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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...

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Title: Quality One Call At At Time
Approximate word count: 816
Approximate pages: 4 (250 words per double-spaced page)

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