
The QA team based their decisions on a few randomly sampled recorded customer interactions. Occasionally when we were lucky they would provide good instructional input, although it was always alongside their recommendations for termination. When basing terminations on only a few observations, the union leaders were sure to challenge the decision and occasionally had these terminations overturned.
Fast forward to today and the QA function can be a strategic resource to help drive the overall customer experience. Feedback on performance can be completely outsourced to the ultimate provider: the customer. Fizzback polls customers after interactions with employees and can provide insights to QA for developing targeted training, incentive programs and process improvements. This positions the QA team as an enabler for improvement, rather than just the once-despised “auditor” of performance. The volume of feedback is dependent on the client’s needs and can be geared toward a “census” rather than sampling approach, where every customer is polled.

Brian Powers
For more info on Fizzback visit www.fizzback.com