Call Center Tulsa | Quality Control and Q&A
Hello, welcome to tech talk where you get the latest news, quick tips, and Mike had technology. We’re your host, dance desser and Jason Hood, so get ready as we’re about to put a little tick in your day today. Show was discussing how Mike, a text call center Tulsa location operates in relation to our quality control and quality assurance department.
And remember, anytime you have a topic or question you would like us to discuss in a future episode, send it to solutions at [inaudible] dot com. That’s [email protected]. Or give us a call at one 800, three zero, three, four, four, three, six. And listeners, you may be asking yourself, what does qc and Qa stands for? Call Center Tulsa Qc stands for quality control. In Qa stands for quality assurance. It’s important to know how a call center operates when reviewing individual calls for that quality control and quality assurance.
So without further delay, we want to welcome a very special guest to the show today, always with a smile on her face. My cutex quality control supervisor, Miss Lin, a van. Welcome to Mike. Attack and welcome to tech talk. Let’s jump right into the questions so our listeners can better understand how the mic it texts quality control department works. So question one lenay. For our listeners out there, please begin by telling us a little bit about yourself and your history with Mike attack.
Okay. My name is Lynn, a quality control supervisor and I’ve been with Mike attack as of September, the first 21 years, one years, 21 years. And I actually started as a phone agent and within three months of that time I moved into the QC department as just a QC agent. Call Center Tulsa from that point on I’ve moved up to QC supervisor. So I’ve been in working with the quality control for about almost 21 years now. So 21 years. You’ve seen a lot of things happened. A lot of clients come through Mike attack. I’m sure you have a lot of stories. I have seen a lot of things happen. A lot of clients come through. Um, I’ve also seen a lot of people come through that come through one way, leave out another way. So definitely have some really good, good, valuable stories concerning the different people that I’ve seen come through the company.
I think one thing you’ll notice here when we do have our guests on the podcast is a lot of years, a lot of tenure here with our employees. A great environment here and it goes a long way.
Absolutely. Damn well Halan a. What is the difference between quality control and Quality Assurance? I know a lot of people say, well, it’s the same thing, but it isn’t.
Well, I have to admit I thought there was not much of a difference as well when I first heard of both terms, Call Center Tulsa but actually there’s a bit of a difference. I’m quality assurance is the managerial tool, uh, which is process oriented and it’s there to make sure that things are being done right. And then the right way when you look at quality control is more of a corrective tool and it’s basically there are to make sure that the requirements are met through a testing process that identifies and correct issues as they happen. But both parts are important. If you’re looking to have a, a very well ran quality control department, um, they both play a quality role, a good role in quality management, um, and mainly because the ultimate goal is meeting the needs and expectations of customers and clients and simply put, if you want to just put like a picture with that, the quality assurance and microtech terms would be more like the scoring forum that we have that we go by when listening and assessing calls and the quality control part of it would be the scoring of those calls as well as well as coaching the agents.
Very good information. I hope, I mean, I’m sure that helps our listeners understand the difference between qc and Qa, quality control and quality assurance. So thank you very much for that. And one thing that we teach here at Mike attack is every call be warm, kind and helpful. So let me, I gotta ask, Call Center Tulsa what does the phrase warm, kind and helpful mean?
Well, actually, Dan, I’m glad you asked that question. Um, one kind and helpful is something that we take pride in having on our calls here at Mica Tech. Not only in our cause, but in our every day interaction with people in general and to me and to others, um, warm kind and helpful. It’s just basically being pleasant and having a sympathetic attitude toward providing a service or just assisting someone with what their needs are. Requests may be the key is to definitely make sure that when doing so, you have the right tone, there’s a smile in your voice, you’re upbeat, you’re enthusiastic, you want them to feel like you are eager to have them.
Yeah, absolutely. Well, the NAE is there. Now you’ve mentioned in the Qa a form of grading form. Can you explain that a little bit in more detail?
Absolutely. The grading form is, is there, just to make sure the look of the important components of the call has begun with different clients and customers. It’s just to make sure that you’re following the right protocol. And in doing so we’re listening to the greeting, Call Center Tulsa especially the greeting because we want that upbeat to be first and foremost. That’s what they hear. We want them to know, we do understand from the beginning of the call to end. Um, and then throughout the process of listening to the car, which is listening to make sure that whatever the requirement, whatever the request was from the clock, the collar that that need is met. So we’re following the right processes, we’re giving them the right information and we’re making sure that everything that they need from us is handed to them, given to them. And then after that we’re closing the call, the thanking them and letting them know, you know, feel free to call us at any time because they’re going to receive the same warm experience.
Love it. Excellent. Thank you.
No, no, you’re doing great. Let’s take a quick break from the questions and discuss how all the services Mike Tech provides is so rare in the world today. Now, listeners, if you’re looking for a call center, Tulsa world worldwide, Mike could take is your choice. Call Center Tulsa Again, Mike Tech provides 18 different services from call center fulfillment, ecommerce, data management, and much, much more all under one roof. I did say eight.
Did you say 18? 18 different services. Okay.
Whatever you’re looking for, we can probably have. We probably have a solution for you.
Well Dan, you know, when you use micro tech services, you’re choosing to work with a company whose core values and reputation are held in the highest regard. If you’re not happy for whatever reason, contact one of our team members and they’ll make it right. You’re learning more about mini the mini services microtech offers. Visit our website at [inaudible] dot com. That’s mic a h t e k.com. Or you can always give us a call by dialing one 800, three zero, three, four, four, three, six. And Dan and myself would love to talk to you. And, uh, you know, just to give you some more information about our services. So now back to more with our special guests are quality control supervisor missile in a van. So thank you for taking the time to sit down with us today and explain how the Mike Attec Call Center Tulsa locations, quality control department operates. We’ve just a few more questions for you and then we’ll let you go. So we’ve got about three more. So you ready? I’m ready. All right. So Atlanta, does your quality control department, do they work around the clock or they only work eight to five? Only one hour a day? How does that. How does that work for us?
No, we. We definitely are around the clock. Twenty four slash seven. Our goal is to ensure that we are constantly reviewing calls and providing coaching sessions when necessary to make sure that we’re having an excellent service going out.
Good, good. Now
everybody’s human. Everybody makes mistakes. Call Center Tulsa What happens if an agent falls below the standard for quality control?
Well, when things like that occur, we definitely want to, first of all, make sure that any communication we’re having with our agents are encouraging. So what we want to do is invite them over to a coaching session, let them know we point out all the good things and all the positive things that we noticed on the call. Call Center Tulsa then we also want to bring in some of the things that are all the things that may need some time, some fine tuning their. So we bring them over for a coaching session, we give them unnecessary tips and then we monitor calls after that to make sure that those tips are being applied.
Nice. Thank you. Again. We got one more question for you. Um, it’s kind of a personal question. You’re just, you’re feeling. Why do you feel that Mike? I mean, you’ve been here for 21 years, so why do you feel that might get tech is the best call center Tulsa has to offer.
Why do I feel my Caltech is the best call center tussle? Well that’s, that’s, that’s pretty easy to answer actually. And working with the people that I work I work with and have worked with. Everyone has a service heart, you know, everyone wants to do what they can to help others. And at any given point in time you can turn a corner here at Mica tech and find someone giving someone encouraging words, um, just tips on how to better do they help themselves and other, you know, even maybe even prayer at times. So it’s just that the hearts of people here are very, very genuine and they genuinely do care.
Awesome. Well, hey, you made it Lenay we want to thank you for joining us today and allowing our listeners to learn more and, uh, Call Center Tulsa about the microtech quality control department and how it operates. And uh, again, thank you for your time. So, Dan, what did we learn today?
Number one, the difference between quality control and quality assurance.
All right. Number two, we learned about what the phrase warm, kind and helpful means.
Number three, the grading system used by the quality control team,
which is very important. Call Center Tulsa You got to grade those agents, make sure they’re doing a good job. A number fours. We, uh, we learned how the quality control department is just not eight to five, there, 24 slash seven.
Number five, what happens if an agent falls below the standard for quality control? Coaching is the key.
It is. And number six, you know, Call Center Tulsa we heard from Lenay from her heart why she feels Mike attack is the best call center Tulsa has to offer.
So the next time you think or hear the phrase, Call Center Tulsa, remember Micah Tech and all the information provided today on how the call center quality control department operates. And before we leave you today, remember, please visit our website, [inaudible] dot com, or call us at one 800, three zero, three, four, four, three, six. We would love to discuss how Micah Tech can partner with you and provide the solutions you need for the growth that you desire
and join us next time on tech talk when we break down our newly released real time call center dashboard. It’s an awesome tool. So Call Center Tulsa make sure you join us. And before we let you go today, remember, gaining knowledge is a blast. So Micah Tech Tech, boom.