The document outlines six strategies to improve quality and performance in call centers, emphasizing the importance of employee treatment and call handling. Key recommendations include implementing effective quality assurance programs, offering incentives, ensuring accurate reporting, providing adequate training, seeking employee feedback for process improvements, and establishing call response time standards. Recognizing and rewarding good performance can enhance employee morale and overall results.

1. How To Improve Call Center
Quality & Performance
Improving call center quality and performance means looking at the way each
employee handles calls. The employee must treat each customer with respect
and take all the appropriate steps in order to ensure that the call is handled
correctly. Poor quality can upset customers and reduce your profit.
6 Ways
1
2
Initiate an effective quality
assurance program
Call centers need quality assurance
programs that provide a large enough
sample of each associate's individual
work and the performance of the group
as a whole.
Offer an incentive program
An incentive program is a great way
for your employees to stay motivated
and work hard for you
3 Make sure you have accurate
reporting
Accurate reporting will help you
determine how your center is currently
performing. Use these reports to
determine areas of weakness and what
you can improve upon.
4Provide adequate training for your
employees
Call center employees need to know
how to do their job correctly in order
to provide the best quality.
5 Look for process improvement
opportunities
Ask the employees for their ideas.
They often know which steps in their
procedures are troublesome. Act on
their advice whenever possible and
give them credit. This will help to
improve employee morale.
6Find out how fast employees
should answer calls
If you figure this out, you will improve
your call center efficiency and
performance
Reward your employees for good performance. Listen to a call of the week. Provide
monthly recognition to employees with the best quality. Money is a nice reward, but
simple recognition often helps improve quality in a call center.
Happy Employees Produce Better Results
Source: http://www.appointment-plus.com/articles/how_to_improve_call_center_performance.php
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