Do you see real-time speech analytics playing a part in the quality process? For example, could you use real time analytics alerts to drive quality?
Tag Archives | Quality Assurance/Management
How is analytics-enabled QA different than traditional QA?
How can one best measure the performance of contact center quality assurance (QA) analysts? What key performance indicators (KPIs) should we measure them on?
Recently I’ve heard quality assurance programs and processes being referred to as “analytics- enabled”. What exactly does this mean?
A new quality assurance department was recently started in my contact center. We are having conflicts where supervisors disagree with the evaluation and scoring of agents on their teams conducted by quality assurance analysts. What suggestions can you give to address this situation?
How can I define the intangibles on a return on investment (ROI) for quality monitoring in our contact center?
I am a supervisor, Six Sigma Green Belt and former COPC Registered Coordinator. In my call center we have many items we require our agents to know on the QA form. Some of them are client requirements, travel requirements, efforts to evade costly defects, sales and soft skills. How many requirements can we or should […]
What is best practice in terms of QA to Agent ratio and how is worked out?
We would like to coach our remote call center agents by having them listen to recordings of their calls. Is there any call center recording technology available for this?
From a quality monitoring standpoint, what are the top three things we should be measuring?
I work in a center that provides detailed quality packs to some of our clients each month. The question I have is what is the industry standard ratio of calls that should be monitored per client? Is it 10% of all calls? 5%?
How can we ensure call center quality calibration in multiple languages? We want to make sure that the evaluators or supervisors in each language are scoring about the same for the same brand or product they are supporting.
How can we best evaluate the performance of the quality analyst in our call center?
What are some important things to cover in a quality monitoring (QM) review of administrative work tasks, such as completing a work order or a trouble ticket? I can think of two: appropriate documentation and work order accuracy.
As a quality assurance (QA) analyst, how can I help improve the agent performance of a call center agent who is consistently failing his/her daily evaluations?
I am starting in a QA position and I need some guidance on how to start the process in the call center.
I was assigned to start up a quality monitoring (QM) department in my company. I have gone through the ground work of developing quality monitoring tools, conducting workshops, etc. There are more than 260 agents in this call center and only two quality assurance (QA) coordinators. We cannot listen to every agent's calls according to […]
I am looking for sample quality assurance (QA) forms that can be used in call centers for evaluating call center agent performance critically and objectively. Do you know of any resources I can use to find sample documents like this?
Our call center does outsourcing work on behalf of many financial institutions. We are pressed to perform liability monitoring for quality management purposes, i.e., record all calls and retain for X number of days (typically 30). Is this becoming an industry standard? If so, in what area or type of call is this most prevalent?