Building Better Trust Throughout the QA Hierarchy
- Quality Management
- BY Call Criteria
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There are several well-documented economic benefits of developing trust within an organization. In fact, employees who trust the organization they work in tend to demonstrate behaviors such as information-sharing and working well as part of a team. Such employees also record higher levels of job satisfaction, are more likely to recommend their employer to others
There are several well-documented economic benefits of developing trust within an organization.
In fact, employees who trust the organization they work in tend to demonstrate behaviors such as information-sharing and working well as part of a team.
Such employees also record higher levels of job satisfaction, are more likely to recommend their employer to others and are less likely to leave the organization.
With this in mind, it seems clear that a business built on trust is more effective in engaging its team members, and in turn, grows, adapts and prospers with greater frequency than in businesses where trust is lacking.
Still, trust needs to nurtured, developed, and embedded within all of these relationships.
So how can QA managers build trustworthiness and honesty with their supervisors and ultimately their agents?
1. Tell the truth, always
- Never say something like, “I just lied to someone else but you can trust me because I’d never lie to you,” to supervisors or agents.
- Always tell the truth even when it’s inconvenient or unpopular.
- As a QA manager, when you build a track record of honesty, fairness and integrity, your supervisors and agents will no doubt develop a sense of trust in you.
2. Give agents and supervisors full access to the knowledge and information they need
- Instant access to significant, easy-to-use information, tips, advice and reminders is the best way to continuously and cost-effectively build your team’s confidence and trust.
- With the confidence and support to answer questions and deal with customers, your agents won’t be as inclined to falsify leads.
3. Show competence
- If you aren’t good at your job, you can forget earning your supervisor’s or agent’s trust. In this case, being competent means regularly updating your QA skills and following through on commitments.
4. Stop the blame game
- Honest mistakes and disappointments often occur when people are working together, and it’s easy to blame someone who may or may not have caused them.
- When everyone starts pointing fingers an unpleasant atmosphere is all but guaranteed to develop. Not only does this lower trust, but it also undermines it and is ultimately counterproductive.
- Consider encouraging your agents and supervisors to think about the mistake and how to address it in a creative, considerate manner.
5. Don’t play favorites
- The surest way to lose trust with your agents and supervisors is to give special treatment to select people; anytime there’s favoritism people will notice.
- Develop a culture where you treat all your colleagues equally, this will go a long way in building trust.
As a QA manager, it’s important that you set examples to show your team members just how critical trust is to you by demonstrating your trust in them, as well as in your colleagues.
Trust is equally important when choosing a 3rd party QA provider. Organizations from a variety of sectors have been putting their trust in Call Criteria for years now, and for good reason too! Contact us to find out how we can help you build more trust in your contact center(s) today.