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What doesn't get measured, doesn't improve (& vice versa)
The main problem is that measuring the Quality of your service delivery is often time consuming (and therefore additional cost); additionally, it is often (in some way) subjective. However, measuring quality rather than simple ACD metrics has the knock-on effect of reducing handle times (due to ensuring that your reps are following correct processes); reducing errors (& hence callbacks), both of which have a positive cost impact.
Here are some methods of measurement, which you may like to consider.
Random monitoring & evaluation.
Customer Sat surveys (this can be paberbased, or if you use any IVR technology it is possible to set up an end of call survey, and tehn ask the customer whether they will be prepared to take part in a survey & redirect them to the IVR - we have found this to be successful in the past)
Just sitting with the reps & double jacking.
Mystery shopper type calls.
Remember that quality is nto about answering the phones in x seconds; rather, it's about customer expectations. You must understand what your customers expect & need and design a quality mechanism which supports this goal.
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