Is quality monitoring all about a numeric score in your center? If it is, you may want to revisit this process. This scoring process can have a “big brother” feel to it and put everyone on the defensive.  

Instead of numeric scores, we have seen call centers be very successful with a “needs improvement, meets expectations, exceeds expectations” type of scoring, particularly in the early stages of a QA implementation. This gets everyone focused on the improvements needed and the pats on the back for great work rather than on arguing whether this score should be 92 or 93. 

After all, the point is to provide a vehicle for continuous improvement, not to nitpick and argue about tiny elements of performance to reach a numeric goal, especially when reaching that goal affects that agent’s pay, schedule, or promotional opportunities.

Note: This tip is provided by Maggie Klenke of The Call Center School. She may be reached at maggie.klenke@thecallcenterschool.com.