Goal setting for Quality Monitoring.

   July 23 -

As we start the second half of the year, organizations are looking to improve productivity and increase the bottom line.  The idea is to find creative ways to improve performance.   In addition, it is understood by many executive managers that improvement derives from performance management and training.  For call centers, this can include enhancements to quality and training programs.  Here’s some food for thought as you begin your journey of process improvements as it relates to service quality.

  1. Clearly define your goals. Get committed to goal setting based on what your customers deem as necessary to “great” service delivery.  Work with your operations teams, review customer satisfaction surveys, and engage front line employees to uncover what your customers want.  When suggesting or making changes to your quality program, use goal setting to avoid the pitfalls of giving consideration or weight to attributes that do not meet customer expectations.
  2. Set clear expectations for your teams. Too often call center performance metrics and quality guidelines conflict with what the customer expects.  Be careful not to heavily weight soft skills and call center metrics that can deter customer satisfaction.  Remember, sometimes it is necessary to forego standard call center metrics to successfully satisfy a customer’s needs.  When setting expectations, make these exceptions known to your staff.
  3. Pilot changes to your program before you launch across your organization. Be sure to test your changes before you move full steam ahead.  Pilot programs can increase the likelihood that your project will be a success.  It can also provide invaluable insight into the challenges and allow you to make adjustments before the full launch of your program.
  4. Train and audit your quality team regularly. The key to consistency in call analysis and coaching feedback are regular calibration sessions.  In addition, you must audit your quality team regularly. Quality audits will provide accountability and a standard of performance management for your quality team. Building trust in your quality program is extremely important to coaching and performance improvement.  Your staff will gain trust in your quality program by knowing these checks and balances are in place.
  5. Target rewards and incentives. Rewards and incentives must match your key   Take some time to analyze whether or not the quality performance drivers   are fair, tangible, and target-specific to your goals. It is important to communicate clear expectations on how incentives will be rewarded. In addition, remember to be timely with the delivery. Your reward will be a team happily striving to meet the goal.

Strategic planning is key to success.  Starting with these simple tasks will allow you to take a closer look at your program and make changes based on the needs of your business. You may find that after a thorough review you need only minor tweaks rather than major overhauls to your service quality initiatives.

Note:  This week's tip is provided by QATC Board Member Chaunte Johnson of Cox Automotive Media.  She can be reached at