Quality tools and methodologies

- In a contact center, just about everything is interrelated, so identifying root causes of quality problems can be a challenge without a little bit of help. Here, we'll look at ways you can use some of the most common tools of the quality movement. Let's begin with the flow chart, a very common tool that can help you visualize and understand a process. I recommend flow charting the most common contacts that you receive. You can have a team of agents do this, and a low tech approach can work really well for collaboration. For example, index cards on a table, or I've seen Post-it notes on a wall. In a relatively short period of time, your team will be able to tell you where there are procedure inconsistencies, maybe information deficiencies, bottlenecks, and that sort of thing. I'd also recommend that you develop a flow chart of the customer journey. This is a more involved effort. You can tackle it over time in…