The Right Approach to Quality Management for the Hosted Call Center
December 10, 2012
There are a number of different tools available on the market today that help to create the perfect contact center. Such tools include Interactive Voice Response (IVR), customer relationship management (CRM) software, automatic dialing, skills routing and computer technology integration, to name just a few. But to truly deliver the quality experience you would expect from the hosted call center, it really requires the organization to get back to basics. A recent inContact blog highlighted the importance of the successful quality management program. In fact, the blog examined the top 10 characteristics included in such a program and how they can apply in today’s hosted call center.
1. Synergy (News - Alert) – The culture of the organization sets the tone for the level of quality management in the call center structure. An established message born of cultural values helps to form a successful approach to quality management. Contradictory messaging will have the opposite effect.
2. Relevance – Again, the culture and messages permeating throughout the organization need to set the tone for the elements within quality management. They must be relevant, calling to past experience, instinct and even industry examples.
3. Goal Correlation – If the quality management program doesn’t have specific goals tied to it, the value for the hosted call center is diminished. What to measure should be clearly identified, and all eyes should be on potential opportunities.
4. Balance – A balance must be struck between the needs of the customer and the needs of the business. Yes, the customer has to be the priority, but not if it conflicts with the main mission of the organization. Most importantly – the hosted call center must avoid sending a mixed message.
5. Concise – Not every behavior that can be measured within the hosted call center needs to be captured. The process can be streamlined so that evaluations are always focused. Decision makers should identify the correlation between goals and ongoing measures.
6. Action – It is not enough for the hosted call center to simply capture data; it must be used for improvements. Leadership should evaluate the questions asked to determine whether or not the answers captured are leveraged for improvement.
7. Definition – The criteria used for measurement must be clearly defined and a balance achieved between practical execution and cultural concepts. Gradient scoring should be applied to soft skills and choices should be limited so as to manage the responses effectively.
8. Calibrate – Ongoing calibration is necessary for accurate scoring and quality data. Processes and procedures must be outlined to benefit the organization as it allows for the use of quality scores for the development of employees, informed decisions related to the business and data-driven insights.
9. Measure & Evolve – The hosted call center should never be standing still, allowing the quality management program to remain complacent. With measurement and evaluation, management can identify areas where quality management is not accurately identifying opportunities.
10. Celebrate – Quality management should never be operated in isolation. Instead, it should be an extension of the culture of the organization, used to promote its pride. By celebrating the program and the associated benefits, hosted call center employees come to understand its relevance.
Remember, the hosted call center is there for a reason – to allow for interactions with customers. When those interactions are optimized for quality, everyone wins.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.
Edited by Amanda Ciccatelli
3-Minute inContact Tour
Transform your customer care. Watch our product and company overview.
Business Growth through Customer Experience Strategic and Operational Investment Trends and Opportunities.
Frost & Sullivan has over fifty years of experience as a global research organization.
Competing in today's complex marketplace requires enterprises to adapt to an environment where the frame and basis of competition are constantly shifting.
Related content you may also be interested in…