Quality Assurance

[LMEK]

Could someone give me a run though of the Quality assurance issue that are standard for outbound centers as well as brief job decription for QA Reps

thanks much

[Seymour]

The issue of how to assure quality in an outbound setting can cover a wide range of issues, but there are a couple of things--in addition to proper decorum---that have to be covered.

1. The rep must identify the source of the call, and cover some basic sales issues, and he must do these things in very short order.
a. Aproach and qualification: Is the person who answered the phone qualified as a buyer or empowered to set an appointment? If not, is the person who is able to do these things available.

b. Warm up: Establish rapport. I think this should be much better than "how are you today?" Talk about the weather, about good news, ask a mind-opening question such as 'have you ever, etc" Put the prospect at ease.

c. Transistion to the presentation: Lead to the subject, and state your case. Tell the truth!

d. Transistion from presentation to 'trial close.' Expect a NO! Proceed to a secondary close...and maybe a third NO before you give up.

e. Wrap up: Re-explain what has been purchaced or scheduled. Ask if there are any questions.

f. Send the call to verification.


If all of the above steps are followed, quality should be pretty high.

[salil_a]

Will be happy to help you. Please do get in touch with me.

[Rebecca Oettinger]

LMK.

According to Mercer's Call Center Compensation survey, a Quality Assurance Analyst 'monitors and evaluates the quality of inbound and/or outbound telephone calls. Documents quality issues and performance measures for management review. Provides the information to assist in the feedback and formal education process of individuals on the phone. May act as subject matter expert. Typically requires 1-3 years related experience.'

Other points of possible interest, promoted Quality positions include Senior Quality Assurance Analyst which has the same responsibilities but typically requires 3-5 years experience and Quality Assurance Manager which usually requires a related degree. Quality is often closely linked to training where analyst may formally share insights with management, peers and/or new hires. Pay differentials are given for quality assurance employees who monitor other forms of communication such as emails, faxes, chat, etc.

Feel free to contact me if you have additional questions.

Good luck!
Rebecca

Rebecca Oettinger, Consultant
Sibson Consulting, The Segal Company
p: 609.520.2779 f: 609.520.0369