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QA Program Setup

Lou CockerhamEducation Specialist

High level overview

• Do your homework• Create QA processes• Calibrate• Gain agent buy-in• Using the data• Share best practices• Uptivity Professional Services

Do Your Homework

• Observe agent behavior– Side-by-side with agents

• Pay close attention to processes• Pay close attention to call flow• Pay close attention to grammar

– Call recording system

• Survey your team– All levels of staff affected by the quality program

Create QA Processes

• How often?• How many?• What type of form?• Who will conduct evaluations?• Who will coach agents on performance?• Who will report the results to management?

Calibrate

• Evaluate calls before the meeting• Track calibration scores• Document similarities and differences• Create/revise Quality Assurance Standards Document

(QASD) or Quality Standards Definition Document (QSDD)

• Measure effectiveness of calibrating

Gain Agent Buy-In

• Gather agent feedback about quality standards– Focus groups– Team meetings– Survey

• Introduce agents to quality evaluation form• Allow agents to complete self evaluations• Calibrate with agents• Recognition

Use the Data

• Gives capability to recognize certain behaviors

• Increase coaching/training sessions to correct behavior

• Reinforce information provided in coaching sessions

• Recognize and reward great results

Share Best Practices

• What quality practices do you have for your successful quality program?

• Uptivity opportunities for developing a quality program