Quality Office

Call Centre Helper Forum » Call Centre Management

(3 posts)

Tags: | quality |

Hi
My QAs are currently in their office. There is talk of moving them to the operational floor. What would you recommend?

Posted 1 year ago

ERAC123

Hey there

I am one and only member of QA and I actually work amongst the agents I am monitoring.

This works for me because I can hear how they sound the various problems they have and helps me to spot gaps in knowledge. So it actually helps because I can react quicker to any issues I come across.

This also helps me to build a rapport a certain level of trust with the agents as I can demonstrate my knowledge of the job they do so they appreciate my feedback more.

Hope this helps.

Posted 1 year ago

nbrady

Erac for me hits the nail on the head, your QA's need to be part of the operation.

Building repore with agents in my mind is key in this role if not least to remove the big brother view that agents sometimes have of QA's.

I would go one step further if you don't currently and have your QA's be part of phone zones during week for periods of time, sitting in teams and taking calls "practice what you preach"

Posted 1 year ago

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