Who should do QA in your call center?
Many companies utilize supervisors to do the call analysis and coaching. This seems like a natural because the supervisor has direct managerial responsibility and works most closely with the CSR. This close relationship, however, can create bias and these supervisors are often subsequently given incentive pay based, at least in part, on the team’s quality scores [scratching head]. Beyond that, I’ve observed that the front-line supervisor is one of the most demanding jobs you’ll ever find. Doing call analysis and call coaching easily gets pushed to the back burner when competing demands take precedent.
Other call centers obviously employ a team of QA coaches. This is generally a great solution. The QA analyst isn’t usually incented on the score and they tend not to be biased by other CSR performance issues. Having a QA analyst can create other issues. A natural conflict arises between QA analysts and supervisors (supervisors may find it easier to argue the QA score with the QA analyst than coaching/motivating their CSRs to improve). Having a dedicated QA analyst or team can be expensive for smaller companies or centers.
I’ve seen some call centers employ a hybrid approach that uses both supervisors and QA to analyze calls. That can work, but certainly increases the complexity of the process and raises other obstacles.
There is no "one size fits all" solution to this question. There are significant variables that change the equation from one call center to the next. Has your company found a solution that works for you? Are you struggling to find the right formula? Please comment, join the conversation and share your experience so we can learn from each other!