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A quality score is a standard metric on most agent scorecards and therefore they’re held accountable to it. It’s an essential process for any company that wants to deliver consistently great customerservice. This can potentially allow your quality team to review more interactions (up to 100%). Here’s why.
As I did further investigation I learned that on some forms agents could earn extra credit for “Going above and beyond for the customer” or for “WOWing them.” In my opinion we can thank a handful of customerservice news stories that somehow conditioned us to think that customerservice isn’t great unless it goes viral.
How are you currently tracking quality for your customerservice team? I hope that’s a freeing thought for folks out there who might feel like they’re doing quality wrong in their contact center because they’ve not yet gone high tech. Are you a customerservice manager who also happens to be an Excel whiz?
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