Quick and Easy Contact Center Quality Monitoring
We all know the importance of quality management. But we also know there are only so many hours in the day, and that a quality monitoring program can sometimes take too many of them.
If you find you’re up against time constraints, however, do not abandon quality monitoring entirely. Instead, streamline your efforts by streamlining the checklist you use for monitoring calls and agent performance.
How many questions are on your current form? Some have as many as 25 – and they’re probably all important. But for those seeking a faster and more efficient approach, this is the place to start.
Limit your form to seven questions. If they are the right questions (speed of answer, effectiveness of script, clarity of agent communication) they should be sufficient to pinpoint issues and suggest corrections.
A shorter form may deliver bigger dividends for the agent as well. Facing a checklist of 25 potential hurdles may seem daunting. But with just seven areas to focus on, agents are more likely to understand what they need to do, memorize best practices techniques, and understand what is most important.
Finally, since any quality monitoring effort must include customer feedback, keeping your inquiries to a minimum will increase the likelihood of more responses. Did you ever start taking an online “How did we do?” survey and give up halfway through because there were too many questions? By requesting responses to just 5-7 questions, you stand a better chance of getting the data you need.
Also Helpful: The Right Call Monitoring Software
Without the right software, a quality monitoring program is going to struggle. Monitoring of customer interactions should be simple for agents, and the intelligence gathered through the system should be easy to analyze for managers. Also, consider future growth – the software you select should be able to grow with your company, and meet your needs not only today but tomorrow.
Workforce Optimization Newsletter – October 2018
Wrapping Up Dreamforce 2018 Commitment to Customer Experience Tops Priority List We’re back from a very busy week in San
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?