1. Quality Systems and Calibration

2. 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

3. 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.

4. 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

5. 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

6. Quality for Chat / Email Interactions

7. 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%

8. Call Interactions and Chat / Email Interactions
QUALITY
CUSTOMER
SERVICE

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

10. Thank you