Call Center Quality Assurance

[tamla]

I am the Team Lead of a Quality Assurance Team in a Call Center. The Call Center has a comp plan. The QA team wants one as well. My question is what can I base the comp plan on. The QA team monitors the calls of the CSR's on the floor, provides feedback from the calls monitored, trains on new material and updates to procedures. The QA team even comes in on regular incoming call lines as needed as well as the Call Center Assist line.
I need help. Any suggestions

[Joe_M (los angeles)]

I don't have all the details of your QA team in how they perform their quality checks, however how about this;

When performing corrective actions or training based on the telephone monitoring or QA check, did the action increase productivity and or save money? If so, list out and quantify each team members actions. Team members with the most dollar impact and or number of recommendations gets a % of the savings or a pre-determined comp.

good luck,

joe

[Boutond]

QA getting a Comp? not possible. QA is there to provide feedback and instruction to agents/associates about the quality of thier tele-skills. QA is just a little higher than the sales dept in many call centers, and work real close with salesmen, that is why they are always wanting comps.

I am the Lead for a QA dept and the Witness Admin for a 700 + calling station call center with a QA staff of 30. I see no benefit to anyone for QA Getting comps. QA has a job of extreme trust.

What would you base it off of?

Number of successful sales?
No. Then QA would be "number-driven" and would not be able to evaluate calls objectively. If someone was "Slamming" their view on it would be "only I saw it" or "but I need to make sure they get a high number so I can comp". No-one can afford to lose quality sales in order to get a higher number of sales. This only results in the fallout/cancellation rate to increase.

Number of sales processed?
No. Then QA would be rushed to put through as many sales as possible in order to be the "top-dog" and make a bonus or comp.

As a former sales agent, QA Rep, and currently as a Lead QA member, I would suggest that they get a Christmas bonus rather than comps.

[tamla]

Thanks so much everyone. I thought it was impossible. I shall work more on the lines of an incentive for them like QA Appreciation Day

[Boutond]

Now that is one heck of an IDEA. Hmm, I wonder if my site director would go for it.