Outbound Quality Monitoring

Quality Monitoring

Mar 01, 2002

I am a shift supervisor in a 50-seat call center and there are 15 reps under me. We are currently setting up a quality monitoring program and we are lost on the measurements or criteria to be used for outbound calls. Will the parameters for inbound call quality monitoring be the same or applicable for outbound call quality monitoring? I would appreciate comments. Thanks. -- Jed Paul Tamayo

Answers

  • Posted at 12:00AM on Apr 1, 2002

    We are piloting an outbound program using a form similar to the one we have used for inbound. Other than the initial approach and some compliance/disclosure items for our sales group, the process and the quality assurance dimensions are the same. The only significant departure could be in how we weight the sales dimension -- specifically, whether commitment to buy was secured. -- Mike Epstein

  • Posted at 12:00AM on May 1, 2004

    Another suggestion: Outbound reps will spend a large majority of their time attempting to speak to the correct person, or dealing with what are called "gatekeepers" (the babysitter, the child or spouse of the individual you need to get in touch with -- anyone who answers the phone and is not the qualified account holder or decision-maker). They will need to be polite, know what information to disclose, how to confidently probe for the correct person, and (if your system allows) be proactive about scheduling a specific callback time in order to reach the right person. The difference between an outbound rep who does these things consistently and one who does not can have a significant impact on outbound call metrics in terms of contacts, and as a result these behaviors, which are unique to outbound, should be reflected on their quality monitoring form. -- Kristyn J. Emenecker, Mercom Systems, Inc.

  • Posted at 12:00AM on Nov 1, 2004

    I believe that the Quality Monitoring Life Cycle is very vital and imperative for any profit center.

    The main purpose for call monitoring would be

    1. improve the agent's quality score
    2. help the agent learn to be more professional, customer-focused
    3. improve customer satisfaction.

    Keeping this into consideration we will have to set up those parameters which help to improve customer satisfaction. For an Outbound Call Center we can set up questions like:

    1. Greeting and identifying yourself and the company very well
    2. speaking to the right person or leaving the message
    3. information gathering
    4. probing questions
    5. decision-making and negotiating skills
    6. giving correct resolution
    7. offering the best option to the user.

    There are some more criteria which are universal and accepted for an inbound, outbound and a universal profit center. These criteria are: soft skills, emphathizing, accent, grammar, documentation, closing the script. Taking all these into consideration we can set up the parameters for call monitoring. -- Parin Trivedi

  • William Ngo Posted at 12:00AM on Mar 31, 2006

    Quality Assurance is an essential tool to measure an agent's strengths & weaknesses. In my opinion, these parameters should be considered: - Script Adherence - Product Discussion - Handling Objections - Voice Quality - Customer Experience - Selling Style - Soft Skills (i.e., Listening skills, Conversational, Accent) -- William Ngo, EnfraUSA Business Solutions

  • Posted at 12:00AM on Apr 28, 2006

    I use the almost the same measurement qualities on both inbound and outbound calls: - Call Structure: Intro, fact find, selling, objections, close - Language: Pitch, pace and pause - Motivation and comments for both supervisor and agent. I feel it is very important to operate a 2-way scheme so that monitoring is not one-sided! I score the above quite simply as: Excellent, Good, Average, Fair and Poor. Although you need to remember to be bluntly true! Hope this helps

  • Mujahidin Zulkiffli Posted at 12:00AM on Mar 9, 2007

    What makes a big difference in accomplishing goals in an outbound call is the first 30 seconds of the calls. How a rep greets a customer and introduces the company can influence one's decision on whether they will listen to what we have to offer or to put down the phone and move on with their lives. So greetings and introductions should be included in quality monitoring (can be measured by friendliness, professionalism, enthusiasm, etc.) What's in a name? Everything... Appropriate usage of names in an outbound call is crucial. Personalizing the call can help psychologically. How times we use the customer's name may count. Do consider monitoring length of time customers are put 'On Hold' as this is the time they normally put down the phone and may never pick up again. Another key to successful closing of an outbound call is to summarize key actions/info at the end of the call. This to ensure everything is agreed and conclude the conversation. Asking/offering for further assistance or information and then thanking the customer at end of the call. As these create a lasting impression, they should be monitored. -- Mujahidin Zulkiffli, Les Concierge

  • Ed Diccioco Posted at 12:00AM on Mar 23, 2007

    In creating a QA platform for an outbound center, you would need to create a CTQ or Critical To Quality list which would cater to your client. A QA template can differ for each outbound account you handle. It can be business-to-business or business-to-consumer, telemarketing, appointment setting, data mining, collection, research. Ask your client for a CTQ or QA template; generally all clients have one. If not, ask for a QA calibration with them and create a QA CTQ from start of call to end of call. Remember, in Quality you need to calibrate to the expectations of the client. It would be good, as well, to involve operations, project management, client services and training in the calibration so everyone would be on the same page. Hope this will help you out. -- Ed Diccioco, WWPI

  • Parin Jain Posted at 12:00AM on Apr 20, 2007

    I handle Quality for an outbound telemarketing process. An inbound process will certainly focus more on soft skills and customer service skills. On the other hand, an outbound process will be either be a sales / collections process or any other specialized business activity. Therefore, the parameters will increase as compared to an inbound process. An outbound monitoring sheet must ideally have a right mixture of soft skills and more parameters such as established contact with the right person (RPC), probing skills, etc. In case of sales, the following parameters can be included product presentation, generating need, objection handling, rebuttals, product information. -- Parin Jain, NA

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