Every department at TAPS Public Transit is monitored for quality. From vehicle maintenance, to personnel, somebody has supervisory responsibility to ensure that quality service is being consistently delivered. It’s a big job.
An example is how calls are monitored and rated in the Get-a-Ride and general information call centers. Call agents know that quality is part of the job, and they understand that supervisors are listening in —grading their performance.
Call agents know that quality is part of the job, and they understand that supervisors are listening in…
Megan Erskine is a quality assurance agent. She listens to hours of recorded conversations each day, rating each, and making sure TAPS policy and procedure is being followed. “It’s especially satisfying to hear a call center agent interacting with a customer, and to hear a positive attitude that comes across,” said Erskine. “You can actually hear both parties on the call, smiling.”
Troy Frazer is manager of training and quality assurance at TAPS. He develops continuing training programs based on trends discovered through call monitoring. Frazer said call monitoring isn’t just about finding fault. “We listen for indications that the call center might not have the latest information to share with customers,” said Frazer. “That tells us that we need to do a better job of educating our employees, so that they can keep up on changes to rules and schedules.”
A call center relies on technology, but in the end, the real connection is made when an agent successfully helps a customer.