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Quality Principles Applied to Call Center Audits

Posted: 02/17/2009

Call centers need to balance the cost of auditing with the risk mitigation resulting from the audits. In today's Operating Expense challenged environment this balancing act becomes important. Answering the question "How many calls per agent, per week, do we need to audit?" has cost/benefit implications for a call center operation. This presentation offers a method to ascertain audit sampling rates that assure certain quality level. Through the use of Operating Characteristic Curve (OCC) the author proposes a way to assess risk of accepting calls of a known quality level. Agent coaching can then establish a closed loop process to improve agent performance through continuous improvement.



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Tags:   Harsh Zadoo | Dell | call centers | OCC | operating characteristic curve | risk mitigation | quality principles | quality level | cost/benefit implications | call center analytics | metrics | auditing cost

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