Quality Principles Applied to Call Center Audits
02/17/2009
Rate this Video:
(5.0 Stars | 4 Votes)
Harsh Zadoo | Dell | call centers | OCC | operating characteristic curve | risk mitigation | quality principles | | quality level | cost/benefit implications | call center analytics | metrics | auditing cost
Harsh Zadoo | Dell | call centers | OCC | operating characteristic curve | risk mitigation | quality principles | | quality level | cost/benefit implications | call center analytics | metrics | auditing cost
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.
-
The Nordstrom Way to Customer Service Excellence -
Voice of the Customer: An Essential Ingredient for Effective Customer Management -
Know Your Customers: Three Steps to Increasing Customer Engagement -
CRM Essentials: 3D/CRM a Paradigm Shift -
Lower Operational Costs Without Sacrificing Service -
Is CRM Dead? Should It Be? -
Baylor Health's Low Cost Motivational Programs for Enhancing Performance in the Call Center -
The Social Customer Care Plan -
Integrating Live Chat With CRM To Boost Customer Experience -
Sorry I Have No Budget
You Should Check Out:
* = required.
Not a member yet? Sign up
Advertisement
Events of Interest
-
Government Call Center
Venue to be Confirmed, Washington, D.C. Metro Area
December 6- 8, 2010 -
Customer Self-Service 2010
Sydney, NSW
December 1- 3, 2010 -
6th Call Center Week Summit
Venue to be confirmed, Orlando, FL
January 24- 27, 2011 -
Executive Customer Contact Exchange
London, UK
March 28- 30, 2011
You Might Also Like
-
Working Smarter Not Harder for Process Excellence in the Call Center
Unique obstacles befall the small call center and requires a unique approach. The small call center,...Read more
Darryl Flores
-
Great Expectations: Self Service Automation and IVR
Every call center manager knows that there are dozens of ways to measure various aspects of call center...Read more
Susan Hura
-
Hire Better with Science: Assess Call Center Candidates’ Skills to Predict Job Success
Quality of Hire MattersHiring decisions matter now more than ever. When companies are trying to do more with...Read more
Ken Lahti, Ph.D.
-
The Business Case for IVRs and Automated Speech Recognition
Over the last five years, leveraging self-service to drive down costs and improve customer satisfaction has...Read more
Art Hall
|
Reach Customer Management professionals through cost-effective marketing opportunities to deliver your message, position yourself as a thought leader, and introduce new products, techniques and strategies to the market.
Learn More >> Join today and interact with a vibrant network of customer management professionals, keeping up to date with the customer management industry by accessing our wealth of Customer Management articles, videos, online seminars, live conferences and more. Sign Up Today! |
| Customer Management IQ, a division of IQPC 2010 All rights reserved.Use of this site constitutes acceptance of our User Agreement and Privacy Policy. Careers With IQPC | Contact Us | Unsubscribe to Bizo |
|