Podcast: The 4 Pillars of an Effective Quality Framework in the Multilingual Contact Center Setting
BPA Quality’s EMEA Quality Solutions and CX Manager Helen Beaumont-Manahan appeared on the Rutz Consulting podcast to discuss the four pillars of an effective quality framework in a multilingual contact center.
On the podcast, Helen outlines the fact that quality assessments, calibration sessions, and meaningful discussions on quality are usually some of the first things to fall off the wagon when contact centers get busy.
4 Pillars of a Quality Assessment Framework
Helen also discusses the need to take a more holistic approach in quality assessment and that tick box exercises no longer serve us and our customer base! Instead, contact centers should focus on the 4 Pillars of a Quality Assessment Framework – they work for everyone, in every corner of the globe. These are:
- The Quality Framework has to be a living/breathing piece for everyone in the company! = Live the Quality Culture
- The Quality Framework should always be for the customer, based on outcomes! = Voice of the Customer
- There has to be a calibration program = Dialogue within the organization
- Always consider the human element = The Magic Sauce
It’s a brilliant discussion and a must-listen for any contact center manager.