Quality Practices

[pradeepvenkata]

Please let me know the Quality practices and tools used in the Call Center industry.
They can be on Evaluation metrics, rating system and report formulation and analysis.

[tarunpuri]

hi pradeep,

firstly, what kind of processes do u have in your call center, Voice (inbound or outbound or both), email, BPO etc.

in case of Outbound (Voice)
the first thing to look for is whether the center is meeting the SPH or not, then you need to look at the Sale to Lead ratio i.e. how many leads does an agent use to get one sale. Secondally the Call Quality Monitoring sheets which the Team Leads would be filling up on monitoring the calls, ensure that the CQm sheet is consistant across all the Team Leads. Thirdly the Quality/Compliance team (if separate) you need to look at the Monitoring results being generated by them (compliance/quality team).

On doing the above you would get to know whether your center is reaching the SPH with the required sale to lead ration or not. It would also tell you where the problem lies i.e. (in case not hitting the reqd. SPH) either the leads are not good enough or the reqd. SPH is not realistic. then you can get to know of any training needs that your agents require to improve their performance, hence focussed training. The monitoring done by the Quality/Compliance team would tell you whether the agents are clear on the campaign or not, or do they need to be put back in the training room for more Campaign specific training, since this would tell you why you are not hitting the SPH, could be that the agents are not meeting the compliance requirements in their calls, or it could be an issue with the way they handle the call i.e. Voice Modulation, Objection Handeling, Assertiveness etc.

Then you could look at the Cost part of it (i.e. profitability) calculate the number of leads being burnt to get one sale, then add up the cost incurred on Long Distance, IPLC, Salary, Administrative expenses etc. convert it into $ and then add up the total no. of sale made into the $ rate per sale that you get to see whether you are at breakeven , profit or running in loss, initially for the first month of launch of the center one would be below breakeven, but if your center has been operational for a while the you should be very near to your operational break even or in marginal profits (if youve been live for 6 months or so) also depends on the kind of work you do in your center, no. of shifts you run, and most imp. the $ rate you get per sale.

can discuss in detail once i have more information on what kind of a center do you have etc.

feel free to get in touch with me at taruncallcenter@rediffmail.com or call me at Mobile - +91 98111 41111

Regards,
Tarun Puri