20 August 2006  Quality Assurance

I’ve recently started a discussion forum specifically for QA professionals in the call center industry!
Head on to Call Center QA Professionals!  Let’s start discussing your work environment, call monitoring forms and its methodologies, Six Sigma and more.  There is not much posts as of yet since I’ve only started but …

4 November 2005  Quality Assurance

Today was an interesting first day after we had a short break from our training.  We were all re-learning everything and it was ultimately boring in the morning.  But, as we went along with the discussion towards lunch, there was definitely a breakdown and a huge debate started. 
What …

23 October 2005  Operations, Quality Assurance

A Quality Analyst or Auditor will normally think that a Team Leader will always be subjective when they do their monitored sessions.  Whether it be done side by side or remote, the way they score might be subjective.  Most call centers would not consider their observations as official scores, again, …

21 August 2005  CSAT, Quality Assurance

A lot of companies nowadays have been scrambling for their customer’s
feedback to know exactly what they want and expect.  In a call
center environment, people call in for the mundane requests or
complicated feedback.  It’s always the same - they NEED something
from us.
As agents, depending on what stage you are at, you …

8 August 2005  Quality Assurance

I’ve been exposed to several QA methodologies and models but I have yet
to learn the most extreme, which makes the QA department a very small
support group.  This is more integrated into the operations floor. 
QA COACHING
Coaching done by QA personnel is more logical and objective since the
calls are heard first …

30 July 2005  CSAT, Quality Assurance

I
don’t claim to be an expert on customer surveys but I work daily to
understand the behavior of customers with regards to a product, buying,
or service experience.  Quality in the call center industry is now
synonymous to Customer Experience.

Years ago, we capture customer’s opinions by just listening to the
calls or reading web …

20 July 2005  Quality Assurance

The Quality team has been known as a separate group in call centers but still very much into operations.  But, is it really autonomous?
A typical organizational chart would show HR, Finance, Admin, and Training being detached from the rest.  But looking at QA, it may or may not be under operations.  Depending on …

12 June 2005  Quality Assurance

Quality Assurance has once only been monitoring and evaluation of agent’s calls in order to determine areas of opportunity for improvement and best practices to be fed to the floor.  It’s approach was to also “watch” for compliance and ensure all policies and processes of the client are met.  It …