The quality of each contact is essential to successful call center performance. Quality should be defined to reflect the needs and objectives of both the organization and its customers. Criteria generally include such things as interpreting customer requirements correctly, entering data accurately, providing the correct information, accurate call coding, and capturing needed and useful information.
Call (or contact) quality is appropriate as both a high-level objective and an individual performance measurement. Call center-wide quality data can be used to assess the effectiveness of call center programs and processes (e.g., if training and coaching programs are effective, if data entry systems support accurate data capture, etc.). Individual quality assessment is typically done through some form of monitoring (i.e., silent, with a beep tone, side-by-side, or record and review) to evaluate individual performance and identify individual training and coaching needs.
