New Age Quality Management System and Approach
Call center Quality Management System (QMS) has come a long way. It has evolved from an agent performance monitoring system to an overall business quality management tool. Traditional QMSs primarily focus on monitoring and improving individual agent performance, and thereby they tend to ignore the bigger picture of overall business quality. Despite this fact, most call centers are still using traditional QMSs and missing the opportunity to realize long-term business benefits of leveraging a modern QMS.
It’s high time for contact centers to imbibe the emerging concept of quality management, which combines the proven practices of performance management and advanced analytical capabilities and automation tools. This new approach to quality management aligns the contact center operations with the strategic objectives of the business. This way, it provides contact centers an opportunity to leverage QMS as an effective solution for optimizing their overall business performance.
Enabled by analytics tools, technology platforms and quality culture, a modern QMS provides benefits beyond individual agent performance. While a traditional QMS involves listening to only agent calls and determining the performance and scope for improvement, a modern QMS seeks to analyze all customer interactions, including calls, emails, chats, etc., to discover useful business insights and trends. Through actionable business insights, a modern QMS enables contact centers to improve their business performance by making required changes and enhancements. Through timely identification of issues impacting the contact center key performance indicators and preventive measures, a modern QMS can help significantly improve contact center performance, and eventually the business bottom-line.
Elements of a Modern QMS:
- Standardized, Automated and Scalable processes
- Enabling Technologies and Tools
- Analytical Capabilities
- Knowledge Management
- Continuous Improvement
- In-built Quality Tracking and Reporting System
- Management Commitment
Benefits of a Modern QMS
- Reduced Errors, Improved Quality and Lower Cost
- Faster Cycle Times
- Less Reworks and Rejects
- Decreased Headcount, Decreased Cost
Features of a Modern QMS
- Implement CAPA earlier in the development process
- Timely identification, tracking and control of variations
- Process documentation, product knowledge and understanding
- Integrated Analytics and Automation Tools
- Risks management
- Continuous Improvement
How to realize an ideal Quality Management System
- Create a culture of quality
- Promote the benefits of quality
- Gain executive support
- Work cross-functionally
Effective functioning of the QMS depends on how well employees, processes and technology are aligned together so that quality objectives are realized. This can be achieved by establishing a culture of quality that calls for top management involvement to support the QMS with the right technology and resources. The management also needs to fulfill its responsibility of meeting customer needs and expectations by setting and ensuring quality objectives and policies. The quality culture also requires regularly recognizing, motivating and rewarding employees for their quality performance.
Forward looking Contact Centers will now need to see how they can build their capabilities around these modern QMSs and benefit their customers that too while improving their overall performance.