Ten tips for implementing a Quality Monitoring Call Center Solution

Ten tips for implementing a Quality Monitoring Call Center Solution 1) Provide a clear vision of the reasons for the inclusion of a system call in your call center? Workflow:   O Benefits for staff   O Benefits to customers   O advantages for businesses   It 'always good to start with an overview first the introduction of something new. E 'as a recipe before cooking. Not sure? S is the best comparison, but you get the picture. Your profile is your plan success.2) the concept of quality control in advance and initiate activities to strengthen the representative to participate in the process   o The purpose of quality control is not to catch people to reduce, but to improve customer service and performance.   o The employee may request the establishment of quality assurance and metrics play an important role in continuously improving performance   Always use the word? We? In the treatment of your employees. Make sure that you know? Once again on the same side, and that this application will benefit everyone in the company? You are not? t to catch someone playing solitaire or visiting illegal Web sites.3) Repeat Business Customer Service Objectives   o Customers are those who actually pay the salaries and wages   or there is often much easier to keep customers than to new   Treat all employees or customers and how to form good habits   This is difficult only for the purpose of monitoring the implementation of this call must be repeated, but often. The most successful companies in the world are those with the strongest customer service beliefs, unless of course there are organized crime.4) Creating a? Team? Atmosphere for its staff   o Setting up a team recognition and reward program   Select or stellar service examples via inteal emails and newsletter articles / photos   or Sub-team will be formed to manage simple task   Is it any wonder why basketball teams full of confident role players (2003-2004 Detroit Pistons) always overachieve while collections of individuals do not seem (2005-2006 New York Knicks)? 5) Make sure the phone and the sub-team know their roles and responsibilities in carrying out their end of the plan   All the major part of the same team together with staff, managers and supervisors   Detailed project or plans for each sub-team   If your IT and Telecom teams are not informed about a new application, and are on them, such as the requirement of registration servers are rolled to the data center, there can be unexpected complexity that could have been avoided unnecessary problems.6) Educate your call center agents on their sub-team? specific objectives to improve the quality   O Increase Upsell   O Increase saves   O increase in sales --   O Access to the solution   O time callers on hold   O Ask for other ideas   Our goals are common to Upsell increase of 40% over the next two quarters. We believe we can do this by focusing on techniques to improve our service call center. 7) Include staff in the research criteria for the assessment and forms   Or, if the parameters are defined, agents can be your criteria for evaluation is essentially the creation of forms   Self-assessment is often one of the most effective elements for improvement. More and more companies provide their employees to self-ratings? e? s not because the leaders lazy.8) appoint agents to a? Sub-control system? Feedback Agent to represent what could be improved, with the quality of the monitor program.   O system improvements Wishlist   O Team Goal Verification   O Evaluation Criteria Review   It would be like asking Derek Jeter, Jorge Posada and Mariano Rivera that may contribute to Yankees GM Brian Cashman in relation to personnel additions, potential team chemistry, so their contribution is valuable, because we are in the trenches every day, just like their call center counterparts.9 agent) Throw a great kick-off party   O Show of the Week performance targets and rates   The party or, so your agents to evaluate supervisors? Invite   Every great party needs a fun competition with prizes. The best evaluations a cool gift, like a Starbucks gift card or Ebay certificate.10) Schedule a benchmarking session with another call center, to monitor more than a year and seen improvements   O Exchange discoveries, statistics, advice   Not only this would be a fun exercise, but people see how common themes in their daily work? bond and see how to solve these problems?. Then see how your company? s customer service objectives accomplished.Richard Marcia is the Director Marketing for Coordinated Systems, Inc., a provider of call center software system, the construction of large customers experience since 1972.