Tag Archives: Quality Assurance

BLOG – SIKORSKI’S THINK ABOUTS – QA PROGRAM: FORMAL MONITORING POLICY

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A formal policy should be in place and detail:

  • Performance Guidelines
  • Tools and Measurements
  • How reviews and scores will be communicated

Here are the components:

  • Performance Evaluation Policy Form
  • Performance Standards (Calibration) Chart
  • Quality Monitoring Form
  • Performance Evaluation Form

If you would like samples of these forms, please send me your email and I will gladly share . . .

Trends in Quality Assurance:

  • Less punishment more training
  • Cheaper data storage
  • Helps the rest of the business
  • Integration with other systems
  • Customer surveys and be sure to share with your staff
  • Screen capture with recording
  • Speech analytics

This week’s question for your Supervisors – Do we have sufficient staff reviewing employee performance?  If not, what is your plan to prove why you need more?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts

BLOG – SIKORSKI’S THINK ABOUTS – QUALITY ASSURANCE PROGRAM – COACHING

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What will coaching do?

  • Correct undesirable behaviors
  • Improve communications skills
  • Increase productivity
  • Decrease Employee Turnover
  • Staff will become more engaged
  • Result in suggestions to improve procedures
  • Optimize Contact Center performance

Role of your Supervisors/Team Leaders

  • Must meet Objectives and KPIs
  • Own the quality of their team
  • Identify opportunities to improve each agent
  • Modify agent behavior through coaching

Role of your QA Analysts

  • Monitor for compliance
  • Establish company standards
  • Provide the calibration function
  • Identify company trends
  • Identify areas for improvement

Gone are the days of big brother watching

Employees want to know . . .

  • How am I doing?
  • How do I sound on the telephone?
  • What could I have done better on that interaction?
  • What should I have said to make the sale?

This week’s question for your employees – Why do you like being coached?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts

BLOG – SIKORSKI’S THINK ABOUTS – QUALITY ASSURANCE PROGRAM – BASICS #1

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Key operations point for your Customer Care Center:

  • Customer experience as your primary goal
  • Service as a product
  • Employees as your greatest asset
  • Quality as everyone’s responsibility

Contact centers are shifting the focus of key performance indicators from quantitative to qualitative measurements.

The number of calls handled in a busy hour, average talk time and wrap-up times are losing their importance.

Service Savvy customers expect:

  • Personalized service
  • To do business at any time and on their terms
  • Customer intimacy
  • Raised standards of service
  • Operational excellence
  • Innovation

Why innovation?

To Innovate . . . is to Improve

Meeting the needs of your customers can only be achieved with a robust . . . QUALITY ASSURANCE PROGRAM.

  • Verifies how your contact center is performing
  • Identifies your purpose and processes
  • Determines your goals
  • Improves customer contacts and agent performance
  • Data analysis assists you with
    • ŸTraining Evaluation
    • ŸProducts and Services
    • ŸMarketing Campaigns
    • ŸAgent Use of Technology
    • ŸPerformance Trends

This week’s question for your employees – When was the last time you updated your QA Program?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts