NEWS - Call Center Insights
The latest industry insights & news from CCSI, Specialists in Establishing Contact Centers in Mexico for Debt Collection, Customer Service, Sales, BPO and more.
Quality monitoring in Contact Centers is key for improvement. It not only helps you find areas of opportunity on calls or have recordings for a legal issue.
Quality Assurance also helps call center agents reach their performance goals, it helps the contact center improve its processes, and helps customers have a better experience and increase their satisfaction. Unfortunately, not all companies see the value in QA. They don’t pay a lot of attention to it and they might be missing some important practices.
These are the 5 most important things your Quality Assurance Team should be doing:
Monitoring All Channels
Even though technology has given us a diversity of contact channels and systems, we know that phone is still one of the main ways of communication with customers for most companies. For this reason, we might forget the importance of monitoring other types of channels, like e-mail or chat. These are also a point of contact with the customer and, as a result, these also require to be evaluated trough a QA process.
Using Specific Metrics For Each Channel
Another mistake companies tend to make is to use the same metrics and even the same forms for every channel. But, remember that every form of communication has its own goals and customers expect a different response for each one. Take, for example, the response time on chat vs. e-mail. Metrics are to make sure the goals are being met. Therefore, the same metrics cannot be used for every channel.
Monitoring Top Performers
What we typically do is monitor low performance or average performance agents and not give a lot of attention to top performers because what they are doing is fine and its working. But this is the reason why you should pay more attention to them: Top performance calls let you evaluate what is working better, discover new tactics or practices that could let average performance agents become top performers too. But, top performers can also improve what they are doing, to do it even better. They have the potential. Help them use it!
Involve Agents In The Development Of QA Forms
When you involve agents in the process, you create commitment. Agents can contribute valuable insights to the development of the QA forms. They can make a self-evaluation and say what they want to improve and help them do it. This is also beneficial because it helps them see that QA is there to help and coach them, that they are part of the team and not an authority or something they should feel afraid of.
Have Calibration Sessions Regularly
To have accurate and efficient evaluations, calibrations should be made regularly. This helps to have consistent results. Any QA specialist would evaluate the same way. Basically, you ask the team to evaluate the same call and all scores and notes should be similar. If everyone has different results, the process or scorecard might need to be reviewed to make it clearer. If someone differs considerably from others, he or she might need more training and coaching.
Now you have some things to check with your Quality Monitoring team and start improving your contact center!
Learn more about Call Center Services International’s expertise in QA & Call Monitoring
Call Quality Monitoring Dos ad Don’ts – ICMI
4 Best Practices to Implement a Quality Monitoring Program that Counts – ICMI
Bringing Quality Monitoring into the Heart of the Contact Center – Contact Center Pipeline