In this article, you’ll learn why best in class call monitoring is
based on collaboration between supervisors and quality assurance
analysts. In fact, there are 3 primary components of building
Here’s the most common issue. All too often, quality assurance is a remote department rarely
seen and never directly heard from. In my experience, a really great
call center team works to integrate the feedback to the agents to
ensure a consistent message is delivered to the agents. Quality
assurance is not on an island or behind closed doors. Quality assurance
is part of the team.
If you are hiring an outsource call center provider, I’d advise that
before you make a selection be sure the candidate company has a good
process for working with the agents. Supervisors and quality assurance
staff should work together to drive home your key metrics and ensure
all agents are getting streamlined feedback. What the Supervisor is
coaching and what the quality assurance says should be in line as they
collaborate with each other, the client and the front-line agents. They
should be sharing what they hear on call monitoring and working
together to get that back to the agents.
Call quality monitoring best practices:
Providing consistent feedback must be prioritized
The best call center operations ensure that both supervisors and
quality assurance invest the time in each agent to be successful. Time
is hard to find, but at the best call center, operations make it a
focus. Finding time up front saves time in the long run. It helps when
our efficiencies and performance expectations are aligned. When call
monitoring feedback is provided to the supervisors and to the broader
team it helps ensure that everyone is aware of what is working and what
is not working.
Call quality monitoring best practices:
Celebrate the improvements
Great call center service providers know that along with collaboration
and investing time, we must also take time to celebrate! A good call
center will have good incentive programs to keep the agents engaged and
working to potential! Working on the phones all day every day can be a
grind. Agents knowing that when they are successful or display
something, they recently were coached on will be celebrated makes it
special! It can be monetary, a physical prize or recognition of a job
well done but celebrating matters! I recommend giving your quality
assurance team a budget for the prizes and incentives to utilize as
tangible recognition for the front-line team.
Quality Contact Solutions has the best team around and that team extends to our
owner-operated call centers. We know what to look for and how to meet
your contact management services goals. If you’re looking for a team
that has the ability to work collaboratively, celebrate personal bests
and provide a great experience for your customers, give us a call at
1-866-963-2889 and press 1 for sales. Or email me at Marcia.Jenkins@qualitycontactsolutions.com.
Marcia Jenkins is the Senior Operations
Manager for Quality Contact Solutions. Prior to joining Quality Contact
Solutions, Marcia was a sought- after 10-year call center veteran with
the ability to manage and sell. Marcia is responsible for the day to
day operations for the At Home Division. QCS At Home is a
work-from-home telemarketing and call center solution focused on
business to business outbound telemarketing, test-bed projects and
special programs which are typically not well-suited for the
traditional brick and mortar call center.
Theater: What's Keeping NACC Members Awake At Night?
National Association of Call Centers (NACC) has a couple of
functions. We’re primarily focused on market research.
Research was the goal when the NACC was founded at The University of
Southern Mississippi in 2005. Over the years, the NACC has also
become a community for our members. NACC members have the
opportunity to tap into an incredibly rich reservoir of information in
the form of the contact center experience our membership
possesses. Through our membership inquiry process, in which I put
those in need of information or advice in touch with those members who
have the appropriate experience and are willing to help, the NACC is a
community that supports each other.
Please note: if you are one of the dozen or so organizations that seems
to contact me every month looking to unload vacant property or fill a
contact center position, the NACC is not in the real estate business
nor are we an employment agency.
Occasionally, our two primary functions intersect, which was the case
last month when I asked via an informal poll what it was keeping NACC
members up at night when thinking about the year ahead. While
this informal poll is not scientific, it is nonetheless
revealing. In an industry dominated by discussions around
artificial intelligence (AI) and digital transformation, those
particular topics, while mentioned, were not what was keeping the
majority of NACC members up at night when thinking about 2020.
Figure 1 below represents the top five poll responses; i.e., those
topics mentioned the most times by the poll participants.
Participants were allowed and encouraged to mention as many important
issues as they had.
Not surprisingly, employee issues dominate the concerns for most
contact centers going into 2020. This was also the case for the
contact center industry over the past two years. Employee
engagement in one form or another always seems to be at top-of-mind for
Other issues/topics were mentioned less than five percent of the time,
but some of those issues included:
Given the changes occurring in the contact center industry, it wouldn’t
surprise me to see some of the topics mentioned above intersect with
others in order to address the overriding issue of agent attrition and
turnover. For example, automation is bound to make an agent’s job
more satisfying as routine, repetitive work is turned over to digital
Likewise, virtual agents will divert more routine calls from agents
than IVR has ever been able to do. Chatbots will ensure that only
the most complex, challenging calls go to agents, likely leading to
greater job satisfaction. Gamification will also add a degree of
fun, reward and recognition to the agent’s job.
It could be said that in the contact center industry over the past few
years, the more things change, the more they stay the same.
Leaders still have to deal with limited budgets and are being told to
do more with less, sometimes feeling that executive management is out
of touch with the customer care function. And, of course, agent
attrition remains the biggest challenge these leaders face in the year
In This Issue...
Quality Routing Best Practices
Theater: Keeping You Up
"Life has got a habit of
not standing hitched. You got to ride it like you find it. You got to
change with it."
~ Woody Guthrie
NACC has been burning
the midnight oil and typing until our fingers are sore to bring out
reports to our members. Each is listed below. If you are interested to
see what we are writing about, click on the links
below and download the executive summary of each. If you like
what you see, join the NACC so that you can view these reports and
others that will be coming out soon on our website. These reports will
ensure that you know the latest trends in the industry.