Quality Assurance

The next Evolution -
Traditional Quality Assurance
• Completed by Supervisors/team
  leads or dedicated QA Department,
• Focus on primarily or ...
Risks of Traditional Quality
• Limited if any training of assessors,
• Incomplete- targeted monitors not completed,
• Each...
Quality Continuum




Immature Center           Mature Center
Comparison of QA Approaches
       Traditional
Benefits of
                                Objectivity




                   Coaching&
                                C...
Benefits of                  - Objectivity
• Objectivity
  – No Biases – meritocratic approach
  – Role of Evaluator confl...
Benefits of              – Consistency
• All evaluators monitor the same way
• All standards documented in detail
• Exampl...
Benefits of               - Timeliness
• Close enough to the event that the Agent
  remembers the experience
• Coaching sh...
Benefits of     – Coaching,
         Improvements
• Acting on the results of monitoring, the internal
  resources can focu...
Read our Case Study
For more information call us at 877-979-8692
or email us
John Cockerill - President x 201
jcockerill@t...
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Outsourced Quality Monitoring

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Outsourced Quality Monitoring- Can Improve your Service Quality and Reduce your costs

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Outsourced Quality Monitoring

  1. 1. Quality Assurance The next Evolution -
  2. 2. Traditional Quality Assurance • Completed by Supervisors/team leads or dedicated QA Department, • Focus on primarily or exclusively voice calls, • Monitoring 3-5 calls per agent per month, • Targeted monitors not completed frequently, • Often a mini performance review,
  3. 3. Risks of Traditional Quality • Limited if any training of assessors, • Incomplete- targeted monitors not completed, • Each assessor scores differently, • Performance review model shifts focus to catching bad behaviour, and absence of center wide quality view • Biased and/or subjective assessments, • Not statistically valid sample,
  4. 4. Quality Continuum Immature Center Mature Center
  5. 5. Comparison of QA Approaches Traditional
  6. 6. Benefits of Objectivity Coaching& CSAT Consistency Improvement ESAT Timeliness • Objectivity, Consistency, Timeliness & Internal Focus on Coaching & Improvement Initiatives
  7. 7. Benefits of - Objectivity • Objectivity – No Biases – meritocratic approach – Role of Evaluator conflicts with role of Coach • Meyer, Kay and French (I965) – Evaluations not used to reward effort – Evaluations only reflect performance vs Standards
  8. 8. Benefits of – Consistency • All evaluators monitor the same way • All standards documented in detail • Examples of behavior that meets, exceeds and falls below standards well documented.
  9. 9. Benefits of - Timeliness • Close enough to the event that the Agent remembers the experience • Coaching should happen immediately to effectively improve performance.
  10. 10. Benefits of – Coaching, Improvements • Acting on the results of monitoring, the internal resources can focus on: – Coaching for performance improvement – Introducing improvement initiatives. – To – Increase Client/Customer Satisfaction Increase Profit • Coaching direction provided to meet the next level
  11. 11. Read our Case Study For more information call us at 877-979-8692 or email us John Cockerill - President x 201 jcockerill@thetaylorreachgroup.com Colin Taylor – CEO x 200 ctaylor@thetaylorreachgroup.com

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