Processes and methods Adriana used to carry out a quality assurance audit against her plan to assess the quality control of her project
Adriana could create informed decisions. This might make the process efficient and quicker. For instance, coaching initiatives and training of refine agent could be implemented. This must correct the broken internal processes, fulfil the skill gaps and enhance the workforce scheduling. This must also alert the other departments of the company that have been facing the impacts (Mitra 2016).
In order to analyse the quality controlling of her project, Adriana could engage her team in bringing the quality monitoring. This indicates that they must understand
buy and provide the products. This might be helpful as Adriana mutually produce a checklists of products required to be improved. This would help the agents in sharing their ideas regarding what they need and feel to be improved. Hence, Adriana could be mindful about those sections as she monitor the calls next time. The more she could empower by involvement and co-generation, the more efficient It would turn out to be based on readiness and credibility to change.
While training the agents by exploring the monitored calls, a system could be recommended to Adriana. There has been no necessity to tell the agent regarding the improvement directly as they do in the contact center of the clients. This must work through permitting the agents in listening, reflecting and asking queries for them. This must be done to draw out strategies for development (Nielsen et al. 2014). Hence, it eradicates the capability in blaming the sample size. It would also permit the coach and the agent in becoming more collaborative. This makes it simpler in determining the areas to make improvement.
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