Liliana Ramirez jokingly refers to her staff as "the bad guys" at Callzilla. She's our Quality Assurance and Training manager, the person responsible for making sure our agents do their jobs right, and taking action if anyone gets off track.
"But we are 'bad guys' in a good way," she says. "It's not only about, 'Hey, you need to do this.' It's the coaching. We don't just train the agents. As soon as they hit the floor we give them three weeks with a coach. Every day, just to make sure they are doing things right, that they are using all the information, that we are reinforcing what that clients want from us."
Ramirez knows the challenge that agents have to balance quality with productivity. She had to do it herself as an agent when she joined Callzilla four years ago. She had no experience as a customer service agent, and had to learn everything from scratch. She did it well. In less than a year we promoted her to supervisor. Another six month after that, she became a campaign manager. in 2016 she took over QA and Training. That means she's in charge of trainers, five coaches, 15 QA analysts and two coordinators. They monitor calls and other platforms when agents interact with customers, measure the performance and make action plans to improve our metrics.
While they are strict about maintaining standards, they are constantly providing feedback to the agents in order to help them improve. The goal is not to merely follow the rules, but to get better at the work.