What is it?

The Call Center School (TCCS) can evaluate the effectiveness of your quality monitoring program with our Quality Monitoring Check-Up. TCCS combines more than 40 years of specialized call center management experience with a unique diagnostic approach to identify problems and make recommendations for improvement in the area of quality monitoring, agent performance and one-on-one coaching. The QM Check-Up is a subset of our full-service Call Center Check-Up, and focuses on the call recording, evaluation, feedback and calibration process, as well as utilization of QM tools.

The TCCS QM Check-Up is an operational “house call” that includes an analysis of your call center’s QM technology utilization; call evaluation form; call coaching for agent skill development and process improvement; and calibration program.  We interview your frontline staff and supervisors, quality monitoring specialist and management team; review previously monitored calls; observe call coaching sessions, examine your QM reports and attend calibration meetings in order to make recommendations for improving the effectiveness of your quality monitoring program in your center.  This review identifies areas that are working well in addition to opportunities for improvement.

What does the TCCS QM Check-Up include?

Our comprehensive approach provides you with:

• An overview of the current state of the call center’s QM people, processes, and technology
• A comparison between current QM program and the vision identified to meet business objectives
• A review of reasonable options for remedying the problems
• Recommendations on how QM can improve the overall performance of the center

How does it work?

The TCCS QM Checkup begins with a conference call in which our consultants review your center’s overall strategy for customer contact management and identify specific concerns to be addressed in the analysis.

We keep you involved in every step.  You are provided with a list of specific documents and information to be supplied to TCCS so that we can perform the initial analysis.  This documentation typically includes the following:

• Organizational chart
• Call evaluation form(s)
• Quality standards documents
• Agent performance standards
• Vendor and version of QM technology
• One week of representative data
• Monitoring consent forms
• Sample quality reports
• Sample agent scorecards
• Outline of new hire training program
• QM team training plan
• Calibration program documentation
• Priority list of outstanding problems
• Anticipated changes in the near future (technology, personnel, etc.)

What will you will receive?

Upon receipt of the relevant available data, a specific date is scheduled for the site visit by the TCCS consultants. The site visit typically includes 2 or 3 days of on-site observations and interviews by the TCCS consultants. At the end of the site visit, TCCS will meet with the appropriate members of the call center and quality team to report on preliminary findings. Within 10 days of the site visit, TCCS will provide a written report summarizing the results of the review including short-, mid-, and long-term recommendations.

For more information or to schedule a site visit, please call our main number at 615-812-8400.