Lasting relationships with your customers are built upon the control of the quality of goods and services you provide. An effective quality management system (QMS) ensures your standards of goods and services are upheld and delivered consistently. An effective QMS should outline policies and resources that reflect your organization’s purpose and goals.
Quality management systems are process-driven. Processes are carried out according to industry standards and regulatory requirements. They serve your organization by finding the intersection between agents, technology, and quality.
Here we consider six areas that play a significant role in implementing an effective QMS. A checklist follows each description to help you find out how effective your QMS is.
Tactical To-Dos for Implementing Effective Quality Management Processes
The development of your quality management system (QMS) begins with defining your quality objectives. These objectives should be customer-centric and easily understood. Ask yourself, “what do we want to achieve in the implementation of our QMS?”
Your organization’s broader quality objectives mirror yours. They create strategic goals and purposes for QM.
- Analyze your organization’s standards of quality management
- Create objectives based on quality management standards
- Create objectives specific to your call center
Define quality objectives in a way that is clear for every member of your team to understand
A quality manual is the actionable rulebook of your quality objectives. It lays out how your quality objectives are met by carrying out quality processes.
Process maps define steps in the quality management process. They include steps along the way where quality management must be ensured before moving on to the next process. Each process should be measurable and guide correction if needed.
Define methods to measure if a process is successful or not
- Make a flowchart style process map
- Define critical control points
- Turn objectives into actions
- Explain your organization’s quality policies and objectives.
- Create a procedure for corrective action
Your quality management system must include the leadership of your organization. Without top management’s involvement, your QMS is likely to fall to pieces. You must clearly define the role of leadership in your QMS.
Top management should demonstrate leadership and commitment to the QMS by being held accountable for its effectiveness. They should promote continuous improvement and make sure the quality manual and objectives remain in line with the goals of your organization.
- Management is involved in measuring QMS effectiveness
- QMS is part of the business process, not a side project
- Call center managers take on extra responsibility for ensuring customer satisfaction
- Quality processes are under management’s direction
- Organizational roles and responsibilities are assigned and understood
Evaluating the performance of your QMS is just as important as developing it. An effective QMS is often revised to reflect shortcomings found during the evaluation. The goal of performance evaluation is continuous improvement.
Through evaluation and action, your QMS can only improve the delivery of your products and services.
- Define how often feedback is to be collected
- Regularly collect feedback
- A precise format is used to collect feedback
- After collection provide your customers with the assurance that feedback is read and acted upon
To properly evaluate performance you need to be picky in your data collection. It is a key component in quality management. Data provides a way to measure performance against your quality objectives. It also lets you find how effective your processes are in delivering quality goods and services.
The metrics you choose to measure need to demonstrate the effectiveness of your QMS. Collect no more and no less data than you need. Extra data will only create background noise and too little will not give you a view of the whole picture.
- Define how you will use data
- Define how each data set will measure the effectiveness of your QM
- Set standards for the metrics you are measuring
Outsourcing the call center is not a new idea. Growing businesses realize how important a call center is. Instead of building one from scratch, they turn to outsource. If your organization outsources the call center, you need to pay special attention to quality management.
When you contract out any outside process you need to set expectations that are clear and easily met. You should use control processes that are easily understood. Focus on business risk and opportunity for both sides. This should secure satisfied customers at the end of the chain.
- Audit your outsourced supplier using a third party
- If you contract with the outsourced call center, clearly define service level parameters, roles, and responsibilities
- Outline authorities for monitoring, reporting, as well as consequences.
To implement an effective quality management process in the call center is to involve agents and management alike in upholding your organization’s standards of customer service. Set objectives and define specific ways to measure how your call center meets them. Always keep in mind that the name of the quality management game is improvement.