When quality monitoring for a call center is only focused on problem detection and resolution, it falls short of its full potential. A methodology that also identifies opportunities for building customer loyalty is essential for supervisors, upper management and strategic planners. These advanced, robust technologies should not forgo the “personal touch” — in fact, they are ideal opportunities to better incorporate it. These suggestions will aid anyone seeking to successfully fine-tune a call center quality assurance system.
Quality monitoring is a vital tool for ensuring that best practices in a contact center are observed. Placing new agents — as well as continuous improvement for current representatives — involves follow-up to determine if additional training is required. It is important to make sure agents get the basic protocols for call handling right, such as greeting, putting callers on hold, engaging the caller while researching information, and closing the call. With observation, it is easier to catch undesirable practices before they stick.
Information does no good unless it is actually applied. Once gathered, it should be leveraged in order to train and develop agents as well as improve overall center performance. Call length, speed of answer, first time resolution percentage rates and other data can also be used to set performance standards, which can be evaluated and retooled as needed.
It is tempting to jump in feet first, but this can lead to being easily overwhelmed and decreases changes of meaningful application from a quality monitoring approach. Staring with simple monitoring is always a good start, and it assists with creating the building blocks for a future call center quality assurance plan.
Information and training intersect well when performance statistics are not only shared, but used to improve agent performance and motivate representatives who already demonstrate high levels of call handling and resolution skills. Group sessions are great for sharing best practices, and individual metrics can be used in performance reviews as well as awarding incentives.
Assembling a quality management team is crucial for operations. Once it is in place, these individuals must be given the necessary training and support. Identifying internal staff for this team or hiring externally based on needed skillsets are both options.
Implementing call center quality assurance can often be a challenge. However, a properly executed system provides a host of benefits. Ensuring basic protocols are followed, using metrics effectively, building gradually, using the data and building a QA team are all keys in a successful plan.