact centers. A major task for management is to [...]

By | 2016-12-05T15:14:41+00:00 April 10th, 2014|Customer Experience, Quality Assurance|0 Comments

How the contact center can deliver your brand promise

The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Are your customers evaluating their level of confidence in the information provided to them as part of your quality process?”  The e-book contains a thought-provoking self-assessment that is designed to create self-awareness and leading practice awareness. Unlike benchmarking your Quality Assurance program [...]

By | 2016-12-05T15:14:41+00:00 April 3rd, 2014|Quality Assurance|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 [...]

Contact Center Resources for Marketing Professionals

All of the brand promises developed by marketing professionals can be fulfilled, broken, or discovered in the contact center. More and more marketing professionals are taking keen interest in the operation and insights that can be captured in contact centers. Moments of truth, magic moments, defining moments, tipping points, perceptions, expectations, and recovery can all [...]

Why consistency with QA calibration may make you inconsistent

“Do you conduct inter-rater reliability testing?” is a question that is included in the 29 Quality Assurance Mistakes to Avoid e-book and self-assessment. This e-book contains diagnostic questions to uncover common errors made within Quality Assurance programs in contact centers. Benchmarking is not always helpful if you want to break-away from the pack and deliver [...]

Why QA must generate a company score beyond VoC

“As part of your QA process, are you generating a score for the company?” is one of the questions included in the 29 Quality Assurance Mistakes to Avoid e-book and self-assessment. The e-book includes diagnostic questions designed to uncover opportunities with Quality Assurance in contact centers. While benchmarking reports may be an easy way to [...]

By | 2016-12-05T15:14:42+00:00 March 13th, 2014|Quality Assurance, Voice of the Customer|0 Comments

How do channels like e-mail, chat, Twitter and Facebook impact the agent

Recently Matt McConnell interviewed Jim Rembach at Customer Relationship Metrics; the original post is located on Intradiem's blog. In an effort to provide better customer service, contact centers have added more channels of communication. But how do channels like e-mail, chat, Twitter and Facebook impact the agent? Ultimately, it’s a balancing act, says Jim Rembach, senior vice president [...]

What’s the right number of things to measure on your QA form

“Do you have less than 20 scoring criteria to grade on your internal quality monitoring form?” is a question that is included in the 29 Quality Assurance Mistakes to Avoid ebook and self-assessment. What’s the right number of things to measure on your QA form? Seeking your answers in benchmarking reports may seem like an easy [...]

By | 2016-12-05T15:14:42+00:00 February 26th, 2014|Quality Assurance|0 Comments

Why FCR is not a contact center metric anymore

“Do other parts of your business take responsibility for FCR performance?” is a question that was included in the 29 Quality Assurance Mistakes to Avoid ebook and self-assessment. The ebook and self-assessment includes a series of diagnostic questions to uncover long-term problems of Quality Assurance in contact centers. It’s likely that you have seen benchmarking information on [...]

By | 2016-12-05T15:14:42+00:00 February 20th, 2014|FCR, Quality Assurance|0 Comments

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

Top Reasons Quality and Training Programs Must Integrate

“Are your quality and training programs integrated?” is a question that was included in the 29 Quality Assurance Mistakes to Avoid ebook and self-assessment. The ebook and self-assessment includes diagnostic questions to uncover common problems of the long history of Quality Assurance in contact centers. As a fallback, it’s natural to seek benchmarking reports for [...]

By | 2016-12-05T15:14:42+00:00 February 11th, 2014|Customer Experience, Quality Assurance|0 Comments

Video Measuring the Customer Experience 5 Issues and 5 Actions to Take

Measuring the Customer Experience with Customer Satisfaction (CSAT), Net Promoter score (NPS), American Customer Satisfaction Index (ACSI), and Customer Effort score (CES) – are all topics of discussion in this on-demand video. Which one is right for you? Are you "stuck" with one of them? What do you do? Measuring the customer experience is challenging [...]