How to improve QA Score?

[rh_nathan]

Greetings,

I would like to gather some information regarding on how to improve the QA score. Well I and my team had a few plans to improve and one of the major initiatives is running a road show. The road show is actually to cultivate agents to get more high score.
Now I will explain on what we are going to do in this road show:

• Agents are given some good calls to listen and the calls are in the AHT
targer.

• Agents are been briefed on the QA Elements

• Agents are informed on the strength and weakness of their calls.

• Organize a game show related to all the QA elements (Quiz).

Now I need assistance from all who are reading this to provide me some ideas on what are other interesting games which I can do to make to road show more interesting and agents can also enjoy them self..

All your ideas are much appreciated, hope to hear from you soon..

[preneshkp]

You may ask the agents to Audit their own calls and rate them according to the quality parameters which will give them an idea on how to score on quality.

We call it as call clinic.

[VoIP4CallCenters]

It is always good to review high score calls at par with low rating calls. This way, agents will know the pitfalls in low scoring calls. Good call handling requires multiple skills such as: excellent product knowledge, establishing good rapport skills, low AHT, and one time call resolution. If the agents will be able to meet these, then there is a high probability of high-scoring QA.

however, mind you that calls QA also depends on some internal quality control metrix which can sometimes be beyond the agent's control. It is but wise for the agent's and the QA team to be in one page when it comes to understanding the scoresheet to avoid disputes.

With regards to equipment, disputes on QA are best handled if and when a good call monitoring hardware and software will be available for both QA and agents, as well as supervisors.

JNC VoIP Solutions, Inc.
JNCVoIP Solutions - Home

[rh_nathan]

Thanks a lot people will use the suggested ideas and will revert with the outcome.

[Kcalvinn]

well yes agents should definitely rate their calls and analyze them self where they stand. however at the very same time there should be a team leader who should listen to their calls and judge on them and again the manager should randomly pick up calls and listen to them to maintain the pressure and make the agents working fine. try and maintain the pressure, be authoritative as that makes the agents keep working. and keep throwing some cash prizes quarterly based upon the progress that also motivates the agents a lot.

[rh_nathan]

I have completed my road show and as the result we have boost the QA score among the agents. Well that was for last year and this year with my new company I have came up with my own campaign. The campaign is based on a very simple idea, but really have a great impact..

I will update you guys with my latest campaign soon, hope not sleepy to update you guys :)

[iso_pm]

what was the idea?

@ preneshkp.. i was wondering, how did you conduct the call clinic?

hope to hear from you guys soon.. :)

[Greg Bush]

One way that has been successful for our center is to start a mentor program. Have the Reps that score well listen to the calls of the Reps needing improvement and provide feedback on how they can be successful.

This approach gets the buy-in from the Rep needing improvement, it comes across from one of their peers and appears less intimidating than if delivered by management. The other benefit we have seen is a lift from the mentor's performance as well. Having them teach their success tips to others drives their behavior home. They also become more accountable as they feel their performance is always being watched.