Best Practices in Quality Monitoring and Coaching

Workshop Content

I. THE DYNAMICS OF CONTACT CENTRE MANAGEMENT

• Strategic Positioning - translating your values, vision and business objectives into action
• Balancing efficiency and effectiveness
• Why monitoring is crucial to your Centre's success
• Leadership versus Management

II. CREATING A QUALITY CULTURE

• Common issues, challenges and trends
• Measuring performance from the perspective of the customer, the business and the employee
• Monitoring considerations and issues
• Privacy issues
• Employee rights
• Barriers to success
• Overcoming resistance

III. THE STEP-BY-STEP QUALITY PROCESS

• A practical and proven Performance Measurement model
• Establish customer-focused objectives, goals and expectations
• Communicating the Quality vision

IV. ALIGNING QUALITY EXPECTATIONS TO MEET CORPORATE STRATEGY

• Customer 'touch points' – telephone, email, fax, internet
• How to define and measure what really counts with respect to Quality

V. BEST-IN-CLASS QUALITY EVALUATION PRACTICES

• Industry standards and Best Practices
• What to monitor, how to monitor and when to monitor
• Random and adequate sampling
• Quality roles and accountabilities
• Determining the appropriate resources required to implement and maintain a Quality Program

VI. DEVELOPING AN EFFECTIVE EVALUATION TOOL

• A template for creating Quality Assessment tools
• Determining required skills, knowledge and competencies
• Identifying observable behaviors
• Review of sample evaluation forms
• Quantifying Quality
• Developing a rating guide
• Tips and techniques for reducing subjectivity

VII. CLOSING THE LOOP THROUGH EFFECTIVE COACHING AND FEEDBACK

• How to interpret and analyze key measures and indicators to conduct performance GAP analysis
• Giving feedback to recognize, instruct, train and redirect
• Representative's self-assessment
• Evaluating a Coach's performance and developmental needs
• Recognizing and rewarding progress

VIII. ON-GOING MANAGEMENT OF THE QUALITY PROCESS

• Certification of Quality listeners
• Calibrating for consensus, consistency and fairness
• How to measure and give visibility to progress
• Reporting, tracking and trend analysis
• Comparing your Quality results to Customer Satisfaction data
• Actionable Intelligence that Senior Management can see and buy in to