Quality assurance

Call Centre Helper Forum » Call Centre Management

(5 posts)

What are the challanges that are faced between the team managers and the quality assuarance team in the call centre and how do we get to resolve this?

Posted 1 year ago

ERAC123

After 2 and half years in a QA position I have encountered several.

However these are potentially more about the environment than the difference in positions.

The first is that the supervisors/managers can feel that QA mark their agents call recordings more harsh than they would, a lot of my reporting ties back to their productivty which they feel uncomfertable with, my perception of excellent customer service and theirs can on occasion differ because I see what the agent can do to resolve the query where as if they have been advised that they need to reduce calls out then they would prefer the agent to do that rather than solve the query, the supervisors/managers are in a more senior role than my position which sometimes doesn't help for me to drive the right habits.

Also the current batch of manangement have been in management for a long time where as my position is still only 3 years old at best. Those are just a few I face.

Posted 1 year ago

nbrady

Be clear about what good looks like, calibrate often i.e. team managers and QA's.

Have belief in what you do you do for the customer, the customer dictates how the business grows market perception and of course how often they would recommend your product or service.

Engage the employees by running coaching sessions not feedback or tell sessions, team managers tell coaches coach.
So include your TM’s in any training etc

Posted 1 year ago

rikuslouw

HI
The most important thing for us was to determine what a quality call is. Our Call Centre does reservations so quality for us is 2 fold. One is correctness of booking and procedures followed and the other interaction with the clients. The correctness of the booking and procedures is an easy it is tick box stuff and we have staff do this on other staff’s calls.
Interaction with clients is a bit subjective but we also do short client survey’s asking the client 4 questions about the service they received. We call the clients within 4 hours of them calling us and the client feedback score is used as part of the KPI.

Rikus

Posted 1 year ago

sarahjanehho

Hi
All the responses are spot on and highlight different circumstances to consider.
Defining what the quality team's remit is and what the measurement standards are, based on the company's key objectives, are operational factors for the continuous improvement of the company. However, team managers roles are, amongst other things, to educate, train, coach and offer a more emotive support network to ensure their team members are meeting the Quality teams and effectively the management teams requirements,but ultimately the customers expectations and requirements, so different measurement techniques need to be used and considerations made.

Posted 1 year ago

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