Home   About Us   Contact Us   Results   Site Map   
 

Quality Assurance Strategy Session

Download this course description (pdf)

Business Issue - The customer experience needs continual monitoring to ensure that each interaction between contact center representatives and callers contributes to the caller’s financial success. Team leaders are critical in observing calls and providing feedback. Often, their endeavors are supplemented by a quality assurance team whose primary function is to uphold the integrity of established criteria.

Both team leaders and the quality assurance team are in the unique role of identifying the skills and performance gaps of representatives, and guaranteeing a more comprehensive understanding of what customers are experiencing. Communication of their findings to contact center management can prompt the change that will raise the bar of customer service and sales excellence.

Omega Performance’s Solution - Over a two-day engagement, Omega Performance’s Quality Assurance Strategy Session assists contact center managers in developing quality assurance guidelines and activities for quality observations. Omega Performance consultants work with managers to create a definitive action plan that:

  • Examines the effectiveness of the Call Observation Checklist
  • Evaluates the scoring that defines the success of calls
  • Determines the competencies and effectiveness of team leaders and the quality assurance team
  • Identifies alignment of thought among observers
  • Reviews feedback methodology

What Is Included

The Quality Assurance Strategy Session is designed to enhance current contact center processes. The following four areas are covered:

  • A review of the Call Observation Guide
  • Understanding of scoring and criteria
  • Determination of feedback mechanism
  • Discussion of calibration

A detailed project plan for quality assurance implementation is developed based on the information obtained during the session.