FratFiles

• Save Paper

RUNNING HEAD: Quality One Call at a Time

Quality One Call at a Time

University of Phoenix
May 30, 2006

Quality scores in many call centers are on the decline. The main goal of a call center is to provide excellent customer service while delivering accurate information in a timely manner. “Fast is fine, but accuracy is everything.” Wyatt Earp. Wyatt Earp may not have said this quote in reference to managing quality at call centers, but it carries the same relevance. Management at call centers tends to focus on other issues instead of the accuracy of the information that the CSR is relaying to the customer. Thus value is misplaced and the quality at call centers starts to head on a downward path.
One issue that could drive quality scores down is ineffective training. At a call center here in Jacksonville, management decided to pull CSRs out of training after the second day to answer calls because the queue was high. This interrupted the training process and......

View the rest of this paper...

Approximate Word Count: 816
Approximate Pages: 4 (250 words per double-spaced page)

Similar Essays

1. Quality One Call At At Time
   

   Quality One Call at at Time RUNNING HEAD: Quality One Call at a Time Quality One Call at a Time University of Phoenix May 30, 2006 Quality scores in many call centers are on the

2. Time Quality Mgmt. Of Dell
   

   Time Quality Mgmt. of Dell Introduction Dell was founded in 1984 by Michael Dell, the longest-tenured executive to lead a company in the computer industry. The company is based on

3. Call Centre Outsourcing
   

   /abstract=945278 Call Center Outsourcing: Coordinating Staffing Level and Service Quality Z. Justin Ren Yong-Pin Zhou†July 7, 2006 Abstract In this paper, we study the

4. Total Quality Management
   

   Total Quality Management Introduction There was a time when quality was treated just a technical discipline in 1970s. Quality could be dispensed with till the time the goods and

5. Vincent's Cappuccino Express Case Study
   

   the Cappuccino Express? Classify these factors in the categories of quality, cost, and time. Quality factors Thinking about quality factors, I'd like to break them down into