How to Quality Control a Customer Service Agent

In order to provide excellent customer service for your business, you must have quality control measures in place. Not only is it important for defining an employees position, but it encourages everyone to improve on their interpersonal communication skills.

Instructions

Difficulty: Moderate

Things You’ll Need:

• Quality Control Checklist
• Phone Monitoring Capabilities
• Notepad
• Pen

How to Quality Control a Customer Service Agent

1. In order to monitor the work of a customer service agent, a quality control checklist must first be created, so that the criticism aren't entirely subjective. Your Quality Control Checklist should include:
   · Does the agent have a “smile” in their voice?
   · Does the agent state their name when answering?
   · Does the agent state the callers name at least three (3) times during the conversation?
   · Does the agent know how to handle the caller’s questions? Training needed?
   · Does the agent handle the call in a timely fashion?
   · Does the agent stumble, or are they clear and concise on instructions to the caller?
   · Does the agent close the call correctly, with the caller fully informed?
2. With your checklist, monitor the agent. Listen to how your agent interacts with the caller. As a Supervisor or Manager, you know how the call should be handled; is the agent listening to the caller? Follow your checklist, listening to the call. Record on the list, or notepad notes about each specific item, and if they were handled correctly.
3. Ascribe a number of points to each item in the quality control checklist depending on the elements you see as most important. The values of the items should add to 100% so that you can give your agent a quality control score when you meet with them.
4. Quality Control scores should not be based on just 1 call. Agents should have several calls quality controlled per month, so they know their quality is always a concern, and is always being monitored.
5. Customer Service starts with the caller. If the Quality is not sufficient, the customers are more likely to take their concerns to a supervisor or manager.

Tips & Warnings

• Try Team Quality Control: Supervisor plus their leads or top agents sit in a room and listen, and grade together. If an average score is achieved, a meeting is required with the agent.
• Split the Quality Control into several categories for more specific scoring.