Quality monitoring programs often become fixated on QA forms; however,
there are other necessary components that will assure you are getting
the greatest value from your QA program, which is agent feedback and
coaching. The coaching that happens in a call center is really what
makes your Quality program effective. To create a truly effective
Quality program, consider implementing some of the following ideas:
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Forms are fundamental, but coaching is critical. Both must be done really well.
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Prepare coaching sessions so that they encourage two-way
communication. You need to allow agents to tell their side of the story
and point to things they are proud of in their performance - - and
identify areas they need to improve;
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Be sure your coaches are really well trained in their function. Consistency in the coaching function pays dividends.
Read ideas 4 -9 by visiting our website. Click the following link:
http://www.benchmarkportal.com/call-center-newsresources/news-articles/2013/10/quality-assurance-coaching-success-calltalk-caramels
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