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Quality Management

  • 06
    Aug
    Your call centre has as much influence as a billboard

    How Many Calls Does Your Contact Centre Handle in a Week?

    • Agent Coaching, Agent Performance, Call Center, Call Center Outsourcing, Coaching, Quality Management
    • BY Ryan
    • No Comments

    Imagine a call center with 3,000 agents, each making an average of 50 calls a day. Such a center has the opportunity to make over one million personal connections with consumers in a week. Even with these approximations, it’s easy to make the case that large contact centers have customer influence similar to, if not

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  • 02
    Aug
    Why consultants choose to work with call criteria

    Why Consultancies Choose Call Criteria for Call Center Quality Monitoring

    Did you know the US consulting industry is the globe’s largest and most mature market of its kind? In fact, according to new figures from Source Global Research, the US advisory industry had a $58.72 B valuation in 2016. However, despite the healthy growth rate ( 7.1%), the U.S consulting industry faces many challenges to

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  • 25
    Apr
    An Interview With a Customer: What They Hate, What They Love

    An Interview With Your Customers: What They Hate, What They Love

    • Call Center, Customer Service, Quality Management
    • BY mark
    • No Comments

    “Get closer than ever to your customers. So close that you tell them what they need before they realise it themselves.” – Steve Jobs According to the late Steve Jobs, excellent customer care is about getting to know your clients so well that you can forecast their needs and exceed their expectations. After all, the

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  • 31
    Oct

    Jekyll and Hyde: A Tale of Two Contact Centers

    • Agent Performance, Contact Center, Quality Assurance, Quality Management
    • BY tracy
    • No Comments

    Imagine a contact center where the manager has put in place defined procedures and practices to ensure flexibility, organization, knowledge retention, and effective communication. The contact manager calls all the agents and tells them, “If you want to be a successful agent and provide quality customer support, this is how to do it.” Now imagine

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  • 11
    Apr

    5 Steps to Scaling Your Business Effectively

    For some companies out there, current annual growth rates are sufficient, and growing organically without the active pursuit of scaling is enough to grow their business. However, we at Call Criteria feel that neglecting to make active attempts to scale is nearly a surefire way to be left in the dust of your competition. Scaling is

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  • 14
    Mar

    Speech Analytics Meets Manual Human Review

    • Contact Center, Quality Assurance, Quality Management, Technology
    • BY tracy
    • No Comments

    In this day and age, where customers readily switch companies unless they get the experience they want, forward-thinking companies know they need to find a way to make themselves stand apart from the competition. Your contact center plays an especially important role in shaping your customer’s experience. By analyzing your customer-agent interactions (or having us

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  • 15
    Feb

    Gamifying Your QA Program

    • Quality Assurance, Quality Management
    • BY tracy
    • No Comments

    What is gamification? From receiving a badge on Foursquare for being the first of your friends to check in at a particular restaurant to completing your Subway punch card to win a free sandwich, gamification has been explored and utilized in practically every vertical imaginable. We at Call Criteria use gamification as a simple morale

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  • 12
    Dec

    Building Better Trust Throughout the QA Hierarchy

    There are several well-documented economic benefits of developing trust within an organization. In fact, employees who trust the organization they work in tend to demonstrate behaviors such as  information-sharing and working well as part of a team. Such employees also record higher levels of job satisfaction, are more likely to recommend their employer to others

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  • 18
    Nov

    6 Roles of Quality Analysts for Call Centers Explained

    As the demand for quality customer service increases, call center managers are being constantly bombarded by Quality Assurance companies that propose to smooth out the so-called “bumps in the road” often experienced when managing QA. Despite the flashy websites, impressive resumes and long lists of repeat clientele, it is most important to know what you want

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  • 07
    Nov

    Read My Lips: “Quality Control Desperately Needed"

    “You know, to just be grossly generalistic, you could put half of [Insert candidate’s name here] supporters into what I call the basket of deplorables. Right?” “She went to my wedding. She had lots of cake, and I’ll tell you what, she is a terrible human being.” “People say, ‘You don’t like China.’ No, I love

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