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Tips To Improve Quality Monitoring

December 04, 2015 Jim Iyoob

We monitor calls to ensure that the set quality standards are achieved. However, call monitoring is not only for identifying problems and agent opportunities, but also for detecting what is working and cascading it to the entire team.

Even as social media evolves and an increasing number of customers are reaching out through these channels, many still turn to chat and inbound toll free numbers for assistance. That makes call quality monitoring an essential process to ensure that customers receive an exceptional customer experience on all interactions.

Here are tips that can help you improve quality monitoring:

1: Ensure you get the small things correct

You already know the details of your monitoring operations and how your agents perform. To ensure consistent improvement — get the small things right. For example, verify that the agents have correct information about a product or service and responses to possible questions from customers. Also ensure that agents follow the laid out interaction flow structure.

With the small things in place, you can use your time to work on the big issues.

2: Don’t make the employees nervous

Agents are usually apprehensive to having their interactions monitored. To get your employees engaged, you need to explain why you are carrying out monitoring? Emphasize your intention is to help them be successful and to ensure quality customer service is delivered.

To help your employees buy into the idea of quality monitoring, make the exercise collaborative and inclusive. It will help your employees understand the process better and what is required of them as they interact with customers.

Remember to reprimand in private and praise in public.  If you know there is a bad interaction, do not choose to play it in a calibration session that is attended by a large group.  Take the agent into an individual coaching session to discuss the interaction whether it be a chat, call, or social media contact.

3: Hire Third Party to Monitor

When a professional third party monitors your team, they will produce unbiased evaluations. If you run a large contact center, you will need to have an internal team of quality analysts as well.  They should stay calibrated with your third party quality team to ensure that both groups deliver consistent results.  Make sure that your internal team members have the right skills to monitor and provide feedback to agents in order to maintain the company quality standards.

4: Reward Best Performers

Rewards are a great source of motivation. Come up with monthly awards like “quality agent of the month”. Non-monetary incentives oftentimes work as well as those with a cost to the company.  The recognition of a “job well done” motivates employees to excel.

5: Invest in coaching the agents

You must invest in training and coaching your agents. In addition to new hire training, ongoing product and soft skill training will enable your agents to continue to grow. The time and resources you invest in training your employees will bear fruits in quality customer service.

Also use technology to guide your analysts and agents through the procedures. It might be costly at first, but in the long run it will be worthwhile.

6: Gather Feedback

It is not enough to set quality processes without a feedback gathering mechanism. Internal calibration meetings should include both agents and supervisors to allow for an open question and answer session.

Customer satisfaction surveys often tell the real picture.  It can be surprising to learn that sometimes customers do not perceive the same quality of service that the internal team is assured they are providing.

7: Monitor across multi channels

Today’s customer interacts with contact centers via multiple channels. It is advisable to monitor all sales and service channels to make an informed assessment.

In conclusion, these seven tips will help you improve your quality monitoring. A quality interaction should provide an exceptional customer experience and showcase high performing teams.

Jim Iyoob

Jim Iyoob is the Chief Customer Officer for Etech Global Services. Jim has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Jim has an impeccable track record of innovation and advanced business intelligence. Based on his level of expertise, Jim has been featured in numerous publications including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter by “Iwantitnow”. He has co-authored three books on the call center quality monitoring.