How to Implement an Effective Call Center Quality Assurance Program

Almost all call centers have a quality assurance program, but many of these programs don't work. Follow these steps to ensure that your quality assurance program is effective.

Instructions

Difficulty: Moderately Challenging

Things You’ll Need:

• Call monitoring equipment
• Computer
• Performance reports

1. Ensure that you have the call monitoring equipment necessary for a quality assurance program. Someone must be able to monitor your calls in order to improve quality in your call center.
2. Monitor a large enough sample to ensure quality for individuals and the group as a whole. This means you must monitor each individual.
3. Develop a quality program to include the work the associates do on their computers as well as on the phone. Call center employees must be accurate with their after-call work in order to avoid a repeat call with an angry customer.
4. Institute specific performance goals for your employees and hold them accountable for reaching those goals. Make sure you have the right goals set. Balance, speed and accuracy.
5. Check that your quality associates are scoring employees the same way. The call center quality assurance program must be consistent and repeatable.
6. Arrange side-by-side training for your employees. Both quality assurance associates and managers should sit with the call center employees in order to listen to calls and provide real time advice.
7. Reward your employees for good performance. Provide monthly recognition to employees with the best quality. Money is a nice reward, but public recognition can keep employees focused on quality.

Tips & Warnings

• Do not evaluate quality assurance associates based on the scores of the group.