Monitoring, supervision and quality control :
QC is maintained and monitored in both real time and in retrospect. Within each
we should employ technology extensively in order to assure unbiased and effective recording of all operations. We should strive to quantify quality in order to effectively assess it and our philosophy is translated into a specific set of goals and measurable traits.
Finally it is important to note that our organization has a rigid hierarchy with clearly identified job descriptions and responsibilities.
We believe that in built quality assures an overall superior quality product.
Thus quality control is not an isolated operation, but one that depends on correct hiring policies and correct financial control.
All operations undergo extensive debugging and simulations in order to ensure that the work flow does not allow overworking our agents or human errors resulting from manual execution of tasks.
In pursuit of total quality assurance the organization implements strict QC guidelines that start with the Front line agents and end with the operation manager.
For the purpose of clarity the QC procedures have been segregated into real time measurements and monitoring, as well as retrospect evaluations and analysis, which can be found in Appendix QC.
The same monitoring tools are available for our customers; to listen to or view the phone activities.• Real Time Quality Control Procedures
These are the methods that we should employ during actual operational hours to ensure that work develops smoothly.
All of the techniques listed below are designed to have minimum interference and disruption to the agents' work flow.
Technology is used extensively in order to empower supervisors in their ability to monitor and record the progress of work.
The operational hierarchy is listed in detail below with its requisite quality control procedures.• Agents
Our agents should be the core of our operation.
As we provides the agents with the necessary tools such as technology and training, which is reciprocated to quality servicing and performance.
Our motto is that a satisfied employee will create a satisfied customer.
The entire operational hierarchy is dedicated to monitoring and enhancing the agent’s work.
In fact it is with the agents themselves that we initiate the first line of quality assurance.A.
Rotational Working Hours :
All agents are kept on a rotational time shift in order to ensure correct distribution of excellence.B.
Rotational splits :
Randomly agents are picked each month to move to different splits and thus Agent / Supervisor teams are dynamically altered.
The number of agents picked is a minority of each split.• Supervisors
It is with the supervisors that quality control is closely monitored and coordinated.
The supervisors are empowered by a variety of powerful telephony applications to ensure that they extend their coverage of their entire team.
Many of the tools used below could also accommodate off site monitoring and recording by and for the client :A.
Phone monitoring :
This is an essential tool for any Call Center.
The supervisors could monitor interfere and conference with any incoming or outgoing call made by their team.
1- No team is larger than 10 agents.B.
2- Using a program that randomly generates alerts on which agents to monitor as well as when.
These are strictly adhered to as project managers monitor the alerts.
3- The period of phone monitoring is also randomly generated.
4- Standardized forms are filled out whilst the conversation is being monitored
5- All monitored conversations can be recorded for quality assurance purposes.
1- To ensure that agents update database regularly.C.
2- To ensure that agents are following scripted response and standardized problem solving techniques.
3- To ensure that thin clients are not used for purposes other than work.
Supervisor Rotations :
The supervisors will be randomly rotated to other teams in order to evaluate other agents for a clearer, deeper and invariably more objective assessment of performance.D.
Positive reinforcement of agents :
The supervisors will be required to spend at least 30 min/day answering calls and thus better acclimatizing themselves with the challenges their agents face.
It also helps the agents by observing how their superiors handle difficult situations.• Project Manager
The PM is responsible for an entire project/client.
He manages all the supervisors that handle his client’s calls.A.
Monitor Supervisor activity :
1- Monitor supervisor using auto alert program.B.
2- Monitor supervisor vigilance and floor activity.
Twice a day meeting with supervisors :
To update calls statistics and agent daily performance.C.
BCMS monitor :
In order to keep track of individual agents as well as entire splits.• Operations Manager
Responsible for all operations at the call center as well as HR managementA.
Monitor all operations :
By being visible to all agents, with an elevated seating position.B.
Monitoring of status of total call summaries.C.
Close coordination with project manager :
In order to ensure timely response to problems.