Process And Workflows Are The Operational Framework Of The Call Centre
Written by Brian Griffin
23 August 2017
This is not to the detriment of the Quality Assurance Managers, clients, customers, or employees -- but when measuring human-to-human interaction, there is bound to be a misinterpretation, a misleading trend, or data points that are potentially answering the wrong questions.
Why Call Centre Quality Assurance Frameworks Matter
There are about 41,500 call
Understanding Operational Quality Assurance
An essential starting point upon which to build exists within the core of every call
- Measure QA as part of the daily operation
- Develop a QA framework with a primary function of identifying poor performers
- Complete a quota of scores by staff per month
- Perform evaluations by team leaders that are reviewed monthly
Operational Quality Assurance Goals
There are four pillars of operational quality assurance that work to measure and ultimately improve call
1. Maintain consistent service delivery.
Consistency is key in most industries and functions, but especially important when managing the
High customer feedback scores are what matter most to call
Consistency can easily become one of the more subjective data points to measure, particularly within an operational framework where importance is placed on fulfilling a quota of monthly scores and on identifying poor performers. We must first define what is meant by “consistent service delivery” and then benchmark attainable consistent data points that are not only measurable, but easily translatable to Quality Assurance Leaders, and shareable with their teams.
2. Identify poor performers.
Identifying poor performers seems like a noble effort, but in truth, within an operational framework, little time is available to effectively manage performance and quality. While these metrics and their follow-through actions remain an important goal, most call
Once a poor performer is identified, the remaining challenge is to understand the ‘root cause’ of why they are poorly performing and how to coach for greater success.
3. Measure adherence to process and procedure.
Measuring the overall impact of a call
4. Track agent development and progress.
Monthly quota-based tracking checks the box when it comes to tracking agent development and progress, but it is not a clear and effective way to coach or motivate employees. These data points are often convoluted and there is rarely time to
With most call
Looking Forward to Tactical and Strategic Frameworks
While quality assurance measurement exists through operational frameworks, there are seemingly countless missed growth opportunities. An operationally-focused call
It is best practice to consider call