What is call center quality?

Quality refers to quality control of the calls that come in. Customer Care Reps have a very tedious task to deal with everyday, wit the wide variety of callers from different parts of the world or country. At the same time, depending on what products the call center deals with, there are certain ways in which callers are supposed to be handled.

The main purpose of Quality, is to standardise the functioning of Call Center Reps (hereafter referred to as CCRs) and ensure that their performance is measured against formally identified levels of performance. Quality ensures that CCRs are compliant with business guidelines and protocol, so as to avoid either of two things: a legal battle in the even that a caller/customer is not satisfied with a product or the service, or deviance in the methodology utilised by various CCRs. Customer service cannot be standardised if CCRs do things how they want, and Quality ensures that everybody does things the same way. That is, it ensure compliance by identifying CCRs who suffer in terms of performance because of capability or non-compliance, and to ensure that they receive the correct training to improve and successfully adhere to the standards that have been laid down.