| Topic Name: |
AHOD for the Sinking Ship |
| Message Name: |
Goodbye Quality! |
| Date Posted: |
02/02/2006 |
| In Reply To: |
Hey aggie, care to comment on the demise of the quality unit today. All those wonderful QAS's moving back to CSA roles. Like I said, follow the money. Sure we are still doing quality monitoring and evalautions but not with the same outrageous costs that we had with the centralized quality unit. The team managers will now do it on top of everything else.
Hate to say I told u so but I told u so. And don't be surprised if the whole program isn't redesigned later. |
| Message: |
Every "best in class" call center has an imbedded quality program. HA Leadership hired a consulting firm several years ago to develop a world-class coaching program. World class firms invest in quality. They never underestimate the importance of people. They also don't know what happening in the call center world.
|
