Quality Call Monitoring workshop

The real quality revolution is just now coming to services. In recent years, despite their good intentions, few service company executives have been able to follow through on their commitment to satisfy customers. But service companies are beginning to understand what their manufacturing counterparts learned in the 80’s and 90’s – that quality doesn’t improve unless you measure it.

We live in an age of instant gratification, where most service is expected to be rendered within 24 hours, if not immediately. Customers are more demanding, and expectations are rising. As a result, contact centre agents have become one of the most valuable assets of an enterprise. They have the capacity to make your company look exceptional - or extremely poor. Management's adherence to strict quality guidelines within the contact centre directly impacts the customer's overall satisfaction.

Foxglove consult’s highly interactive and personalised 1 day quality monitoring workshop covers all aspects of quality measurement in the new multimedia contact centre. The emphasis of this day is on fairly measuring, assessing and voice based interactions between agents and customers.

Understanding the key role quality plays in the success of any contact centre is the main objective of this workshop. Participants will gain an understanding of how an effective quality management programme can contribute to the overall improvement of performance and  motivation.

Participants will learn how to:

• Demonstrate the synergy between productivity and quality.
• Design a quality measurement process that measures the quality call handling between agents and customers.
• Design a Quality Call description.
• Develop an effective scoring system for calculating agent quality.
• Develop a productivity and quality matrix.
• Design a calibration process to ensure consistency in quality results. (We use sample calls for your centre to do this)
• Effectively use technology to automate the monitoring process
• Produce meaningful reports and feedback for both agents and senior management
• Use quality information to assess areas for improvement in agents skills and knowledge.

This workshop not only addresses the importance of quality in contact centres, but provides the building blocks for developing a world class quality management programme personalised for your centre.

All aspects of this workshop and the quality management approach recommended are in line with global quality management systems and standards such as COPC and ISO.