We do QA in financial Insurance Sales environment and there are certain agents that do not get to the required target and make a lot of mistakes with regards to compliance and business specific rules set out. Calibration sessions, and individual coaching sessions have been done with the agents but it does not appear to be helping. How do you Manage agents that are not performing on their QA targets as it seems that the number of sales they make is more important? Or do you have any suggestions to assist the agents to get to the required QA target?
Q.A Management
Call Centre Helper Forum » Call Centre Management
(5 posts)
Have you tried buddying - where you get agents to review each other's calls?
Also it may be that you need to look at your incentive programme. If you reward good QA scores and not just sales, you will probably see an overall improvement.
Posted 1 year ago
I agree with Jonty that the key to this is incentives and incentives have both a stick (expecting the basics to be done well)and a carrot element (rewarding skill and effort). Personally I would incentivise achievement of targets but claw back incentive for non-achievement of the QA target. That way you keep both elements in the agent's mind without losing the focus on sales. Setting the thresholds and the levels for the clawback is key. If QA is so critical that ANY mistakes have dire consequences then the clawback could be 100%.
Posted 1 year ago
I support incentive scheme provided timely e.g. after every shift, best performing agent (best of the best) be awarded right away, it can be monetary or anything but the impact must be felt throughout call center. With that there will be reduced in non compliance of process and
Posted 1 year ago
What percentage of calls should an incoming call center monitor to ensure quality customer service and procedures are being followed?
Posted 12 months ago
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