I hope you enjoy this post from my friends at BPA Quality: “The Monster Living In Your Contact Center”.
Originally posted on BPA Quality: Revolutionary Insight. Exceptional Results.:
This MONSTER consists of uncalibration, lack of constant coaching, animosity toward QA and nit picking. The Monster is easily created, especially if the contact center is in survival mode. The Contact Center Monster is a Quality Program that is scary enough to cause Shelley to turn in her Quill.
Grab your pitchforks and torches because here is how you catch and destroy that Contact Center Nightmare.
First weapon of defense is getting the buy-in of all agents, supervisors and management teams to the Quality Program. The posse needs to join together and provide a unified mob. A lot of centers make the mistake of creating an us VS. them (QA VS. managers and Agents) mentality. The bigger the mob, the stronger it can be.
Next weapon is Calibration! Ok – so, that is another monster, but listening and relying on great tools…
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Filed under: Call Center