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Tips and Tricks to Master Contact Center QA

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Erica Marois
Erica Marois

QA is a critical component in contact center agent training. When done well, it can strengthen the customer experience, improve performance, and bolster employee engagement. When mismanaged, the impacts can be detrimental to employees and customers. Looking for tips and tricks to improve the QA process in your contact center? Check out the advice our #ICMIchat community shared during a recent chat.

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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Tips & Tricks to Master Contact Center QA
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Insight from our April 19, 2016 #ICMIchat
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q1:What are the components of a great agent scorecard?
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Keys to a Great Contact Center Agent Scorecard Tip #1: Allow agents to help decide what’s measured and scored.
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Keys to a Great Contact Center Agent Scorecard Tip #2: Don’t hold agents accountable for things they can’t control.
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q2:What are a few things contact centers should consider removing from the scorecard?
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Time for a Scorecard Makeover? Tip #3: If you can’t act on it, don’t measure it.
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Time for a Scorecard Makeover? Tip #4: Ditch the vague. Be specific.
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Time for a Scorecard Makeover? Tip #6: Consider rethinking traditional empathy measures.
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q3:How do you ensure fairness in the QA process?
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Fairness in the QA Process Tip #7: Include different perspectives.
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Fairness in the QA Process Tip #8: Calibrate regularly
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Fairness in the QA Process Tip #9: Encourage peer reviews.
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Fairness in the QA Process Tip #10: Clearly communicate the ground rules.
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q4: Is it a good idea to share specific client feedback with agents?
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Sharing Customer Feedback Tip #11: If you’re going to share feedback, be consistent.
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Sharing Customer Feedback Tip #12: Share only what’s valuable.
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q5:How can you help agents view QA in a positive light?
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Shed the Big Brother Perception, Turn QA into a Positive Tip #13: Demonstrate the value of the process.
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Shed the Big Brother Perception, Turn QA into a Positive Tip #14: Build relationships to build trust.
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q6: What’s one unique metric your company includes on employee evaluations?
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Unique Employee Performance Metrics Tip #15: Consider evaluating relationship based skills.
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Bonus Tip: Use Legos to reward great performance.
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 A Creative Employee Incentive
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Join us Next Time!
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Check out our forum for full recaps & info on future chats: http://ubm.io/1OKA9lE

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Tips and Tricks to Master Contact Center QA

  • 1. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Tips & Tricks to Master Contact Center QA
  • 2. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Insight from our April 19, 2016 #ICMIchat
  • 3. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q1:What are the components of a great agent scorecard?
  • 4. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Keys to a Great Contact Center Agent Scorecard Tip #1: Allow agents to help decide what’s measured and scored.
  • 5. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Keys to a Great Contact Center Agent Scorecard Tip #2: Don’t hold agents accountable for things they can’t control.
  • 6. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q2:What are a few things contact centers should consider removing from the scorecard?
  • 7. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Time for a Scorecard Makeover? Tip #3: If you can’t act on it, don’t measure it.
  • 8. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Time for a Scorecard Makeover? Tip #4: Ditch the vague. Be specific.
  • 9. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Time for a Scorecard Makeover? Tip #6: Consider rethinking traditional empathy measures.
  • 10. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q3:How do you ensure fairness in the QA process?
  • 11. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Fairness in the QA Process Tip #7: Include different perspectives.
  • 12. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Fairness in the QA Process Tip #8: Calibrate regularly
  • 13. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Fairness in the QA Process Tip #9: Encourage peer reviews.
  • 14. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Fairness in the QA Process Tip #10: Clearly communicate the ground rules.
  • 15. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q4: Is it a good idea to share specific client feedback with agents?
  • 16. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Sharing Customer Feedback Tip #11: If you’re going to share feedback, be consistent.
  • 17. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Sharing Customer Feedback Tip #12: Share only what’s valuable.
  • 18. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q5:How can you help agents view QA in a positive light?
  • 19. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Shed the Big Brother Perception, Turn QA into a Positive Tip #13: Demonstrate the value of the process.
  • 20. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Shed the Big Brother Perception, Turn QA into a Positive Tip #14: Build relationships to build trust.
  • 21. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q6: What’s one unique metric your company includes on employee evaluations?
  • 22. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Unique Employee Performance Metrics Tip #15: Consider evaluating relationship based skills.
  • 23. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Bonus Tip: Use Legos to reward great performance.
  • 24. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 A Creative Employee Incentive
  • 25. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Join us Next Time!
  • 26. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Check out our forum for full recaps & info on future chats: http://ubm.io/1OKA9lE