Quality Assurance and Monitoring
To ensure that our operators are handling the calls with perfection, every operator is monitored regularly and given performance evaluations weekly.
The Connection has taken quality assurance beyond quality monitoring, and into total quality management. Through the use of our quality web tool Connection Quality Monitoring (CQM), participants are able to monitor calls, complete monitoring forms, provide agent feedback, and analyze results. Team Supervisors are empowered with the tools to monitor and mentor agents by focusing on and analyzing the areas of success, as well as those that need improvement. The quality web tool allows Team Supervisors to mentor and track agents on individual client calls, as well as overall call performance. Tracking and analysis is part of the everyday world that the agents and Team Supervisors work in, reinforcing quality as job one.
The recommended quality plan & process to manage your quality is broken down into three major components.
1) Quality Assurance Facilitation. Prior to program launch, a National Account Manger (NAM), will partner with you to schedule weekly, bi-weekly and monthly call calibration meetings. During the calibration session, the Quality Assurance (QA) Analyst will work with you and The Connection program teams to clarify quality discrepancies or issues that may need to be addressed in mentoring sessions or training. The purpose of the calibration session is to make sure that you and The Connection are looking and/or hearing the same quality issues throughout the Client’s calls. The QA Analyst will also document scores during these calibration sessions and then be able to track any trends or quality issues that may need additional clarification or training.
2) Data Trend Analysis. The QA Analyst will report any quality concerns or trends on a daily or weekly basis if escalated.
3) Quality Process Management. The Quality Manager works closely with the QA Analyst assigned to your account and is responsible for managing your call quality. The management process includes bi-weekly or monthly teleconferences with you and the representatives from the call centers. The QA Analyst holds ongoing meetings with each contact center handling the calls to ensure that all parties are calibrated with your specific goals. Evaluations of script or program changes are made to help improve quality call flow. The QA Analyst’s quality goal for your program is to attain 90% or higher in the quality of call handling. If quality falls below the goal, an action plan is developed and implemented with each call center. On-going results are reported to the Call Center Manager, NAM, Program Supervisors and the Director of Training and Quality.