Bright Idea

Time for some spring cleaning in your QA program?

As a best practice, once a year you should review/revamp your quality monitoring evaluation form(s). While your company’s primary business products and services may not change year-to-year, there are often new initiatives and updated processes that do need support from your contact center. To keep your quality program relevant and vital to your company’s ongoing success, it’s essential to freshen up your call standards and retire “old” ones that are no longer needed.

Here is a quick 1-2-3 guide to help you get started on your annual quality spring cleaning.

1. Collect suggestions for ways to improve your quality evaluation criteria throughout the year. Encourage your frontline agents, new hire trainers, quality analysts and supervisors to participate. You might want to recognize those who submit a suggestion that ends up being implemented with something fun, like a gift card.
2. Set up an annual recurring meeting in your calendar entitled “Quality Spring Cleaning: Keep Quality Relevant” to: a) Review the submitted suggestions and b) Identify ways to incorporate “what’s new” into your quality form(s). Invite 2-3 representatives from the various teams that are impacted by your quality monitoring and assurance program to attend: frontline agents, supervisors, team leads, and quality analysts. Target a group size of 8-10 to keep the discussion manageable.
3. Submit the Spring Cleaning recommendations to the Quality Manager who will take it from there to update and implement your new and improved quality form.

Note:  This tip is provided by Deelee Freeman of Call Center Training Associates.  She may be reached at dfreeman@callcentertrainingassociates.com.