Quality Management is Everyone’s Concern
What is the difference between Quality Management (QM) and Total Quality Management?
The answer is simple – Total Quality Management is an effort that involves everyone at your contact center, as well as everyone at the company at large.
Of course, contact center managers only have control over the agents and trainers and coaches on their workforce. But if a Total Quality Management plan delivers results, those results will get noticed by marketing and sales and other departments. It will be much easier to get everyone involved if they understand what’s at stake.
Ready to get started? Here’s how:
- Put a Plan Together
What issues at your contact center most need to be addressed? Why do they exist and how can they be solved? What constitutes ‘quality’ when it comes to a phone call? What specific actions can each employee take to achieve the company’s quality goals? Get as many people involved in these questions and answers as you can. It’s not a total effort unless everyone contributes.
- Put Your Plan in Motion
Once you’ve defined the challenges and the solutions, pursue the strategies you’ve chosen. Monitor your progress to make sure everyone is stepping up to the task. Start measuring the impact of any changes.
- Review and Revise
Choose a time in advance for the review phase – perhaps 30 days. Then compare results before and after the new QM implementation. Revise the program as needed to further enhance results.
- Once You Start, Don’t Stop
The other critical component in Total Quality Management is to make an ongoing commitment to improvement. It sounds like a lot of effort. And it is. But using the call recording and call quality management tools in Monet’s Quality Management solution, it is possible to capture not only the call itself but the activity that took place on the agent’s screen and score 100% of interactions, giving an accurate and comprehensive view of agent, team, and overall contact center performance.
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