The Trust Issue | Quality Management Blog

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The Trust Issue

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We are in the midst of a particularly heated presidential campaign, with allegations flying in every direction. But when it comes time to cast a ballot, many Americans make up their minds based on the answer to one simple question – which candidate do I trust?

For contact center managers, the trust issue is also central to the agent hiring and training process. These are the people engaging with your customers – what they say reflects on the entire company. There may also be additional personnel at the company, such as legal and compliance, who are cognizant of agent-customer interactions and may want to participate in reviewing recorded calls and agent scripts. 

Trust starts when all company personnel are on the same page as to what constitutes a quality engagement – this will likely be based on traditional compliance metrics and customer service data gathered through surveys and performance management reviews. 

But the real key here is communication, to alleviate suspicion over agents sticking to the script, doing their jobs even if they are working from home, and being motivated to deliver good service from the first call of their shift to the last. 

It’s important that everyone understands how quality management and customer experience are related – and this can be achieved by getting reps from all departments together for a roundtable discussion. Discuss quality, discuss trust, and figure out the best way forward. 



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