In our recent blog post titled, “Are Your Agents on the Same Page?” I offered some advice on how to ensure your agents produce consistent results across the board. After all, inconsistency among agents can lead to customer dissatisfaction, because speaking to an enthusiastic customer care agent and receiving a lackluster and blatantly uninterested agent the next time you call, is an unfavorable experience for any customer.
To ensure your agents are delivering results that meet your standards and align with your contact centers’ mission to provide a high quality of customer care, measured steps must be taken. Namely, a sound quality control strategy must be put in place.
Creating a documented, repeatable quality assurance strategy is essential to maintaining high-level results. Your strategy should include a way to simply track agent progress both individually and as a group as well as customer satisfaction rates. And to take it one step further, you should also welcome third party feedback from a quality assurance expert for an unbiased assessment.
Here is a deeper look into what a successful quality control strategy looks like as broken down by tier:
Tier One: The starting point of your quality management plan should include regularly assessing agents’ basic skills. Specifically, agents should be evaluated on phone etiquette, ability to handle data entry and ability to follow the provided scripts. Contact center managers must ensure every agent is performing these tasks to the ability of the strongest agent, and establish a culture in which every agent is continuously learning and improving.
Tier Two: Before you can truly move on to the second stage you must ensure you have quality control experts on your team. That is, team members who are experts in the contact center space, have years of experience and whose sole function within the company is to provide guidance and support for your agents. As such, your second phase of quality assessment should require agents to undergo regular trainings with these experts. In doing so, agents can gain insight from a respected peer of whom they can rely on for continuous feedback.
Tier Three: Utilize third party assessments to garner a well rounded evaluation of your contact centers’ overall quality. Oftentimes supervisors and other team members are too close to the agents to pinpoint small errors that might contribute negatively to a contact centers’ quality on a whole. These experts know what cues to listen for and can offer insight from a customers’ perspective.
It takes more than occasional team meeting to guarantee consistent quality of customer care. Rather, the best route to continued success starts with a well-drafted quality assessment plan.
Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s highest honor, the prestigious Fulcrum Award.