The document summarizes a presentation on quality assessments for a call center. It discusses what quality assurance (QA) is, the importance of monitoring calls to identify both problems and best practices. It provides recommendations for an effective QA process, including having independent evaluators, clear criteria, and using results to provide feedback and training to improve agent performance and the overall customer experience. The presentation also discusses best practices other companies use for QA, such as involving agents in the evaluation and recruitment process, focusing on strengths rather than scores, and using mystery callers and technology to supplement monitoring.

1. CCMG PRESENTATION
Quality Assessments
DATE: 26 July 2016

2. Content
• What is QA?
• Overview
• What do we need to do?
• The do’s and the don'ts
• Other Company practices
• Q & A

3. What is QA?
In developing products and or providing services, QA is any systematic
process of checking to see whether a product or service being
developed is meeting specified requirements.
A QA system is said to increase customer confidence and a company's
credibility, to improve work processes and efficiency, and to enable a
company to better compete with others.
• Manufacturing Industries apply different methods upfront to ensure
product quality.
• The Call Centre industry will make use of different QA methods to
improve call quality.
So what methods do you apply within your business?

4. Overview
Monitoring isn’t just about spotting problems and dealing
with them. It’s also about identifying and amplifying
positive messages. Call quality monitoring is essential
for any contact centre, providing invaluable insight into
how you are performing and what customers are really
experiencing.
It starts with training and being clear upfront
as to what is expected of the individual.

5. What do we need to do?
• Quality evaluations – Only as good as the people doing the evaluation
• A well-thought-out quality management procedure = Improved cust. experience
• Use the results to better performance – Up skilling, giving feedback, monitoring
• Get the small stuff right – “Back to basics” - Scripts, CP Summary
• It doesn’t have to be hi-tech – The most basic is better than no monitoring
• We’re not out to catch you – Employee engagement and buy-in is critical
• Monitoring process – Objective based, fair, buy-in in and consistency
• Tracking and Planning schedules
• Feedback, support and training – One-to-one, remotely or as a group
• Staff support – Interventions such as refresher and formal skills training
• The time and effort spent – The better the investment the better the return
• Reward best practices – “advisor of the month”, agent feedback/performance
• Save your Golden Calls – This can be used in training

6. The Do’s
• Have an independent team doing the evaluations. TL’s to manage
processes.
• See this as an extension to training and up-skill assessors where required.
• Call monitoring criteria to be in line with the call process/scripts
• Call Quality forum - Define what “good” or “unsatisfactory” looks like.
• Call Levelling forum – stakeholders listening and scoring calls together.
• Scoring method must allow for a “WOW factor” service measure
(Exceptional service rendered)
• Allow agents the opportunity to dispute their evaluation (taking
ownership)
• Gain buy-in from your teams by allowing agents to self-assess their work

7. The Don’ts
• Not a negative, top-down activity designed to trip agents up.
• External benchmarking?
• Don’t assume what your customer wants in terms of call quality.
• Influence agent behaviour by sitting along side them.

8. Other Company practices
• QA team involved in the recruitment process
• QA team meet new recruits with a focus on call quality expectations
• Allowing agents in their Induction to listen and score calls
• Recorded role plays during training to prepare them for the call
• C&D room set up prior to the agent going onto the floor
• Regular grammar and process knowledge tests to ensure quality
• Agents asked to “Bring out the dead” calls for discussion purposes
• Buddy up the agents to do “Buddy checking” on each others calls
• Run refreshers in the field of active listening
• Not just about what is said, but HOW an agent says it
• Fix the problem not the individual
• We set the team a different quality theme each month

9. Other Company practices cont..
• Spend 5 minutes reviewing yesterdays calls with 5-7 agents each day.
• Allocate your QA team time slots rather than set agents.
• Mystery callers used one month a year to provide feedback.
• Focus on strengths rather than scores – Customer experience and Business
Solutions (WOW section in educating the customer).
• QM results need to be part of the Company Balance Score Card.
• “Spot awards” for when QA observe a quality customer call.
• Daily prize for the best call of the day for both the agent and TL.
• Increase the sample size only for under-performers.
• Let agents critique their own calls (taking ownership of their performance).
• Staff forecasting to include one agent off the phone each day for coaching.
• Technology – Analyser (Speech Analytics), Voice spotter, Voice recorders

10. Thank you
Any questions?