Improving Call Quality

[shelly]

Hi
I'm looking for ideas for an incentive program geared towards improving agent's call quality scores. Any suggestions would be appreciated.

Thanks
Shelly

[QA Specialist]

Hi Shelly,

It would depend on what your call center could provides in terms of incentives. But generally, token items (i.e. ballpens, caps, notepads, keychains) can be utilized. You can give these to your agents as an instant prize if they achieved something or if they hit their metric/s.

You can also give out personalized or handwritten commendation if an agent provided exceptional customer service or if member/customer expressed satisfaction with the way the agent handled the call/issue.

But I would also suggest that you coupled incentives with coaching. Always highlight the positive things agent was able to do or achieve; empower agent in formulating developmental plans to achieve/close areas of opportunities. This way, you also boost confidence and build esteem.

[linuxlab]

Hi Shelly

I'm new to callcenterops but what I've noticed is the following:

If you describe your call/contact center's activities
the job description /responsabilities of your agents and
how you grade their performance
what's the target/what's the current level
the sites visitors will be able to help you further.

have a nice weekend

[linuxlab]

Hi Shelly

please provide some additional information

what kind of contact/call center do you operate?

what's the jobdescription of your CSR/agents?

how do you rate/grade the quality scores ?
and how is performance now? what's the target you want to accomplish

there are a couple of suggestions on the forum allready concerning incentives

good luck!