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Quality Assurance Training For a Call Center

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Quality Assurance Training For a Call Center

Quality assurance training is crucial in boosting your call center. A reliable program should provide consistency in the application of rules, the effectiveness of feedback system, the appropriateness of the guidelines used, and the proficiency of the staff involved.

Consistency is the heart of a well-structured quality assurance training program

The quality assurance team is responsible for driving desired behaviors and curbing undesirable ones. Below are some items to consider when you put together a quality assurance training program.

Training your quality assurance team will help them to:

  •       Drive performance improvement in the company by incorporating the best practices to leverage quality.
  •       Define processes to ensure consistency and fairness in the monitoring process.
  •       Develop a call recording strategy for gathering sample interactions.
  •       Identify and track the goals of an effective monitoring program.
  •       Identifying common mistakes in implementing a quality monitoring program.

In order to design the best training for improving your call center, you might want to consider:

  • Applying a robust quality management procedure. A reliable monitoring process will help you to give the customers an experience of a lifetime. A reliable management system should, therefore, give your agents the core traits and skills that they need to interact with the customers. Having a well-structured call quality monitoring policy is therefore not an option.
  • Saving your best calls. Improving the overall call handling process will require you to use best calls so that they can be used as a training aid.
  • Rewarding best practice.  It is a smart idea to share positive reviews from customers with your staff. You can also organize for monthly rewards for high-quality work. As a result, you will motivate your staffs to work even harder.
  • External benchmarking.  It is advisable to outsource monitoring services if they are not available at your contact center. Internal control is also essential in comparing performance.
  • Providing enough time and effort for monitoring. In order to increase the benefits to sales and customer retention levels, you will need to invest more time and effort in monitoring and coaching. The excellence of monitoring and coaching significantly depends on the frequency, accuracy, and the call quality.
  • You need to have quality people for quality monitoring. You can either develop your own employees or recruit others with the required expertise. If you identify some staffs, who can handle monitoring, give them training and all the necessary resources.  Giving that task to a selected team will leave your operational staff free to manage.Feedback support and training are paramount: Advisors should share and spread best practice after receiving feedback via group sessions, remotely or one –to-one. Using a method of scoring and evaluating that is fair and agreed upon by all in advance will provide the best feedback from the monitoring process.
  • Feedback support and training are paramount. Advisors should share and spread best practice after receiving feedback via group sessions, remotely or one –to-one. Using a method of scoring and evaluating that is fair and agreed upon by all in advance will provide the best feedback from the monitoring process.
  • Winning the employee engagement. It is important to gain the trust of workers early in the monitoring process. As a result, everyone will feel comfortable working with the team.
  • Start with simple techniques. In order to pave the way for more ambitious goals, you will need to set realistic targets and achieving them will be more motivating. You can start with simple activities such as using spreadsheets with tick boxes filled in manually and work your way up slowly.

In summary, the best training should be holistic and engage all departments. Coaching some of your own employees can be beneficial whether you monitor calls internally or externally. You do not need to be hi-tech to start the monitoring process. The most basic will be the concrete foundation of quality services in the future. Boosting the customer relationship with your business should be the sole goal of the entire process.

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