If you are not aware, the typical quality control department in the customer service verifies about 3% of all the contacts. It means, that if you as a customer receive a bad service and do not complain, there are no chances that it will be spotted and improved. Of course, there are certain algorithms to more frequently monitor the bad performers and newcomers, but still we are talking about 3% of all the contacts. Financially there is no sense to monitor all the contacts, because it means that your costs would be doubled. As usually, the technology could help, but it is still quite expensive and not that clever. Not yet, at least.
Taking a new approach, you could re-organize your QA service and achieve much better quality by empowering your agents or customer service representatives to do quality controls on a daily basis as part of their job duties. This idea has been inspired by reading (actually, hearing) the book "Wer hat den ball?" ("Who has the ball?") by Thomas Frizsche. The sociology studies show that people tend to do those things good, which they understood themselves and publicly expressed their thoughts on how they came to it. The keyword here is themselves.
The possible process could be:
- train the new specialist (stress management, conversation control, product training) as usual;
- provide additional training as a quality control specialist with the focus (and you need to read the book for that) on finding out the reasons why it is important to provide the best service;
- start working as usual (it could could full dive, or step by step, like nesting);
- dedicate predefined time on a daily basis to do the quality checks of other specialists.
The end result would be that as a result of self participation in the quality control the specialist would provide the better service himself.
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