When you think of quality, what is the first thing that comes to mind? Is it the efficiency of a contact center that is meeting its customer service goals? Is it the quality monitoring solution that helps managers identify issues and resolve them?
These are important, yes. But quality is more basic than that. It begins as a mindset, an approach to work and achieving goals that must be shared by every contact center manager, coach, trainer and agent. Yes, there are quality processes that can and should be put into place, but if the people behind them are not dedicated to making the best decisions for the business and its customers, these processes will not be sufficient by themselves.
How can we take that quality mindset and put it into action? It starts by being proactive. The goal is to spot problems and solve them when there is still time to do so, even if it requires above-and-beyond effort. Stories of this abound in the business world – hotel managers who drive two hours to return a credit card to a guest about to board an international flight; the gift-wrap employee at the department store who adds an extra bow and the more expensive ribbon to make every package look special.
That type of quality doesn’t exist solely at the top or the bottom of the organization – it must be present at all levels. It must be so prevalent that those agents or other personnel who lack the quality mindset will find themselves engulfed by it from every direction, so they must either rise to meet the same expectations or seek employment somewhere else.
Author Amitava Kar, one of the world’s leading experts on quality management, once said “The quality of an organization will not improve unless, and until, we have (people) with a caring mindset…leaders must embrace quality as their personal responsibility and must demonstrate quality in their behaviors and actions before they can expect people to trust or follow them.”
When this is achieved, then you may be confident that your contact center will maximize the great potential inherent in a quality management solution.