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Double Dinging and Domino Dinging

Double Dinging and Domino Dinging

In the world of Quality Assessment (QA) there are few injuries more heinous to a Customer Service Representative (CSR) than to "double ding" them. In the parlance of Call Center QA, this means that you mark them down on two different QA elements for the same behavioral infraction. For example, the CSR ...

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Who QA's the QA Team?

Who QA's the QA Team?

It's a classic dilemma. The Quality Assesment (QA) team, whether it's supervisor or separate QA analyst, evaluates calls and coaches Customer Service Reps (CSRs). But, how do you know that they are doing a good job with their evaluations and their coaching? Who QA's the QA team? The question is a good one, ...

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Why Monitor Your Company's Phone Calls?

Why Monitor Your Company's Phone Calls?

While it seems that everyone is monitoring phone calls these days, and it is certainly the norm in the call center industry, the reality is that there are many small to mid-sized companies who have not entered the world of call monitoring. Some companies are unaware that the technology ...

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Improvement Priorities: Don't Major on the Minors

Improvement Priorities: Don't Major on the Minors

I grew up as a competitive swimmer. When I first started as a child, I literally could not swim across the width of the pool. I began by learning how to swim. As I progressed to racing, it was amazing how a few fundamental changes could result in several seconds improvement in ...

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An Airplane on the Tarmac Profits You Little

An Airplane on the Tarmac Profits You Little

Plane on tarmac: Sydney NS (Photo credit: mattjiggins) I had an interesting conversation with a call center manager the other day over breakfast. I asked him how things were going at work. After a pause and a long sigh, I wondered if our breakfast was going to become an informal counseling session. He launched into his story. ...

In Customer Service, Improvisation is Sometimes Necessary

June 27, 2012

Posted by in Customer Service, Training & Coaching with 5 comments

from henriqueiwao via Flickr

  My colleague was scheduled to present a training session to one of our client’s teams this morning. I was scheduled to attend and observe. While I was aware of the general topic being presented in the training, this was my colleague’s baby. She had written and produced the training and I’d never seen it presented ...

QA is Important: You Get What You Measure (or Don’t)

QA is Important: You Get What You Measure (or Don’t)

I was proofing the monthly SQA reports for one of our clients last night. This team has had a tenacious supervisor. He held a high standard for his team and used our monthly reports, both team and individual CSR reports, to hold his team accountable for delivering a high service standard. Just over a month ...

Quality is for Internal Customers, Too!

from andrewscott via Flickr

Our group just completed two pilot Service Quality Assessment projects for a client. We’ve been providing QA services for this company for several years, but our work was confined to the front line Customer Service teams. Earlier this year, the client began to notice a discrepancy between the service expectations of their Customer Service ...

The Truth of the Tape

The Truth of the Tape

Since Prohibition, when recorded phone conversations with a bootlegger were first used in a criminal prosecution, the taped phone call has had a colorful history. Movies and television have made familiar the image of FBI agents hunkered over spinning reels of tape in a van or an empty warehouse loft as they listen in on the ...

You Can’t Fix What You Don’t Know is Broken

February 22, 2012

Posted by in Call Center Issues, Customer Service, Management & Leadership with 3 comments

I’m working with several new teams for a particular client. It’s always a bit of a sticky wicket when I show up for the first time. The other day I walked into the office of a department manager who’d been ducking me for weeks. Unanswered e-mails, unreturned voicemails and missed appointments. My team has been ...

The Check-Out Line and Hold Button Have Glaring Similarities

The Check-Out Line and Hold Button Have Glaring Similarities

The Wall Street Journal had a great article this morning about the science of finding the best check-out line. Within the article, it talked about what happens when you are in queue for a period of time: Envirosell, a retail consultancy, has timed shoppers in line with a stopwatch to determine how real wait times ...

Year-End QA Considerations

October 31, 2011

Posted by in Call Center Issues, Management & Leadership with 2 comments

Year-End QA Considerations

For many companies, the months of November, December and January signal the end of a fiscal year. With the end of the year comes annual performance management reviews which often include a service quality component. It is quite typical for this service quality component to be a score from the call monitoring and coaching QA ...

Podcast: Discipline Issues That Effect Your QA Program

September 16, 2011

Posted by in Call Center Issues, Management & Leadership, QA Methodology with no comments

Podcast: Discipline Issues That Effect Your QA Program

The data and reports coming out of many QA teams is both inaccurate and invalid because of discipline problems underlying the process. In this short audio Service Quality Central podcast, Tom Vander Well explores three common discipline problems and provides simply solutions for spot checking your own ...

Getting Started with QA: Getting Your Feet Wet

Getting Started with QA: Getting Your Feet Wet

On the workbench in my garage is a router and router table. I bought it several years ago. It’s a nice one. I even bought a bunch of jigs for creating different kinds of edges. In all the time I’ve had it, I’ve turned it on less than five times. The problem is, I am ...

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