Building alignment around quality expectations.

Quality monitoring is a critical element in the successful management of any call center. But the impact of any quality monitoring effort depends on precise calibration. Different perceptions of standards and expectations lead to frustration and low morale for service representatives and limit the effectiveness of call center coaches.

TEG can help you transform strategy into performance and maximize the value of your quality monitoring efforts.

• Help your leadership team to articulate the sales, service, or collections strategy for your call center and to develop standards and expectations that define individual performance.
• Translate these standards and expectations into specific representative behaviors.
• Develop quality monitoring standards tied to those behaviors.
• Provide your quality monitoring team with the skills and knowledge they need to evaluate performance accurately and consistently and provide constructive feedback.
• Implement a specialized and highly effective calibration process that achieves a high degree of alignment across the entire quality monitoring team.