In a business, the quality team oversees many things within the establishment such as its customer service agents or representative interactions with customers and how efficient current workplace processes are.
Typical with most outsourcing establishments, the quality team establishes training sessions in disseminating changes to procedures and policies in the thrust to get all the employees on the same page. The quality team may or may not be in charge of drafting up curriculum, handouts, fliers or desk-drop papers, but they however facilitate in the the distribution and implementation of the standards and guidelines.
On the instance wherein the quality team detects infractions from an agent or representative’s call, a written document is given to the employee’s immediate supervisor or other chain of command with recommendations of how the employee should perform to correct the problem. Common on both industries such as business process outsourcing (BPO) and knowledge process outsourcing (KPO), recorded phone calls is useful during litigation procedures when applicable.”This call’s may be monitored or recorded for quality purposes” is the line often heard now by customers that call in to make inquiries on account information or issues. By recording the phone calls, the quality management department is able to detect, spot or catch anything that may be happening that’s contrary to company policy or other laws.
During the course of measuring data about the products or services, the quality team may find opportunities for change in manufacturing or delivery processes that will improve customer satisfaction. For example, if the quality team learns the reason customer service representatives are not able to resolve customer complaints in a timely fashion is due to not having one central location of resources, the team will suggest to department heads to consolidate frequently used information, polices, rules, regulations and other information the representatives need to help the customers.
Scripts may be drawn up that customer service representatives are to use with each and every customer at the beginning or end of a phone call to ensure high quality of customer service. In other industries, the quality team may suggest a realignment of a warehouse structure or placement of shipping processes to make things more efficient during production.