Quality Systems and Calibration

What is our definition of Quality? Agents Good customer service skills Service Call Efficiency Quality Technology Tool Usage. Expertise Overall expertise of the representative on the product we represent

What is Quality Assurance? A program for the systematic monitoring and evaluation of the various aspects of a project, service of facility to ensure that standards of quality are being met.

Quality Guidelines Are mechanisms set against simplistic customer interaction and poor service. It is a tool to ensure that customer expectations are satisfied. MONITORING SCORING ANALYZING GIVING FEEDBACK

QA Form Essentials Adherence to Correct Processes SECTION TITLE SCORE 1.0 Call Opening 5 points 2.0 Appropriate Response 10 Points 3.0 Information 4.0 Correct Use of Tools 15 Points 5.0 Adherence to Correct Processes 30 Points 6.0 Resolution 30 Point 7.0 Subjective Rating 10 Points (Evaluator’s Discretion) AF AUTOFAIL 0 Points Resolution Adherence to Correct Processes Correct use of the Tools Information Appropriate Responses Call Opening Subjective Rating

Quality for Chat / Email Interactions

Chat / Email Quality Calibrations Pre-Calibration Call Preparation Be prepared. Prepare notes on strengths and areas of opportunity of the agent handling the chat. Work with Other QAs handling the same account to make sure you are calibrated first before calibrating with external counterparts. Have a pen and paper handy for note taking. 65% 15% 50% 72%

Call Interactions and Chat / Email Interactions QUALITY CUSTOMER SERVICE

“People will forget how fast you did the job – but they remember how you did it.” Howard Newton

Thank you