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Wyatt Earp may not have said this quote in reference to managing quality at call centers, but it carries the same relevance. Management at call centers tends to focus on other issues instead of the accuracy of the information that the CSR is relaying to the customer. Thus value is misplaced and the quality at call centers starts to head on a downward path.
One issue that could drive quality scores down is ineffective training. At a call center here in Jacksonville, management decided to pull CSRs out of training after the second day to answer calls because the queue was high. This interrupted the training process and added days to the training schedule...
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Common topics in this essay:
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