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How to Get a 100% Call Quality Score Every Time: Part 1

Have you ever had a coaching session and felt shocked or disappointed by the feedback and scores your coach has given you?  I know lots of agents that have been.  Here’s what I say to them:

It’s not your fault!

How does that make you feel?  Relieved? Pleased? Off the hook?

Now let’s be clear, I’m not letting you off the hook entirely.  Why I say it’s not your fault is that 99% of the time the agents receiving the low scores have had:

  • Not enough information about what is required to achieve high scores
  • Little or no training to support them to achieve high scores
  • Inconsistent feedback in the past
  • A substandard coach

However; if any of these other reasons sound like you sometimes, then you also need to do some stepping up:

  • Feeling burned out or bored by your job
  • Frustrated with the customer on the call
  • Lacking self-awareness or self-control

In this post we’re going to take a closer look at some of the reasons why low quality scores might not be your fault; next week I’ll share some practical advice for overcoming them.

1. Not enough information

Are you being coached to a quality framework?  That is, a documented and clear template that explains not only the standards required for your calls but HOW to achieve the high scores and what behaviors and example phrases will incur low scores.

If this does not exist in your organization then a Quality Monitoring strategy is necessary for the managers and leaders to agree and produce this document and to then communicate and train it to all agents.  (We can help with you further with this –see contact details)

2. Little or no training to support you to achieve the high scores

What training is available to you? Have you completed all the training? Do you have action plans and follow-up support to implement what you learned in training? Have you been able to ask questions and practice what you learned before going live on the ‘phones?   If not, then this is something to discuss with your team leader.  However; if you simply put your training folder in a drawer its time to get it out and revisit it.

3. Inconsistent feedback in the past

If your coach has given you one message in the past but you have had conflicting instructions from other people or see/hear other agents not doing the behaviors you have been coached to do; then of course this is frustrating.  Write down the inconsistencies that you notice and why these cause confusion for you.  Have a 1:1 with your manager or coach to discuss and highlight these and agree solutions in writing.  We have a coaching template for all team leaders that complete our masterclasses at www.catli.co.uk, to make sure coaching conversations are summarized in writing; or you can create your own.  Then stop worrying about what anyone else does and just get laser sharp focus on what you know you need to do consistently.

4. A substandard coach

Coaching does not mean telling someone what to do.  It involves asking questions 20% of the time and listening 80% of the time.  If your coach is ‘turning you off’ by hogging the air time and being too directional then this will cause your mind to close off – and understandably so.  Your coach needs training! However as an agent it can be inappropriate for you to point this out. 

Ask your coach how you would go about becoming a coach yourself if you wanted to aspire to this.  Is there a clear route of progression with supported training? Asking this question might get them thinking about the gaps in their knowledge and skills if they have been under supported themselves.  They might also like to watch our free video webinar, so you can be helpful by suggesting that to them.

Ok, so now we’ve thought about some of the reasons that have previously been outside of your control, next week we’ll think about what you can also do to help yourself to achieve higher call quality scores.  Be sure to check the blog next Wednesday for part 2 in the series.

Carolyn Blunt is a renowned trainer, business owner and writer. Her business, Real Results Training, specialises in soft skills training, particularly contact center training, customer service, communication skills and leadership. Real Results Training is an approved center for Institute of Leadership & Management qualifications. Carolyn Blunt has been voted Most Respected Person in the UK Contact Center Industry 2012 by readers of Call Centre Helper Magazine. Carolyn has recently written the new book titled ‘How to Deliver Effective Social Customer Service’ to be published by Wiley in September 2013.