We monitor calls to ensure that minimum quality standards are achieved. \u00a0However, 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.<\/p>\n
Social media service is evolving and an increasing number of customers are reaching out through these channels, many more still turn to chat and inbound toll-free numbers for assistance. \u00a0Omni-channel quality monitoring is an essential process to ensure that customers receive an exceptional customer experience no matter how they choose to interact with your business.<\/p>\n
Here are a few tips that can help you improve quality monitoring:<\/p>\n
You already know the details of your operations and how your agents perform. \u00a0To 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. \u00a0Also, ensure that agents are comfortable with and following prescribed interaction flow structure.<\/p>\n
With the small things in place, you can use your time to work on the big issues.<\/p>\n
It\u2019s natural for agents, especially newbies, to be apprehensive about having their interactions monitored.\u00a0 \u00a0To 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.\u00a0\u00a0 Your agents must clearly understand how monitoring benefits them or else you can expect challenges in adaptation.\u00a0\u00a0 We have all used the acronym \u201cWIIFM\u201d and nothing will motivate people like knowing What\u2019s In It For Me!<\/p>\n
To help your employees buy into the idea of quality monitoring, make the exercise collaborative and inclusive.\u00a0 Allow the agent to own the solution. \u00a0It will help your employees understand the process better and what is required of them as they interact with customers.<\/p>\n
Remember to reprimand in private and praise in public.\u00a0 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.\u00a0 Take the agent into an individual coaching session to discuss the interaction whether it be a chat, call, or social media contact.\u00a0\u00a0 The ideal coaching session takes no more than 15 minutes.<\/p>\n
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. \u00a0They should stay calibrated with your third-party quality team to ensure that both groups deliver consistent results. \u00a0Make 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.<\/p>\n
Rewards are a great source of motivation. Come up with monthly awards like \u201cquality agent of the month\u201d.\u00a0\u00a0 Non-monetary incentives oftentimes work as well as those with a cost to the company.\u00a0 The recognition of a \u201cjob well done\u201d motivates employees to excel.<\/p>\n
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.<\/p>\n
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.<\/p>\n
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.<\/p>\n
Customer satisfaction surveys often tell the real picture.\u00a0 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.<\/p>\n
Today\u2019s customer interacts with contact centers via multiple channels. It is advisable to monitor all sales and service channels to make an informed assessment.<\/p>\n
In conclusion, these seven tips will help you improve your quality monitoring<\/a>. A quality interaction should provide an exceptional customer experience and showcase high performing teams.<\/p>\n Until next time!<\/p>\n