Quality

Businesses and organizations are increasingly turning their attention to the overall results, in terms of the total effectiveness of the Call Center/ Contact Center as it relates to the objectives and outcomes for their customers and callers. In many centers – if not all – this new direction starts by focusing on quality and quality control.

Organizations often focus their quality program on the agents. Think, a mini performance review. Done by their supervisor and focused on the elements of the call, these reviews can help an agent perform better, but at a high cost. Usually this improvement is just the result of the close attention. What is often lost is the overall view of quality of the center.

Taylor Reach offers a range of approaches and models for companies and organizations to improve their quality assurance programs. These redesigned models provide views for management to encompass the common view of agent but also add to: