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Leading Practices in Quality Management


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Leading Practices in Quality Management

  1. 1. Leading Practices in Quality Management<br />Wendy Fowler, Certified Consultant<br />
  2. 2. Wendy Fowler – Certified Consultant<br /><ul><li>As a seasoned industry expert, Wendy has a successful track record of implementing and reengineering successful, world-class call center and processes and teams for companies of all sizes.
  3. 3. In her 22 years as a customer service professional, she has held various positions responsible for all aspects of contact center operations – from CSR to call center manager to WFM director.
  4. 4. She has a clear passion for Customer Service and a talent for being able to identify opportunities quickly within an organization and provide the necessary design to make cost-effective, data driven change.</li></li></ul><li>About ICMI<br />The International Customer Management Institute (ICMI), has been in business for 26 years and is a leading global provider of comprehensive resources for customer management professionals–from frontline agents to executives–who wish to improve contact center operations, empower contact center employees and enhance customer loyalty. <br />
  5. 5. Why Are We Here?<br />The purpose of this session is to:<br />Share leading practices every Quality Management (QM) Program should have.<br />Discuss the benefits of adopting these practices<br />Share information on additional resources for enhancing your QM Program.<br />
  6. 6. Practice # 1<br />Identify the strategic objective of the quality monitoring program. <br /><ul><li>ACTION:
  7. 7. Identify the company’s reasons for performing quality management processes.
  8. 8. BENEFIT:
  9. 9. Creates a strategic vision for developing and administering the QM program.
  10. 10. Ensures consistency
  11. 11. Helps manage the Cost of Quality</li></li></ul><li>Practice # 2<br />Determine and analyze the Cost of Quality (CoQ). <br /><ul><li>ACTION:
  12. 12. Analyze spending on quality, including a thorough analysis of costs per call and other factors like complaints and rework
  13. 13. BENEFIT:
  14. 14. Allows you to correlate spending with Customer Satisfaction
  15. 15. Assess where resources should be applied to gain the highest business value</li></li></ul><li>Practice # 3<br />Document policies and procedures: <br /><ul><li>ACTION:
  16. 16. Document all existing transaction policies and procedures
  17. 17. Set up a process that keeps policies and procedures up‐to‐date.
  18. 18. BENEFIT:
  19. 19. Ensures consistency among contact center staff and QA specialists/supervisors
  20. 20. Decreases errors
  21. 21. Improves training time</li></li></ul><li>Practice # 4<br />Develop QM criteria and guidelines <br /><ul><li>ACTION:
  22. 22. Specify the criteria to apply when evaluating transactions and performing evaluations
  23. 23. Provide examples of the right and wrong way to perform tasks
  24. 24. Can be incorporated as a component of policies and procedures
  25. 25. BENEFIT:
  26. 26. Provide clarity on scoring and expectations
  27. 27. Aids in calibration
  28. 28. Improves training time</li></li></ul><li>Practice # 5<br />Define program mechanics <br /><ul><li>ACTION:
  29. 29. Who, what, when, how many and how
  30. 30. BENEFIT:
  31. 31. Improves communication
  32. 32. Sets expectations
  33. 33. Guide for setting up parameters in a QM system (if available)</li></li></ul><li>Practice # 6<br />Establish a closed‐loop training process<br /><ul><li>ACTION:
  34. 34. Establish a closed‐loop training process that addresses new content, system issues, updates and agent performance issues.
  35. 35. Train everyone on the QM program and how to handle customer interactions and
  36. 36. BENEFIT:
  37. 37. Improves communication and ensures training and QA staff work together
  38. 38. Improves the effectiveness of the QM program</li></li></ul><li>Practice # 7<br />Provide frequent feedback to agents about their performance. <br /><ul><li>ACTION:
  39. 39. Ensure QA staff/supervisors can provide effective, consistent coaching sessions
  40. 40. Feedback should include where agents are performing well and areas where they have opportunities to improve.
  41. 41. BENEFIT:
  42. 42. Enhances employee development
  43. 43. Improves morale
  44. 44. Improves customer satisfaction</li></li></ul><li>Practice # 8<br />Build consistency into the QA program through calibration. <br /><ul><li>ACTION:
  45. 45. All reviewers must listen to the same call, score it, identify variance in scoring approaches, reconcile their differences, and set a standard measurement that all will use going forward.
  46. 46. Calibrate monthly
  47. 47. Include agents in the process
  48. 48. BENEFIT:
  49. 49. Ensures consistency and equity
  50. 50. Improves the effectiveness of the QM program
  51. 51. Helps agents appreciate the challenges associated with consistently evaluating transactions. </li></li></ul><li>Practice # 9<br />Provide a process to facilitate two‐way communication between agents and reviewers<br /><ul><li>ACTION:
  52. 52. A mechanism for responding to their quality evaluations so that they feel empowered and heard.
  53. 53. Include a process for filing complaints
  54. 54. BENEFIT:
  55. 55. Improves employee morale and communication
  56. 56. Yields a better and more effective QM program</li></li></ul><li>Practice # 10<br />Incorporate the customer’s experience into the monitoring process.<br /><ul><li>ACTION:
  57. 57. Survey your customers to see how satisfied they are with the quality of an organization’s products, services, processes and agents.
  58. 58. Track interactions to see if the customer was are put on hold, transferred, required conferences, or was a repeat caller.
  59. 59. Correlate quality monitoring results to customer feedback
  60. 60. BENEFIT:
  61. 61. Improves customer satisfaction
  62. 62. Lowers operating costs/increases revenue</li></li></ul><li>Practice # 11<br />Share monitoring information with other business departments.<br /><ul><li>ACTION:
  63. 63. Share essential information with stakeholders through call recordings.
  64. 64. Invite stakeholders and executives to conduct side by side monitoring sessions
  65. 65. BENEFIT:
  66. 66. Improves customer satisfaction
  67. 67. Improves products, services and lowers risk</li></li></ul><li>Practice # 12<br />Develop a cycle of continuous improvement.<br /><ul><li>ACTION
  68. 68. Develop a culture and processes that support and encourage continuous improvement of quality monitoring processes, including the gathering of information about customer satisfaction.
  69. 69. BENEFITS
  70. 70. Lowers costs
  71. 71. Increases customer satisfaction
  72. 72. Empowers employees</li></li></ul><li>Practice # 13<br />Recognize and reward top performers.<br /><ul><li>ACTION
  73. 73. Include a rewards and recognition as part of the QA program
  74. 74. BENEFITS
  75. 75. Encourages good work
  76. 76. Motivates employees</li></li></ul><li>Additional Resources<br /><ul><li>Want a copy of this presentation? Hand me a business card and I’ll email you a copy after the show.
  77. 77. Complimentary online Quality Self-Assessment Scorecard</li></ul><br /><ul><li>Complimentary whitepaper on Quality Management and the Cost of Quality</li></ul><br /><ul><li>Need assistance implementing or improving your QM Program? Visit the ICMI booth today!</li></li></ul><li>Questions<br /><br />