[Last Updated: August 2016]
In almost every contact centre agents’ calls are monitored and evaluated by their supervisor or a quality specialist. But is your contact centre receiving real value from this quality monitoring process? If your agents are being evaluated just a few times a month and the results are merely used for coaching then the answer is probably no!
Quality monitoring (QM) can be a process integrated into all areas of the business. Just as you would not use telephone switch (ACD) reports to just measure individual agent performance nor should QM statistics be used for measuring just agent call quality. For example, the Training department can use quality monitoring reports to determine the success and failures of training and review ongoing training development needs.
If using quality monitoring software with screen capture the IT department can review the effectiveness of their CRM software, especially with new software releases and changes. Human Resources can review reports of new agents to determine the success of their recruiting process and to evaluate an agent’s suitability at the end of their probation
If a customer feedback section is added to the evaluation form then evaluators can write any comments made by the customer about the product or service. A monthly customer feedback report can be sent to marketing providing valuable customer opinions and thoughts, saving the cost and time in commissioning market research.
If a contact centre takes advantage of the information provided by regular monitoring this large investment in time and resources could easily reap large benefits and returns for the business and their customers.
Article written by Brent Bischoff, Call Centre Quality Solutions Consultant for Business Systems. Brent helps many call centres to improve their quality monitoring processes, to achieve better results and greater return on investment.