This document summarizes the findings of a survey on quality management practices in contact centers. The survey elicited information from quality, customer service, and contact center managers around the world in order to understand current practices and what best practices look like. Key findings include that most centers evaluate 10 or more calls per agent per month, place high importance on service quality, and want more emphasis on quality monitoring, coaching, and data reporting. Challenges include low coaching frequencies and inconsistencies in call evaluation. The document provides tips and resources for improving quality management.

1. Summary
Report
Gain insight into what best Sponsored by
practice looks like in today’s
contact centres, along with top
tips and best practice guidelines.

2. Introduction
Why survey quality management?
Delivering a great customer experience is a goal for millions around
the globe, with securing and retaining loyal, profitable customers an
ever-pressing challenge set in boardrooms world-wide.
It is our vision to take this challenge out of the boardroom and onto
the operational floor in an impactful (yet cost effective) way, turning
Quality Management (QM) from a ‘cost’ to a ‘profit’ centre.
As a first step, we asked customer-focused organisations to share
their QM practices and top tips with us.
This infographic shows the findings of the CCQS survey, as completed
by Customer Service, Contact Centre and Quality Managers from
around the world, in December 2013.
The survey elicits information relating to the current state of
Quality Management within Contact Centres, in order to understand
companies’ commitments both financially and in resourcing, and to
gain a degree of insight into what Best Practice looks like in today’s
contact centre.
For further information about the CCQS, how to improve Contact
Centre and Service Quality and Insight, or if you have any feedback
or comments, please get in touch!
Jeff Bardell
Director of Research and Analytics, BPA Quality UK
The Data
The CCQS questionnaire was distributed globally to those who have daily dealings with
call centre quality monitoring. These infographics represent the findings of the perceived
aspirations and challenges of this sample demographic.
01 Introduction
02 Quality Opinions
03 Quality Trends
04 Qualit y Challenges
05 Quality Facts & Figures
06 Sample Demographics
07 Top Tips
08 Extra Resources
09 Sponsor Overview
Turning
Quality
Management
from a ‘cost’
to a ‘profit’
centre
Summary Report 2014 1

3. Quality Trends
Coaching Frequency
13% 21% 30%
Feedback on an
ad-hoc basis
Feedback on a
monthly basis
Feedback on a
weekly basis
of Contact Centres task the In-House Quality Team with
looking after the call quality programme. 57%
of Contact Centres evaluate 10 or more calls per month,
per agent. 34%
of Contact Centres use Customer Satisfaction Surveys to
measure customer satisfaction. 74%
92% 52%
Place ‘high’
importance on service
quality delivered by
their Contact Centre
Would like more
emphasis placed on
Quality Monitoring by
their company
Want better reporting software 72%
61%
60%
Want more frequent coaching
Want more calls to be evaluated
52% 50% 69% 60%
Rate
customer
service
delivered
by their
Contact
Centre as
‘High’
Believe that
customers
would not
rate the
quality of
service as
‘High’
Would
like to see
improved
coaching/
feedback
skills
within their
organisation
Rate in-house
quality
monitoring
and
management
expertise
as less than
excellent
Quality Opinions
2 Summary Report 2014 Summary Report 2014 3

4. Quality Challenges Quality Facts & Figures
Ability to
evaluate the
quality of calls
in different
languages.
Low frequency
of coaching /
feedback to
agents.
Low visibility
of data and/or
trends.
Lack of
agreement on
evaluation of
soft skills.
Encountered ‘Sometimes’ or ‘most of the time’.
Storing and
Reporting
Information 70% 24% 15%
Can the agents’ C-SAT results
be reported side-by-side with
their performance data from
call quality monitoring?
69% 63% 63% 57%
often or sometimes
Low calibration / consistency amongst the analysts
often or sometimes
Lack of agreement on call evaluation criteria / design
53%
49%
Communication volumes: type and frequency. Annual volume.
Answer
Options
<100 000 100 001 -
500 000
500 001 -
1 million
>1
million
Not
handled
I don’t
know
Calls 28 31 23 38 5 12
Email 45 27 13 11 13 14
Letter 46 7 4 5 28 13
Web chat 32 8 8 4 38 11
Social
40 14 3 2 28 14
media
Other
type of
contact
13 1 2 2 24 18
In-house
database
3rd party
software system
Paper-based
YES
41%
No
42%
Don’t
Know
17%
4 Summary Report 2014 Summary Report 2014 5

5. Friendly tone & demeanour /
Active listening / Empathy 1
Smile while you’re talking on the
telephone - the caller can hear it,
believe it or not!
Customer Satisfaction is one of the
best ways to measure Customer
Experience, however it is rarely
3
actionable information. As such it needs to
form part of a well-executed customer insight
strategy which should include agent quality
evaluation and mystery shopping data.
Quality measurements should be
in line with call centre’ goals. The
misconception of Quality Teams as
spies on what agents are doing wrong is the
farthest from the truth. Quality Analysts
(Quality Evaluators) are listening to provide
missed opportunities to help agents manage
a sales, support, tech call more easily and
give the customer an incredible experience
that they will then, in turn, tell the world.
Your programme should have a clear
definition of what you want the
agents to do.
They want to know what they did right and
wrong...they truly want to perform well!
Use a 360 degree approach…mix
your SA, QA and CSAT data to get a
full picture of your business.
How do you provide clear, objective
and actionable feedback for agents,
and increase calibration success for
quality evaluators? Break the criteria in the
evaluation form right down into observable
behaviours, then simply answer yes or no to
whether they took place in the call!
Sample Demographics Top tips
In-house and Outsourced.
UK Europe
North
America
Asia 32% 20%
Africa Oceania
19%
4% 6%
22%
Location of the Contact centre.
Of those who
handle QM in-house:
Top 10 Tips for Achieving Positive Customer Interactions
A selection of tips from CCQS respondents and from the report sponsors-quality
call centre world leaders, BPA:
6
7
8
9
10
(Jason Gilliard, Customer
Support Specialist, AT&T)
(Michelle Preston, Head of Student
Services at City University London)
evaluate 7 + contacts per agent, per month
have an annual budget of over £50 000 have 251 + agents (FTE)
report sometimes or most of the time,
encountering challenges with low
frequency of coaching / feedback to agents
have 11+ staff directly involved in Quality
Monitoring
55%
47% 43%
26% 64%
2 Combine internal Quality
Analysis score with external
customer surveys.
(anon)
Every caller has their own
personal perception of quality.
The trick is to find out what it is &
ensure that your service meets &
exceeds that perception.
4
(Anon)
5 It is vital to engage everyone, on
all levels, with the importance
of quality, use strong reporting
tools, build a strong performance
framework & have a middle
management team with strong
coaching skills.
(Anon)
Tips from BPA
6 Summary Report 2014 Summary Report 2014 7

6. Extra Resources Sponsor Overview
How to Get the Most Out of Your
Quality Management Processes
World leaders in Call Centre Quality, BPA, have sponsored this report. They
have produced a series of white papers for companies looking to maximise
the return on investment when it comes to quality management.
Craig Antonucci, Director of
Client Strategies at BPA, MBA and
Professor of Decision Sciences, has
written this series of papers for
best practice guidance.
Why Quality Monitoring is Important
for your Call Centre
‘Why should my organisation monitor our
agents?’ If this is a question you are asking,
then this document will supply you with
the answers.
By accessing the full paper you will find
out:
• Factors for effective quality monitoring
• What to measure for impact on your
organisation
• Realising the ROI on your quality
monitoring and more
Agent Coaching
Find out why coaching is an integral part of
a successful quality programme.
By accessing the full paper you will find
out:
• The benefits and pitfalls of coaching
• Effective coaching requirements
• Results of effective coaching and more.
Building an Effective RFP Document
for Quality Monitoring
Gain ultimate insight into how to create
an effective Request for Proposal (RFP)
document and process. The ultimate aim
is to save you time and money, whilst
ensuring you ultimately contract the best
company to work with.
Access the full document to find out:
• The benefits and problems of an RFP
• How your company can conduct the RFP
process correctly
• A checklist of what information should
be provided to the prospective vendors
and more.
For over 25 years, BPA have
worked with some of the world’s
largest companies and most
respected brands to transform
the level of Customer Experience
being delivered to their customers,
through greater Customer Insight,
Performance Improvement and
Compliance related services.
BPA’s core services include:
• Outsourced Quality Monitoring in
45+ languages (Independent, expert
Evaluation)
• Mystery Shopping
(Telephone & Face to Face)
• Speech Analytics
(Delivered as a managed service)
• CSAT Surveys
• Contact Centre Consulting
• Contact Centre related Training
The typical outputs and benefits
that we help deliver include:
• Improved Customer Experience
• Improved Customer Retention/Loyalty
• Improved Compliance
• Improved QA scores
• Improved CSAT results
• Reduced QA related costs
• Improved Flex and Scale to manage QA
related activity
• Improved visibility of QA scores and
ability to track coaching effectiveness
with our own online evaluation and
reporting tool
• Improved confidence in QA output
based on independent, unbiased and
objective feedback
BPA have built a team of over 500 expert
Analysts across the UK and the US to carry
out over 10 million evaluations per year,
across a broad range of sectors and across
45+ different languages.
If you would like to be sent copies
of the white papers mentioned
here, please email
Barrie.Collins@BPAQuality.co.uk
BPA Quality is a Global Leader
in the provision of outsourced,
multi-lingual Contact Centre Quality
Monitoring, Customer Insight and
Training services.
For more information on how BPA Quality can help you improve your
contact centre Quality, Insight or Service Improvement objectives,
why not get in touch with the quality experts?
8 Summary Report 2014 Summary Report 2014 9

7. Would you like to turn your call centre
from a cost centre to a profit centre?
BPA Quality can make this a reality.
You can contact us today to talk through what would be the best solution for your
organisation. We also offer demos of our reporting software so you can see how
effective and immediate the improvements to your customer service can be.
+44 (0) 1404 44004 +44 0800 195 0506
uk.enquiries@bpaquality.co.uk