Quality vs Quantity

Quality vs Quantity It is a struggle in call center. The teams have quality than quantity, two performance factors, don? T seem long. Super Speedy representative says? I? Ve, more than anyone asks the team today. My average time for processing is the lowest on the floor. Coach Level Head breaks it? But the quality is inferior to all others in his team. Dan says more representative? My ratings are high quality. I do all my clients attention they deserve. Coach Level Head breaks new? Your average run time is through the roof, and there are customers waiting in queue for attention to their needs.Where happy medium? True quality means that an effective and efficient customer? S must be fully in a reasonable amount of time.As a call center manager in customer service, I have a group of 20 representatives. How many teams are there? Top performers? or super-stars? Middle of the road? or most of the team? low-skilled? or persons who need help in the middle of the road. My goal was to use all at the next level and ensure the quality and efficiency group.I like to forget, a team member, fell into the category of artists below. It was very detailed, very well with customers and the quality of their results were excellent. So what did in the low category of artists? The amount of time we spend on each call. In one day you complete half of the number of calls from their team members. Their average time to handle, from charts. We had to work on this as soon as you possible.I on several occasions and found the means to ensure their time to their calls. You have more input, while talking with the client, have leaed how to fund the system, so they can be the answer to your customers? S billing questions. However, their effectiveness was not there. So we coaching.Her The argument was that their quality was so high that the amount does not matter. Receive 95% to 100% control over every customer. It was the customer with a quality of interaction. You walk away feeling good about the company and the services have purchased. So why does not matter if it is a time in conversation with each customer? This discussion is my explanation of the quality and quantity for good. I explained to her (and everyone else, on any team I have ever trained for the future), the quantity is not an objective of separating Quality.Quantity is the efficiency and profitability is only part of the quality. Instead of focusing on the number of calls we have in one day, we need to talk about performance goal for which we have, how effective these calls. We have the time we had with them properly? You can not say that we offer the customer a quality interaction when you held the phone for 25 minutes trying to solve their problem. In all, we call usability, information, honesty and efficiency of responses. A customer who has called the answer you are looking at 3-4 minutes, happier than those who in their response after 10 minutes.In addition to the single call of the time, a representative has a conversation with a customer can have an impact on the prospects of customers waiting in the queue. I am not suggesting that members of the team race through calls for a response to the next, but it is important to be aware of the effects of time spent on each call. The more efficient you are on each call, the more effective the service is whole.We to improve the efficiency of quality, providing for each call. The preparation includes knowledge of tools and systems we use for the customer? S is required, which to date about new products, services or applications, the customer can call, and our attitude improved customer service to talk to each customer.All This quality has become my message. I have to take a box of soap in your living room and spread the good word. Quality is quantity or efficiency. Offer clear, helpful, effective customer interactions. My team leaed and their performance in each goals.Let quality battle against the order quantity. Thanks to your customers you.About Author Jenny Kerwin is a co-writer for Interactive Quality Solutions. It is the experience in training and development of leadership positions. If you are interested to read the texts of Jenny visit and information to create performance management process for your team to: