White paper: Quality management as the cornerstone to customer service
Research shows many organisations use Excel to create quality assessments. It is cheap, and if you have a highly skilled resource in Excel, for some, it makes sense as opposed to investing in a quality management tool.
What could go wrong?
Human error is the most important weakness; skills are required within the business unit to build assessment sheets and produce reports for the results; there are no audit trails to monitor assessment changes and alterations to completed assessment sheets; reporting can be manipulated to produce more favourable results by; reporting lacks flexibility, as such any change from pre-defined reporting standards requires time and additional work; measurement and management of quality assessors is a difficult and manual process.
In this white paper, Enghouse Interactive, a provider of contact center software and service solutions, outlines how an effective quality management tool ensures continuous improvement in customer service and helps transform the contact center from a cost center into a growth engine.