by Jim Iyoob | published on 05-26-2017
Proper call center quality monitoring is all about remaining consistent and identifying as well as resolving small problems before they turn into major problems that might cost you customers and the business they bring with them. Find out how to make the most of your quality monitoring efforts and boost your call center capabilities.
Involve Your Call Center Agents
When your agents first learn about your quality assurance efforts, they might be a bit skeptical, which is perfectly understandable. One of the best things you can do to address such concerns is to explain to your agents that quality monitoring is about making them better at their jobs and keeping everyone accountable for their actions, no matter how low or high their position within the company. You should also take steps to involve your agents with the monitoring process and make them feel like they’re contributing to the company’s success, because they are.
Understand Your Definition of Quality
Before you can improve on your call and chat quality monitoring efforts, you first need to solidify your definition of both bad and good quality calls and chats. Pull examples from the archives of both instances, and be sure to explain why they’re either positive or negative customer interactions. It’s also a good idea to note how long the conversation took, how it was handled and the final result of the call. Once your agents have the proper benchmark, they’ll have a target to aim for.
Fine-Tune the Quality Monitoring Process
Something else to keep a close eye on is how you decide to go about call center quality monitoring. This means deciding which details and questions are the most essential. See where questions and answers might overlap to save time and energy, and be sure you know how you plan to implement responses and data when it comes to boosting quality. Additionally, the individuals who oversee quality monitoring should have the experience, knowledge and resources necessary to do the job right with a minimum of handholding.
Leave Room for Feedback
You don’t want to get so wrapped up in monitoring and improving your quality that you forget why you’re doing it in the first place. Be sure to take out time to ask your customers what they expect from your call center and what you can do to make their experience better. You can do the same with your call center agents, asking them what they like about working at your call center and what you can do to improve their experience. Remember that quality monitoring should benefit your call center agents just as much as it does your callers.
On a related note, know that not everyone will agree with the methods utilized in your quality monitoring and assurance efforts. Take all complaints into consideration and see if there’s any merit to them that can be applied to the process.
There’s always room for improvement when it comes to operating a call center. Make the most of your efforts to bring out the best in your agents and your call center capabilities.