Increase Quality and Consistency

[N Garrison]

I am currently researching ways to improve call quality in our center. We have an excellent model where if followed, our representatives should be able to control the call and provide first call reolution. Unfortunately the model is not followed consistently. However, when the model is followed, there is a decrease in AHT and an increase in customer satisfaction. I would love to hear any ideas you would like to share on effective ways to increase consistency and the overall quality of the call.

Thank You

[chubbccm]

Previous to my current position, I was at a major PC manufacturer and we ran into exactly what you've described. Speaking from experience (having been a Call Center Manager for two different Fortune 250 companies), the only way to increase quality and gain consistency is a formalized call monitoring program that incorporates frequent feedback to your representatives. There's quite a bit that would go into this like:

1. Establishing clearly articulated and understood quality performance expectations.

2. Determining your quality measures.

3. Allocating staff to conduct the monitoring and provide feedback.

4. A formal Rewards and Recognition program that is based upon quality performance.

As you stated, there is an inverse realtionship with a decrease in AHT and a rise in customer satisfaction (CSAT). The less time a customer is on the phone generally, the happier they are (however, you still have to resolve the call). Hopefully this is enough to get you pointed in the right direction.