Numbers alone are not effective. They need to be applied to affect change. When supervisors share conversational quality audit reports with tele-recruiters in brief meetings (no more than 10 minutes), they have opportunities to congratulate tele-recruiters for things they did well, teach them to improve areas where they missed quality standards, and keep them motivated to continually grow. These measures ensure that conversational quality remains as important to tele-recruiters as it is to you.
A Step-By-Step Quality Audit Discussion
Let’s assume supervisor Demetrius is holding a Quality Audit discussion with tele-recruiter Janice, who received an audit score of 90%. The Quality Audit discussion might flow like this:
- Demetrius allows Janice to make herself unavailable for calls.
- Demetrius sits down with Janice, preferably in a neutral location away from the phones, to review her quality scores with her in detail.
- After presenting Janice’s Quality Audit Report to her, they review the specific things that caused her to receive 90 points. He congratulates her and reinforces her positive actions.
- Demetrius and Janice review the specific things that kept her from receiving the other 10 points. He clearly explains exactly how particular parts of conversations affected her score.
- After discussing these violations, Demetrius explains how Janice should handle similar situations to avoid future deductions.
- Janice and Demetrius engage in exploratory conversation, question/answer dialogue, and perhaps role playing.
- Janice is now clear on how to improve, so she sets performance and quality goals for her next Quality Audit.
- Janice signs and dates a copy of her audit.
- Demetrius photocopies the signed Quality Audit, and gives a copy to Janice so she can continue to refer to it as a reminder of the areas in which she must improve.
- Finally, Demetrius files the completed Quality Audit and notes in Janice’s personnel file.
How are you using audit reports to have meaningful conversations with your tele-recruiters?