Quality Excellence in Call Centers
A comprehensive 7-session curriculum covering all the steps needed to design and implement a sophisticated Quality Monitoring Program
Quality Excellence: Session Descriptions
Qualify Your QM Program: Determine Requirements Best Suited to Your Call Center
This lead-off session in the 7-Part Quality Training Series is devoted to making sure your quality monitoring and evaluation program is driving results that matter. Are you aligning quality standards and measures to your organization’s business drivers? In this session, we will review business objectives and call center KPIs to help you identify corresponding quality initiatives that QUALIFY your QM program as an integral component to improve frontline performance, operations efficiency and customer satisfaction.
Utilize a Quality Design Process: Step-by-step Implementation to Develop Objective Quality Evaluation Forms
Creating a comprehensive set of call standards requires getting the right people in your call center to collaborate and construct a set of call requirements that can be used to analyze customer interactions to develop your frontline staff. This session provides the blueprint you’ll UTILIZE to develop your center’s QM evaluation form. Learn what is involved in every step of the process: call flow mapping, skill grouping, identification of behavior-based standards, defining, scoring, validating and more!
Apply a Scoring Scheme that Drives Critical Quality Behaviors: Develop a Weighting and Scoring System to Measure and Motivate
Once you’ve determined the essential call behaviors, the next step is to construct a scoring scheme that awards points for performance achievement. While all of your quality standards are important, some will stand out as being mission critical and therefore deserving of higher point values to ensure your agents are focused on these, in particular. But how do you APPLY the right scoring hierarchy? In this session, you will learn a prioritizing methodology to identify relative importance used to create an effective scoring scheme for measuring quality and motivating your agents.
Link to Descriptions to Create Your QSDs: Developing Definitions of Call Behavioral Expectations
Once your quality evaluation form has taken shape, the call standards have been identified and organized into skill groups and a scoring structure has been applied, the next step is to develop comprehensive Quality Standard Definitions (QSDs). This session provides a template to LINK quality to training by providing meaning descriptions of desirable and undesirable behaviors, typical scenarios and related center goals. Learn ways to write definitions for the more challenging quality standards: tone, empathy and call control.
Improve Consistency Through Calibration: Conducting Effective Quality Calibration Sessions
Calibration is a comparison between measures. In a call center it is an ongoing process where quality specialists and call center supervisors complete evaluations on a single call, measure the variance and reconcile the differences. In the end, it is a center’s degree of calibration that IMPROVES consistency in quality, both in the application of standards to call behaviors and in the frontline performance which impacts your customers. In this session, you will learn the key decision points for creating an effective calibration program, how to measure call calibration and best practices in conducting a productive calibration session.
Train and Develop Through Call Coaching: Delivering Meaningful Feedback and Positive Reinforcement
You can have the most advanced quality recording technology, evaluation and analytical tools, but if you are not delivering impactful call coaching, you will continue to fall short in providing consistent and reliable high-quality service to your customers. This session provides practical suggestions to 1). Create a coaching plan; 2). Deliver feedback and 3). Follow-up with continued support. You will learn three specific approaches to call coaching aimed to motivate, TRAIN and develop behaviors required to meet process requirements and create a satisfying, memorable customer experience.
Yield Results in Your Quality Program: Focusing on Key Decision Points to Drive Performance and Business Improvements
This last session in the 7-Part Quality Training Series provides a road-map for your quality program to ensure you are leveraging your efforts to drive agent performance, process improvement and customer satisfaction. Join in the discussion of the most common questions asked: How many calls should we be monitoring? How can we change the perception of quality at “big brother is watching you”? How can quality efforts help to track VOC (voice of the customer)? We will examine some of the most common mistakes made in quality monitoring and help you identify what needs re-working so you can YIELD the most results in your own quality program.