Making The Call Center Quality Assurance Program Effective

Every call center has a quality assurance program to make sure that calls are monitored and the management knows about the performance of employees

. Most of the call centers do not make use of such programs and it results in low quality of services being offered to customers. There is a need to implement quality assurance programs properly so that the quality can be maintained. There are certain steps that need to be followed in order to make sure that quality assurance programs implemented are working properly and effectively.

The foremost requirement to make quality assurance program effective is making the call center equipped with call monitoring equipment. The calls need to be monitored so that the quality can be improved. This will help the administration or staff to know about loopholes in the call management and make necessary changes. Groups can be formed to monitor their performance. The group as a whole can be monitored. The individual performances too will be analyzed. Make sure you take a sample that has a substantial number of people so that the performance can be judged in the best possible manner.

The management will have to develop a quality program that will include the work to be done by associates on their respective computers and on phones. After doing this, the employees will know their responsibilities and targets and will make efforts to achieve them. Giving them incentives and rewards for targets is also a good idea to make sure that they deliver quality services.

The call centers sometimes receive calls from angry customers. Some of them are calling for the second time as they were not satisfied with earlier responses. It is the duty of call center executives to make sure that they perform after-call work properly so that angry customers are satisfied.

There must be specific performance goals for people employed in call centers so that they have definite targets and work hard to reach them. They should be held accountable to reach these goals. The goals set have to be accurate and achievable work is carried out productively towards the achievement of goals. Make sure deadlines are met on time without any delays.

The quality department in the company also scores employees. There has to be consistency in quality assurance programs that have been implemented throughout the organization. If performance is being judged by more than one department in the company, see that measures being used by both parties are same. The programs should be such that they can be used in coming years as well to continue quality assessment.

On the job training is another essential aspect to make quality assurance program effective. You can organize meetings with employees and other management professionals from the company and provide them with real time advice to make sure that their performance improves. The employees will perform better once they are trained. Do not forget to reward them when they reach their goals and bring success to your company.

by: Randy Harmat

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