There is a battle in Contact Centers. The teams are Quality vs. Amount two efficiency elements that don’t seem to get along.

? Representative Super Speedy says, &quotI’ve used much more calls than anyone on the group today. My average deal with time is the lowest on the floor.&quot

Coach Level Head breaks it down for him, &quotBut your high quality scores are below everybody else on your group.&quot

? Representative Detailed Dan says, &quotMy high quality scores are leading notch. I give each and every one of my customers the comprehensive interest they are worthy of.&quot

Coach Level Head breaks it down once more, &quotYour Typical Handle time is via the roof, and there are customers waiting in queue for interest to their needs.

Where is the happy medium? True high quality indicates being efficient and meeting the customer’s needs totally in a affordable quantity of time.

As a contact middle supervisor in a Customer Service division I managed a group of twenty reps. Like numerous teams there had been &quottop performers&quot or super stars, &quotmiddle of the road performers&quot or most of the group and &quotlow performers&quot or the people that required help to the center of the road. My objective was to work with everybody to bring them up to the next degree and make sure high quality and efficiency as a group.

I keep in mind one group member who fell into the low performer class. She was very comprehensive, very good with customers and her high quality scores had been outstanding. So, what put her in the low performer class? The quantity of time she invested on each contact. In one work day she would complete only fifty percent the number of calls completed by her group members. Her average deal with time was off the graphs. We had to work on this as quickly as feasible.

I coached her on several occasions and we found ways for her to reduce time off of her calls. She did much more typing while she talked to the consumer she discovered the system much more completely so she could offer the solutions to the customer’s billing concerns. Nonetheless her efficiency was not there. So, we continued the coaching.

Her argument was that her high quality scores had been so higher that the quantity ought to not matter. She would receive 95% to 100% on each monitoring score. She was providing the consumer with a high quality interaction. They would go away feeling good about the company and the solutions they bought. So, why did it matter if she took a lengthy time talking with each consumer? This discussion changed my explanation of high quality and quantity forever. I explained to her (and everybody else, on each and every group I ever coached heading ahead) that Amount is not a individual objective from Quality.

Amount is really efficiency, and efficiency is part of Quality. Instead of focusing on the number of calls we took in a day, we must talk about this efficiency objective in terms of how effectively we took these calls. Did we use the time we had with them appropriately? We can not say that we offered the consumer a Quality Interaction if we stored them on the phone for 25 minutes attempting to solve their issue. On each contact we owe the consumer courtesy, information, honesty, solutions and Efficiency. A consumer who received the solution they known as searching for in 3 to 4 minutes will be happier than one who reaches their solution following 10 minutes.

In addition to the individual contact, the time one representative spends on a contact with one consumer can also affect the point of view of the consumer who is waiting in queue. I’m not suggesting that group members rush via calls to solution the next, but it is important to be aware of the effect of the time you invest on each contact. The much more you are on each contact, the much more efficient the division will be as a entire.

We make sure the efficiency part of Quality by being ready for each contact. Planning includes knowing the tools and systems we use to solution the customer’s needs, being up to date on new products, solutions or problems the customers might be calling about, and getting our best Customer Service attitude prepared to talk to each consumer.

All this has become my Quality communication. I have been known to pull up a soap box in the break space and spread this good phrase. Quality is constructed on quantity or efficiency. Provide obvious, helpful, consumer interactions. My group discovered it and enhanced in each one of their efficiency objectives.

Let the Quality vs. Amount battle finish. Your customers will thank you.

About the Writer

Jenny Kerwin is a writer and member of http://www.CallCenterCafe.com

Members of http://www.CallCenterCafe.com have entry to content articles like Partnering for Efficiency and materials associated to Contact Center Management, Coaching, Human Sources and Quality. The Café is full of sources for Contact Center Experts such as a staff waiting to solution your concerns. Consider a one day test generate beginning today.