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Tag Archives | Quality Assurance/Management

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?

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?

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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 we require of our adult learners? Is there a minimum or a maximum you have found?

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 […]

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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%?

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%?

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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 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.

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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.

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.

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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 best practice standards. How can we work around this to still achieve the value add of quality assurance (QA) while we fight the battle to employ more QA staff to cope with the workload?

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 […]

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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?

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?

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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?

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?

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