What Are the 7 Principles of Quality Management System?

Quality management systems (QMS) in a call center are a predefined set of criteria businesses follow to ensure consistent service. It includes policies, processes, tools, goals, and resources to improve customer interactions.

A single interaction between a call center agent and a customer determines the customer’s perspective toward the organization. How a call center agent handles the call is directly tied to the company’s success. A positive customer experience fosters brand loyalty and revenue growth.

The QMS ensures that agents provide improved service quality and make informed decisions. Hence, call centers must guarantee quality service and customer satisfaction.

7 principles of quality management systems focus on optimizing and improving the call center agent’s performance through constant leadership and a better approach for consistent customer service.

Customer satisfaction is the key focus area of every business. Disappointing customers is a massive failure for any company. Understanding, addressing client’s needs, and resolving their issues quickly improves client’s experience.

So, by focusing on your customers, understanding their needs, meeting their requirements, and fulfilling them, you can increase customer value and satisfaction and make them faithful to your brand.

Strong leadership is essential for successfully executing a quality management system. By providing the required guidance, direction, monitoring, and support to employees, leaders motivate them to align with service goals.

AI-powered call reports and CRM-integrated software with a real-time dashboard can help monitor agent performance. It summarises the conversation and tracks the agent's performance, making it easier for a leader to monitor the interaction.

A competent workforce is significant for QMS to succeed. Empowering the agents through continuous training and skill development and complementing the good works leads to a satisfied agent.

Having a collaborative environment where agents can share ideas, suggestions, and feedback enhances engaging interaction with clients. It results in better customer understanding.

The process approach in a QMS for a call center is all about managing all the activities done within an organization as interrelated processes. It helps to ensure smooth call handling without delays, quality service delivery, and customer experience.

Managing calls using call center features like call routing, call queues, and call transfer reduces waiting time for callers. Call monitoring, call analytics, and AI-powered call reports help evaluate the agents' performance and provide transcription and the sentiment of the interaction, which helps improve customer satisfaction (CSAT) metrics.
 

Improvement in performance is never-ending for businesses to meet the present expectations of their customers. Continuous improvement helps to keep the call center competitive. Be willing to improvise the processes, execution, and quality of service to meet or exceed the customer’s expectations.

Analyzing metrics like Average Handle Time(AHT), surveys, and call abandonment rates helps make the necessary changes across the business to deliver a better quality of service.

Organizations need to make decisions based on accurate data and information. Evidence-based decisions help improve new processes and avoid previous mistakes.

Data from tools such as call analytics, call summaries, and others that track call volumes and customer sentiments helps make wise decisions and improve the performance of call center employees.

Building a solid relationship with outside parties and partners is essential for a business to succeed. Relationships with interested parties help optimize the company’s performance as a whole.

A good connection with customers, vendors, stakeholders, and employees enhances communication and fosters a collaborative environment.

There are numerous tools available that are specified for quality management in a call center. Call monitoring, omnichannel communication, and analytics and feedback systems ensure a systematic operation.

Call Monitoring allows the supervisor to oversee the agents and client interaction. Post-call recording review enables evaluating the agent’s performance, while live monitoring helps provide real-time guidance during the call.

It helps to identify areas for improvement, analyze trends, and ensure a consistent quality of service.

Omnichannel centralizes all the channels and data on a single platform. These channels include VoIP voice calls, live chat, SMS, Email, and social media messages. A contact center needs to be able to interact and provide the best customer experience regardless of the channel.

It helps in seamless communication while switching from one medium to another throughout the interaction, avoiding the frustrating repetition of communication.

AI-driven automation and analytics tools have been developed to provide qualitative management solutions. With these tools, companies get complete insights into customer interaction, allowing them to evaluate their customer experience.

Speech analytics turn customer and agent interaction into relevant, usable, insightful data. It is an automated tool that records calls to transcribe the audio into text.

Its metrics, like call transcripts, summaries, reasons, conclusions, and sentiment, allow agents to overview conversations quickly without listening to the call repeatedly.

Sentiment analysis is an automated process and a part of speech analysis. It determines the underlying emotional tone of the customers during the calls and classifies them as negative, positive, or neutral.

Sentiment analysis is essential for quality management as it lets businesses customize the available or upcoming services to meet the customer's needs.

Feedback from the customer through surveys provides valuable information about your customer service. They provide honest insights and opinions on the quality of your service. These responses can be used for self-evaluation and the decide areas of improvement.

QMS is the building block for a successful business. Businesses adhering to the 7 QMS principles are more likely to have an organized workflow and improved quality of service. Choosing the right quality management tool ensures seamless interaction, faster call resolutions, and a positive customer experience.

Calilio centralizes all the call management tools into a single phone system, helping businesses deliver excellent user experience with easy-to-use call center software.

The seven principles of quality management are:

1. Customer focus
2. Leadership
3. Engagement of people
4. Process approach
5. Improvement
6. Evidence-based decision making
7. Relationship management

The benefits of a quality management system are given below:
 

• Increased efficiency and operational productivity
• Customer insights
• Consistent quality of service
• Data-driven decision-making helps to mitigate the risk
• Increased customer satisfaction
• Consistent deliverables