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Call center frontline leaders are expected to be renaissance people who excel at a variety of roles and responsibilities. They must be excellent multi-taskers, combined with the ability to manage and coach agents, handle challenging customers, readily shift priorities, prepare management reports, and lead call center initiatives while ensuring that service level and quality objectives are achieved. 

One such leader who has been achieving all these responsibilities is Miriam Thomas. She has been employed with Qualishore for the past three years. This budding team leader stated that her greatest accomplishment is being a Supervisor. 

“The work we do as a team at Qualishore is exceptional and my greatest accomplishment is being a team leader. Taking the time to understand my team members and ensuring that they are comfortable and supported every day. This allows for a smooth communication flow” she cited. 

She explained that understanding your team members will help you to work efficiently with your team because every Customer Service Representative (CSR) brings something different to the table. 

“Everyone comes with a different personality, and one of the things that I take great pleasure in is making sure I understand each team member, individually, and [ensuring that] we have a common ground.”  

Preparing her day 

Supervisors set the tone for the day, and for Thomas, she tries to set her day in order to cater to each team member’s capabilities. 

“I try to separate our tasks based on each team member’s capabilities. I would give them tasks that I know they would be able to complete,” this, she said, allows for her agents not to be exhausted and helps them to focus on their strengths as she works along with them to develop their areas of opportunity.

Motivation 

An agent’s job can be demanding and stressful at times, but having a supervisor who does the trick can relieve the tension by creating a positive, supportive, and collaborative environment. Over the years, Thomas has been ensuring her agents feel valued, respected, and treated fairly by management- which has made her a top performer. 

“I offer incentives, and one of the top lines would be attendance and punctuality. It is very competitive; I have one particular agent, he has been mastering attendance for the past few months, so [with him] I focus on attendance performance and punctuality but I also rely on him to coach and mentor those that are struggling in this area,” she added.  

Advice to other frontline leaders

 “The key to success starts with having a passion for what you do on a daily basis because you enjoy doing it so it becomes effortless. We are in a people business, therefore, the customer’s experience is a true reflection of how we treat our team members” Thomas noted. 

Continued development 

The contact center is a dynamic real-time environment where constant change is habitual. As such, we do bi-weekly training that introduces new content or reinforces the existing process.

“We believe in consistent one-on-one coaching sessions, so we spend a considerable amount of time focusing on strengths, wins, and opportunities.” 

When asked to describe herself, Thomas responded in the positive, she added, “I would say definitely that I am a huge team player and I lead by example by meeting or exceeding expectations.” She disclosed that she tries to go above and beyond, which paves the way for her to be the top-performing supervisor. She believes that if you are performing well, it will motivate your team members as well. 

“I must give credit to Dr. Ellis and Mr. Fraser for supporting and coaching me throughout the years to become the leader I am today,” Thomas concluded. 

Now that you have met one of our leaders who has been driving success in our contact center, be sure to contact us at https://qualishore.com/contact/ if you would like us to deliver results that are in line with your business goals and strategic objectives.

As the coronavirus (COVID-19) disease continues to create havoc globally, we are happy that this is not the same here in Grenada.

With the lockdowns and social distancing protocols, it appeared to have reached the level of community spread within one month. However, cases continued to decline through May, and by June 18, the Ministry of Health declared zero active cases — indicating Grenada’s efforts were successful in ridding the country of the virus. To this end, the Government of Grenada has announced a phased approach to the reopening of its borders, promoting a smooth, systematic, and safe process. For this process, countries will be categorized as Low, Medium, or High-risk, for the purposes of entry requirements to Grenada.

We can safely say that through the hard work and diligence of the Government of Grenada and the Ministry of Health, the coronavirus was successfully contained by closing borders since March 22, imposing a limited state of emergency, social distancing, the wearing of face coverings and screening and testing. Grenada presently has no active cases of COVID-19 since June 18, with only 23 positive cases recorded. Finally, as of Tuesday, July 8, 2020, the curfew has been lifted in the tri-island state of Grenada, Carriacou, and Petite Martinique. The relaxed measures come on the heels of Grenada’s success in being a COVID-free destination and our preparedness for the gradual reopening of the borders.

Grenada’s borders are expected to reopen to international travel from August 1.

Quality assurance (QA) should be the foundation of all contact center management efforts.

Here at Qualishore, we think this is important because it helps you to optimize QA practices, which will help to enhance the quality of the service your team provides to their customers, increase their efficiency and reduce wasteful spending. We here at Qualishore take quality seriously. It is a critical driver of our success – which translates into significant advantages for all of our clients. In fact, the benefits of optimizing your QA practices will definitely push your team a leg up your competition and making your contact center number 1.

Here are ten things you could do to optimize quality, increase productivity, and improve customer relations:

1.Standardize

Daily, routine KPI monitoring and other standardized initiatives which will ensure your call center is always on the upswing, even in the face of prolonged activity.

2.Evaluate agents

Keep checks on call center agents with critical KPIs and other methods. Qualishore agents include top-trained, professional assets for any industry.

3. Involve key stakeholders

Quality assurance is the ultimate team game. Your Customer Service Representative (CSR) does their part, management does its, and everyone else pitches in with unique contributions. You can schedule at least three monthly meetings with department leaders to stay on track – multilevel feedback and collaboration work!

4. Stay on the cutting edge of technology

Security & redundancy are two key areas that conclusively boost quality assurance. Advanced servers, robust operating systems, and other technological initiatives form the backbone of every high-quality call center.

5. Figure out what your customers are saying

The key to being the high ranking customer service call center is by listening to your customers. You can do timely surveys and follow-up communication this way; you will be an ear to your customers on critical feedback and able to tail your customer service to their needs.

6. Stick to your QA schedule

Always remember, daily, weekly, and monthly quality assurance helps establish positive interactions between your agents and customers.

7. Reward a job well done

Quality assurance practices can settle into a mundane routine, so it’s crucial to recognize exemplary performances. Gift cards, company discounts, incentives are all excellent ideas for any call center quality program.

8. Update KPIs frequently

Getting on the right track with your quality assurance program is great – but the business climate changes often. You need to keep quality monitoring agile and fluid enough to stay current with up-to-the-minute scenarios. If your quality assurance doesn’t change, you’ll quickly fall behind with customer satisfaction.

9. Rate your reservation services

If you’re having a workshop or important meeting, client participation is everything. Make an extra effort to follow up with would-be clients and regular customers. Quality assurance and customer participation go hand-in-hand.

10. Showcase groundbreaking calls

We can safely say that legendary performances aren’t limited to the sporting arena, but at times, Sometimes, call center agents hit a homerun with spontaneous communication and exceptional service. You can use this same outstanding service as examples to inspire your entire team for optimal quality assurance – sometimes, a little extra inspiration does the trick.

Now that you would have learned some best practices for your call center Quality Assurance, contact us now so that we can help you to be the number one.