Fine-Tune Processes to Communicate Quality Score Issues

Does your quality monitoring team work effectively with your training team in your center on quality score issues? Sometimes there is a problem that is coming up on a significant percentage of calls monitored, either for a single agent or for the population as a whole. When it is a single agent issue, then coaching is the appropriate remedy. But if it is coming up for multiple agents, then it is probably a training issue that needs to be addressed across the center.

Can you tell if you have a systemic problem easily? How is it communicated from QA to training? A review of these processes can help to focus the right fix on problems that show up in quality scoring.

Have a tip to share? We would love to hear from you! Send your quality assurance or training tips to vicki.herrell@qatc.org. If we publish your idea, we’ll send you a QATC water bottle or pen – your choice!