There is no shortage of tools on the market that can help drive new QM efficiencies into the call center. But without the right strategy and a deep understanding of the business goals to be served by the program, these tools will often fall short of their intended objectives. Before a call center can achieve the QM program it envisions, it is important to first assess existing call center QM practices. In order to tackle quality management challenges, contact centers must take careful note of the specific areas where it is excelling and where room for improvement still exists.
Here are some of the largest challenges that quality management specialists face within a call center, based on interactions collected from customer outreach.