QA & Training Tip: Converting a Challenged Quality Score into a Coaching Moment: A Win/Win Situation

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The Quality Assurance (QA) department spends a lot of time listening to and scoring calls. And when an agent disputes the scoring of a call, it can become a contentious situation. But you can take a possibly negative situation and turn it into a positive.

Here’s how! Take this scenario:

  • Customer Service Representative (CSR) questions a call review score and brings it to his/her manager.
  • Manager contacts Quality Assurance (QA) Specialist.
  • QA works with the manager or team leader and the workforce management team to get the CSR time off the phone to listen to the call together.
  • QA then plays the call with CSR.
  • They calibrate the call together.
  • QA uses this time to coach and offer opportunities to improve.
  • QA may adjust score upward if an adjustment is called for, although typically that does not happen.

Typically in this situation, the CSR appreciates the time taken and gets tips to improve service and that is the overall goal of feedback. We have found that scores are seldom challenged after one session and that the CSR who received coaching improves his phone techniques.

Note: This QATC (Quality Assurance & Training Connection) tip is provided by former QATC Board Member Barbara Morin of MassMutual.

Call Center Quality Assurance Resource Guide

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