Call Center Quality
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When I purchased my first center I stepped in to a cluster. In fact, there weren’t any processes in place that guaranteed everybody understood what our expectations were. We put this document into place for our QA. Doing this was a good idea because it provided all the reps with a clear understanding of what we wanted:
Quality Assurance
At ________, we are committed to providing quality, service and value to our customers because they are the most important part of our business. In order to keep our customers coming back for more, it is our duty to make sure the customer is satisfied. At ________We always strive to provide the customer with a World Class Customer experience by providing them with the best quality, value, and service. We must treat our customers with the utmost professionalism and handle our calls with “One Call Resolution”.
______________ expects everyone talking to customers to:
- Be courteous
- Know his or her job and provide accurate information to our customers
- Ask the right questions in a solutions oriented presentation
- Use Saves techniques on calls and use call guide when appropriate.
- Explain things in a way that the customer understands by avoiding Slang, Jargon- Remember, you are the expert!
- Handle Calls with efficiency by listening to the customers concerns, and by using your resources
- Make each customer feel his or her concern is important to you.
- Fully Explain All actions taken
- Remember to be courteous- treat each customer with kindness and respect
In order to ensure these expectations are met, we perform a Quality Assurance function in Customer Service. The Quality Assurance function allows us to:
- Provide you with the tools you need to effectively do your jobs
- To provide a consistently improving level of Customer Service
- Identify Client or Company trending
- Assess the level of service we are providing our clients customers
Bottom line: It’s to make you better!
Signature______________________________ Date____________________________
Improving Attendance In The Call Center
Improving Attendance
By: Melanie Hartzell
Of all Call Center performance metrics, the easiest one to improve is attendance. Unfortunately, it is also the one that can do the most harm to customer satisfaction, department morale, and can cost the company a lot of money. There are three basic steps to improving attendance in any Call Center environment. If they are followed, you will be well on your way to developing a successful Call Center, and taking a huge step forward in battling performance metrics.
- Set attendance guidelines
- Make them clear – use basic terminology, and close loopholes
- Outline consequences - Examples
- 1st offense verbal
- 2nd offense written
- 3rd offense termination
- Communicate them. First on paper, then verbally. Talk about them regularly. Get a signed contract after a verbal discussion. (This is not necessary, but it helps the employee take responsibility for their attendance, and shows that you are serious).
- Be consistent
- Treat all employees equally. In a Call Center environment, as a supervisor, you are bound to have favored employees. Make sure you treat all employees exactly the same. If you show flexibility to one, you must show the same flexibility to another. This is imperative to improve attendance.
- Set a clear plan, and follow it consistently with all employees. If your guidelines state: after the second absence you will get a verbal warning, regardless of the reason, stick with it. The first time you waiver, it sends a message to the entire staff it is ok to be absent if your excuse is deemed worthy.
- Bad things happen to good people, try to be patient, but also understand that all people are not cut out for Call Center work. It is difficult to enforce a policy or guideline when you feel sorry for a person; remind yourself that although you feel sorry for that person, you are typically not the person who has to pick up the work load. It is their peers, and rarely will they understand when they are stuck with a heavier workload.
- Understand that abusers get themselves into trouble. A policy or guideline just helps you deal with it, so the abuser cannot infect your entire staff.
- If the employee is a protected class and falls under FMLA, make sure they understand what they need to do to be protected. Know the laws that govern FMLA. This should be the responsibility of anyone who manages people. Understanding the law will protect people with legitimate problems, and it will protect the company financially.
- Know when to terminate
- You don’t fire people with attendance issues, they fire themselves. Don’t internalize or make excuses for the employee. Hold them accountable for their actions.
- Be careful not to justify delaying termination of an employee due to being short staffed. This is a very common mistake in the Call Center environment, and it will cause your employees to hold you hostage. Headcount numbers are based on employees who come to work. If the employee does not come to work, they are skewing your numbers and robbing you of valuable headcount.
You cannot make your employees come to work, but you can hold them accountable, and by holding them accountable, you send a message that poor attendance will not be tolerated. Your loyal employees who show up for work everyday will respect you and will work harder for you, because they have a reason to.
Self Discovery Steps for Coaching
Following these steps in a coaching or feedback session creates consistency and builds commitment to change and improvement. Leading the representative through the process strengthens understanding.
- Purpose of coaching or feedback
- I’m here to help you improve at (specific area).”
- Ask for CSR’s assessment of
- “Do you remember this call?”
- “What did you do well?”
- “Is there anything you would do differently?”
- Offer feedback
- “Do you want some feedback?”
- Re-cap
- “I agree with you on the area you did well.” (Be specific)
- “I agree with you on the area you could change.” (Be specific)
- Cover vital few
- “I’d also like to address this.” (Be specific)
- Check for understanding
- “Can you see why this is important?”
- Get commitment
- “What are we going to do going forward?”
Using this type of system to allow your reps to be involved in their development will help you achieve greater results.
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