QUALITY MANAGEMENT
BY MATTHEW COFFEY, GRYPHON. AI
ILLUSTRATION PROVIDED BY ADOBE STOCK
MANAGING THE QUALITY
WHAT TECH OUTAGES CAN TEACH CONTACT CENTERS.
HOW CAN YOUR CALL CENTER AGENTS SERVICE AN INCREASED NUMBER OF CUSTOMERS WITHOUT COM- PROMISING THE QUALITY...?
38 CONTACT CENTER PIPELINE
In July 2024, a botched software update from cybersecurity vendor Crowdstrike led to a widespread outage of Microsoft platforms. Delta Airlines was one of the organizations most significantly impacted; the outage left thousands of passengers and airline crews stranded, contributing to $ 500 million in losses.
Crises like this place an unsustainable amount of pressure on call center agents who are forced to deal with an influx of inquiries from frustrated customers. In many cases, these spikes expose the inefficiencies of call centers as agents struggle to maintain quality amid increased demand.
It doesn’ t have to be this way. Call center leaders can rethink their approach to customer experience( CX) with these worst-case scenarios in mind.
By implementing the right technology and training policies, call centers can more easily cope with spikes in calls without compromising quality.
THE LINK BETWEEN CALL QUANTITY AND QUALITY
In a scenario like the one Delta faced, both the quantity and quality of calls are factors.
The quantity element is obvious. How can your agents reduce customer wait times while efficiently handling the growing volume of incoming calls?