When I present workshops and seminars about setting up a Quality Assessment program (QA), I always start by asking the participants to discuss why the purpose of the QA program and what the real focus of the program is going to be:
CSR focused QA programs often exist to motivate and build up the self-esteem of the front-line CSR. It becomes a way to give folks a pat on the back.
Corporate focused QA programs usually exist to hold the corporate line and hold CSRs accountable to comply with programs, policies and procedures. It becomes a leverage tool.
Customer focused QA programs most often attempt to measure interactions from the customer's perspective. It becomes a microscope.
Existential QA programs generally exist for no apparent reason other than for a company to say "we have one, therefore we must care about customer service." It becomes meaningless.
Of course, you may detect traces of all four within your existing QA program. Nevertheless, I find that most programs will have a determined bent in one of the four directions.
Which way does your QA program bend? What gives it away? Which would you prefer? What could you change to make it what you think it should be? Please share!