Good Afternoon All
Our Quality Assurance Role is a new one and as yet still only a one person show (so me basically).
One question I would really like to find an answer to is if your contact centre has a QA Team that conduct all your monitoring are they also ultimatly responsible for the feedback/coaching or does QA advise the Team Lead and then they conduct the feedback?
Any help would be great.
Thank You
The feedback process varies from centre to centre, but the best example I have seen is where the QA Team give the feedback with the Team Leader present during the feedback session. This means the agent gets direct feedback without any dilution or enhancement from the Team Leader. In addition the Team Leader also gets to hear what QA consider to be the agents strengths and weaknesses and can focus support and coaching on the most needy areas.
First of all thank you for the reply
Secondly would this be as part of the existing one to one or a seperate feedback session?
In a way it could be part of either as the one to one discusses development and progression however at the same time there could be a lot to discuss in terms of the feedback so a seperate meeting might be needed.
Its a tricky one
Hi, you're right in that it could be done either way but I would recommend separate sessions for the feedback from your call monitoring. I am not sure of contact centre industry best practice as a whole but in Financial Services, the QA teams are generally responsible for checking that the call complies with relevant legislation as well as checking for pure quality related issues. In this example, it is important the QA team is seen as a separate function from performance management and personal development. Having focussed feedback meetings creates a clear differentation between the two functions. Hope this helps.
That's great thanks for the feedback Janette.
Any more examples or typical behaviour relating to this would be gratefully received.
Thank You
In my contact center, all my Team leader's are certified quality coach, hence i do not have to hire a QA team member. However i have a QA team which does takes care of the compliance & Audit's and conducting quality awareness programs across the floor along with call calibration of TL's quality scores . This has been working for me for the past 5 yrs and the quality has been excellent .
That sounds interesting, how do you become a certified quality coach? Is that a training course run by a specific company or is it a nationally/internationally recognised certificate?
Just another thing that I want to look into as this may really help.
Thank You
Hello again All
Just wanted to see if anyone else could advise on the coaching stagey employed at their CC.
Very soon I will be trailing QA being solely responsible for NICE evaluations thus freeing up the supervisors to deal with immediate queries and form coaching packages for their agents. However still want to get an input into how my feedback would get to the agents involved.
Again whether I can raise any points of concern to the Supervisor for them to address or if it would be better first hand.
As we are a service centre we don't currently have any compliance to meet so at the moment its not an issue.
interesting, is thare a SLA (service level agreement) for an internal or external customer.
80% of all calls answered within 15 seconds and 90% within 30 seconds.
Which is one of the reasons my department is trying to take as much work load from the TM's so they can have more time to focus on this and coaching and development as possible.
Quality Assurance Vs Team Supervisor....nice way putting it and this is reality as you grow in size. It will differ from one ctr to another ctr but size does play a role here. In our ctr, we have 300 agents & 30 TS working on shift in a 24/7 ctr. QA works normal hours, looking at compliances & quality, feedback to TS for further coaching to agents. This is done on weekly basis but problem of dilution or enhancement from the Team Leader as per Janette says will occur. Hence we have regular scheduled calibration with all TS, put up monthly newsletter to all TS & agents highlighting areas of strength & weakness & also remind on compliance matters. Plus have an avenue for agent to feedback to QA...it helps. Yes QA is seen seperate from the rest.
could anyone share with me their QA scoring forms? or atleast the key issues they loook at?
thnks
You must log in to post.
