Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers

Myra Golden Media

Skipping Calibration. Calibration keeps everyone who monitors and coaches consistent and fair. To calibrate is to gain consensus, as a team, on what a quality contact (phone call, email, or chat) sounds like, looks like, and feels like so that every evaluator is rating the calls/contacts the same way. Most companies skip calibration, but I don’t want you to make this mistake. Make sure you know how to calibrate, and that you schedule regular calibration meetings.

9 Ways a Collaborative Culture Benefits Your Contact Center

Playvox

Leadership can share helpful feedback — that’s both positive and constructive — so employees can enhance their performance and grow their careers. Teamwork, sharing knowledge and best practices feed company culture.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Call Center Quality Assurance Best Practices for Empowering Agents

DMG Consulting

Effective QA programs actively engage their agents at all stages of the program, including development, roll-out, calibration and continuous improvement. If you already have a QA program, involve agents in calibration sessions and providing feedback to enhance the evaluation form periodically, but no less often than every 6 months. Encourage coaches to share positive feedback as well as constructive criticism.

How to Properly Manage a Call Center Outsourcer

Expivia

There needs to be a constant cycle of constructive feedback, and you need to treat this relationship like a partnership. This will make sure that you get the most our of your calibration sessions and you will be able to trust the scores your call center partner should be giving you weekly.

Putting Humanity in Contact Centers

Customer Relationship Metrics

The reasons behind millennials’ desire to enhance their skills and to further their careers is a great opportunity when a constructive process exists. Get a Constructive Process. While technology may have helped to automate these practices, the constructs are relatively the same. Now, contact centers must implement a constructive process that focuses primarily on knowledge gained from customers, not from internal criteria assumed to create customer-centricity.

Beware of Snake Oil and Hiring Assessments

Toister Performance Solutions

These profiles are often generic and not calibrated to your employees. If you do consider an assessment, make sure you calibrate it first. This exercise will help you construct a more accurate hiring profile than the generic one provided by your vendor. One question I'm often asked is what hiring assessments do I recommend for screening customer service employees.

Your Ultimate Guide to Contact Center Outsourcing

Expivia

Collaborate and Calibrate Regularly : Any long-term partnership requires work and communication. Instead, you need to provide a constant cycle of constructive feedback. This will make sure that you get the most out of your calibration sessions. Have Weekly Calibration Sessions.

The Do’s and Don’ts of Agent Scorecards

SharpenCX

DO calibrate often. Get specific with the grade you give, and always follow up with relevant pieces of feedback to help agents turn constructive criticism into action items for future conversations. Regular doses of agent feedback are like taking daily vitamin C.

5 Must-Haves for a Successful Call Center Quality Program

CSR Inc.

According to the United States Office of Personnel Management , the benefits of constructive accountability include: improved performance, more employee participation and involvement, increased feelings of competency, increased employee commitment to the work, more creativity and innovation, and higher employee morale and satisfaction. An effective call center quality program is vital to keeping your call center running at peak efficiency.

Treating employees as customers

Connecting the Dots

Implementing learnings from a well-constructed survey results in employees incentivized to give great service, empowered with the tools, information (including clear, truthful and timely answers to common customer questions and concerns) and authority needed to perform their jobs. CCMC ~.

Treating employees as customers

Connecting the Dots

Implementing learnings from a well-constructed survey results in employees incentivized to give great service, empowered with the tools, information (including clear, truthful and timely answers to common customer questions and concerns) and authority needed to perform their jobs. – This answer, using the same survey questions, can be compared to actual surveys, if there is a difference, then there is a calibration problem. CCMC ~.