Hello, All:
For two years, I managed a call center (in the financial services industry) where the Customer Service group was looked upoan as a "cost center", not a "profit center". There were no QA measurements to speak of; because our success or failure as a department hinged on abandonment rates within specified tolerances, any QA efforts that were initiated mostly went by the wayside.
My team-leaders and I dusted off and improved the QA measures that had been started, and I even wrote my new QA measures into my own accountabilities for my performance review. Unfortunately, that worked against me down the line: because I now held myself responsibile for a level of quality no one else cared about, I was required to keep my own quality scores up while still maintaining the answer-rates they required. And as soon as I would achieve the desired answer rates, my staffing levels would decrease; 94% answer rate for one month = lose one person.
I am now preparing to relocate and go to work for a company that genuinely cares about QA - they are a third-party call-center, and the CLIENT has established (and randomly monitors) the QA standards. Unfortunately, I understand that this is a new enough operation that they do not yet have anytools - they are looking into purchasing some, but that will be 6-8 months down the road.
Does anyone have a tool they would share, maybe in Excel or Access, of a template for measuring call-quality? I would be grateful, and I will gladly share anything I come up with along the way.
Thanks for your help!
Donna
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