Getting More Out of Your QA

Bigstockphoto_team_in_call_centre_1Last month I read another great post by Connie Smith in which she outlined a talk she gave to the CCNG meeting in Lisle, Illinois. What struck me about Connie’s post was her premise (to which I heartily agree) that Quality Assessment is moving from being about the call center to being about the entire enterprise.

There is a tremendous amount of information for you to mine from your QA program. Beyond the "yes" and "no" behavioral data is a wealth of information about your company’s policies, procedures and how they affect the customer experience on a minute-by-minute, hour-by-hour, day-by-day basis.

The question is, "Are you listening?"

  2 comments for “Getting More Out of Your QA

  1. Lisa Fields
    April 23, 2008 at 3:05 am

    Tom,
    Great Blog once again.
    Are you listening? Such a great question! Linda Stone, a former executive with Microsoft has developed the Phrase CPA:’continuous partial attention.She states” Continuous partial attention is an always on, anywhere, anytime, any place behavior that creates an artificial sense of crisis. We are always in high alert. We reach to keep a top priority in focus, while, at the same time, scanning the periphery to see if we are missing other opportunities, and if we are, our very fickle attention shifts focus. What’s ringing? Who is it? How many emails? What’s on my list? What time is it in Beijing?
    In this state of always-on crisis, our adrenalized “fight or flight” mechanism kicks in. This is great when we’re being chased by tigers. But how many of those 500 emails a day is a TIGER? How many are flies? Is everything an emergency? Our way of using the current set of technologies would have us believe it is.” Linda Stone
    Tom, I continue to be amazed by how much folks are missing in the workplace because people are simply not listening. The impact this is making on morale alone is amazing. So many great employees want and need feedback but as you say “No time for that.” One manager recently made the realization that saying and displaying with her hands the Chop Chop motion might not be the message she wants to give. This shift occured to her as we were working with the Myers-Briggs tool.
    I just pulled up a clip of Sen. Obama. Right behind him, as he is in the middle of his presentation, is a woman talking on her cell phone. Who is she talking to? Does she not know this is disrespectful/rude? Is this just another dramatic example of CPA.
    Tom, again thank you for a great blog and for your continued passion to be the best you can be.
    Cheers,
    Lisa Fields

  2. April 23, 2008 at 5:16 am

    Thanks for the great comment, Lisa. I’ll never think of CPA as just an accountant anymore! The idea is a good one – and she’s right. We’ve always got to have our radar on for those opportunities.

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