We can also describe a good quality call:
•The caller did not get an engaged tone
•The caller was not put on hold for too long
•The enquiry was resolved first time without holding, transferring, or calling back
•The answers were accurate
•The agent captured all needed and useful information quickly and accurately
•The caller was not rushed off the phone
•The caller developed confidence in the agent
•The caller did not feel it necessary to check up, verify or repeat the call
•The agent had pride in workmanship so that he/she behaved like a professional
It is ironic that many of the outcomes associated with poor quality in the call centre impact the call centre in a very direct way and sometimes it is a shock for the manager to realise that poor quality is the cause of rising call volumes and lengthened talk times. In the face of these two dynamics, service levels also deteriorate faster. Management could react to this by demanding higher productivity, which might result in even poorer quality and so a vicious circle is created.
The only way to get long lasting improvements in productivity and quality is to recognise that agents need to be supported and given an opportunity to grow in the skills required by their jobs.
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