Define goal: Map your QA process to business goals Build a QA quality culture and behavior framework: framework centered around improving the customer experience by focusing on the effort the customer makes, minimizing conduct risk and providing the most positive customer outcomes Remove the perception of QA evaluation as being a punitive process Pay close … Continue reading 20 Call Center Quality Assurance Considerations
I get to help with quality dilemmas every day. I field questions about how agents can better connect with customers, deliver call center service excellence, and show they care. Leaders tell me, “I want the customer to feel like we are on their side and that we are listening to them.” There is no doubt … Continue reading Is Service a Priority in your Quality Program?
Listening is nice, however your agents will figure it out quickly if they know that you are merely listening and not doing anything with the information; they will use the Hawthorne Effect to their advantage! As a remedy, the agents must be provided with a strongly supported feedback mechanism that they can easily understand. There are four … Continue reading 4 Factors for Effective Quality Monitoring
Here at BPA Quality, one of the services we offer under the umbrella of managed quality services is to undertake large-scale quality monitoring of text and voice interactions in multiple languages. By using culture, tone and language considerations in call center quality monitoring, we ramp up quality programs to the next level of customer experience. … Continue reading Culture, tone and language considerations in quality monitoring
Call center agent language & tone Travel is part of my job as a call center agent language and tone trainer with BPA Quality, and I’ve journeyed all over the place for many years. But don’t worry, I’m not going to bore you with the clichés of the business traveler: upgrades, airline miles, hotel points, jet lag, … Continue reading Above the clouds