Improving Quality through Coaching

By Carole Sue Jones

BMW, The Ritz-Carlton, Kodak, Dell, Microsoft, Volvo, Smuckers, Kleenex, Crayola.

What do these companies have in common? They are all known for their quality. Merriam-Webster defines quality as a degree or grade of excellence and an inherent or distinguishing characteristic or trait. For Call Centers, providing a “Quality Experience” to your customers competes for priority with other metrics such as call handle time, call volume and full time equivalent. However, it can become a distinguishing trait. So how can Call Center managers improve the quality of their customers’ experiences?

Focus Points to Higher Quality

Creating a quality call experience requires three primary focus points. First, you need to define what quality looks and sounds like in your Call Center. This may be defined by your customers’ needs, the financial? Needs of the Call Center, or by scores or other deliverables for which you are responsible. However you define quality in your working environment, it is essential to communicate that effectively to front-line employees who interact with your customers the most.

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About the Author: Greg Meares

As a Sr. Consultant for Performance Connections, Inc., Greg's primary objective is to provide value to organizations that are focused on raising brand awareness. Additionally Greg works on improving the customer experience, through business process re-engineering, and call center best practices. Greg is an industry expert and is often called upon to provide his analysis and solution oriented approach to improving performance in the BPO and Call Center industry.

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