Here’s an excerpt:
A New York City subway train holds 1,200 people. This blog was viewed about 6,800 times in 2013. If it were a NYC subway train, it would take about 6 trips to carry that many people.
This MONSTER consists of uncalibration, lack of constant coaching, animosity toward QA and nit picking. The Monster is easily created, especially if the contact center is in survival mode. The Contact Center Monster is a Quality Program that is scary enough to cause Shelley to turn in her Quill.
Grab your pitchforks and torches because here is how you catch and destroy that Contact Center Nightmare.
First weapon of defense is getting the buy-in of all agents, supervisors and management teams to the Quality Program. The posse needs to join together and provide a unified mob. A lot of centers make the mistake of creating an us VS. them (QA VS. managers and Agents) mentality. The bigger the mob, the stronger it can be.
Next weapon is Calibration! Ok – so, that is another monster, but listening and relying on great tools for success can easily tame it. Once you have everyone knowledgeable on what is being listened for, then success is ACHIEVABLE and WANTED.
Third weapon is listening for what is important to your customer, not what is necessarily best for the bottom line. For instance, everyone knows that sunlight kills a vampire, but it won’t work on Frankenstein. So, why would bring a weapon that emits sunlight, if you were looking to destroy ‘ol Frankie?
Fourth weapon is consistent coaching / training. Look, if I were going to fight a REAL Monster, I would make sure that I worked out and trained for the fight. That means that I would be at the gym doing crunches and attempting to lift Smart Cars to become stronger. That is what Coaching does for agents. It makes them stronger and more capable of providing award-winning service. It gives them the arsenal needed to be successful.
Lastly, but definitely not least, move beyond the catching agents in doing something wrong idea of Quality. The truth is that a great Quality program consists of providing opportunities for the agents to get even better and celebrate their awesomeness in service. Cheer on the team and the confidence to destroy the monster will always win in the end.
Now that we are ready to destroy that MONSTER, what are you waiting for? Oh, by the way, I hear Monsters like candy, preferably chocolate!
When an interaction occurs between two people, the image of each is created by what can be seen, the things that are said and how it is said. During an interaction over the phone, the call agent only has what he/she says and how he/she says them to create a Quality Interaction. Over the last 25 years, BPA Quality has listened to millions of calls and has been able to establish four basic parts of a quality call interaction. The science of Quality must be able to be measured. A standard ruler must be established to make each evaluation actionable and coachable. The four parts of a call are the opening/welcoming, the customer connection, the problem resolution and the closing. Depending on the industry, each piece of the call can be evaluated using calibrated measures. In this blog, I will discuss basic measures that can be adjusted to fit each call center need. The important thing to remember is that all parts of the interaction must be able to be MEASURED! If you were to ask a handful of people what tone meant to them, you would receive a handful of different definitions. With that being said, how can you provide an objective view of any call interaction?? So … Let’s talk about a Quality Interaction …
OPENING In the opening, the agent should use enthusiastic words and tone that immediately reassure the Caller that the Agent is going to do all they can to help. Offering of assistance is vital in this measure because it opens the conversation to find out the true reason for the customer to call and how the Agent can immediately assist.
CONNECTING with the CUSTOMER According to research, connecting with the Customer can be broken into many measures, that then get broken down even further to be able to be accurately measured. Most importantly, the Agent must show willingness/enthusiasm, Care & Concern, Respectful of Time, Use Up Beat Tone and Actively Listens.
PROBLEM RESOLUTION A well trained agent should soar through this measure with flying colors. This measure identifies the reason for the call, agent must take ownership and then addresses the original reason for the Customer call. Sounds easy, right?
CLOSE of CALL The close of the call should leave the Customer with warm feeling of having a great experience from that Quality interaction. The agent should offer further assistance, thank the Customer for calling and really offer an additional personalization to the call.
At BPA Quality, we don’t want any interaction scripted and this is why we encourage a personal touch from the Agent. Well, that is a quick overview of a Quality Interaction. If you are interested in getting your own calibrated ruler, contact BPA Quality and we welcome any discussion about Quality.
According to ICMI’s Pocket Guide to Call Center Management Terms, Calibration is defined as follows:
“In a call center, calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. In a typical calibration session, the people who routinely monitor agents individually monitor the same call. The ratings and/or scores are then discussed until the group comes to consensus on the most appropriate ratings and/or scores.”
In this quick blog, I will attempt to explain each type of calibration. Please feel free to add any additional thoughts…
Scheduled meeting, call played during conference call, scores collected and discussed. Excellent for promoting overall discussion and opinion.
Sample call distributed and scored independently by all participants, scores compared, variation discussed and clarified.
Hybrid, call center and QA team conduct standard audits and then audit on another’s audits. Each determines agreement/disagreement and overall variations.