In virtually every contact centre it is now common practice for agent’s calls to be monitored and evaluated by their supervisor or quality
specialist. But is your contact centre receiving real value from quality monitoring? Below we have listed a few tips on how to do just that.
Assign Quality Ownership
It sounds obvious, but if nobody wants to own the process, how can it be audited and calibrated to ensure it is effective and continues to improve and
adapt to the businesses changing needs? Similarly there should be a clearly documented process for monitoring and evaluating calls and all agents and team
managers should be trained and familiar with all areas of quality monitoring and how to get the most from the system they have in place.
Develop and maintain evaluation forms
Evaluation forms are at the heart of a good quality monitoring programme and when compiling them you need to ask yourself:
- Am I asking the right questions?
- Am I getting the required results? i.e. output which leads to a continuous coaching and development plan for my team
-
Does the scoring mechanism allow agents to provide an ‘outstanding’ or ‘WoW factor’ service not just an ‘average’ or
‘satisfactory’ service?
Evaluation Dispute Process
Agents need to be given the opportunity to dispute their evaluation if they feel they are not happy with any aspect of it. The dispute process allows the
agent the opportunity to have their evaluation re-assessed by another person if they are unhappy with the result. This way, agents feel they have more
control over their call evaluation thus further empowering them to take ownership of their own quality.
Agent Synergy Sessions
Synergy sessions involve groups of agents, team managers, CSMs and trainers listening to calls together to discuss call-handling techniques and evaluate
the quality of the call. These sessions help reinforce quality standards and allow new and experienced agents to share experiences, best practice and
provide a natural way to cross skill agents from different departments. Recent studies have shown that agents attending regular synergy sessions achieve
anywhere from 5% to 20% higher quality scores than the overall contact centre.
To create a successful quality-monitoring programme a contact centre must be able to:
|
| CAPTURE: |
Be able to capture agent calls for quality monitoring purposes. |
| EVALUATE: |
Evaluate and score these calls against call evaluation standards. |
| ANALYSE: |
Produce meaningful quality monitoring reports for the various levels of the business. |
| IMPROVE: |
Then act on the information provided to better improve the service provided to customers. |
| |
| Author: |
Brent Bischoff, Business Solutions Consultant, Business Systems (UK) Ltd
|
|
