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Quality Monitoring
Best Practices
From Centerserve's leading
best practices research |
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A growing trend in providing feedback to agents
is to move from face-to-face feedback to emailed
feedback. Study participants expected emailed
feedback to increase to 24.4% from 18.1%. Given
the nature of the job as well as the missed opportunity
for impromptu training in a face-to-face setting,
emailed feedback to agents may prove to be detrimental
to overall performance, albeit cost effective and time
efficient. |
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72.4% of participants in a Centerserve
benchmarking and best practices survey reported accuracy
of information, both provided to the customer and
entered into the system, as the top category used to
evaluate agents when monitoring calls. |
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According to Centerserve's "Improving Business
Processes" report, nearly 50% of participants reported
monitoring only zero to five contacts per agent each
month.
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The Quality Monitoring Lifecycle is a critical
model for designing or improving your quality monitoring
program. For more about the Quality Monitoring
Lifecycle Model, download Centerserve's Quality
Monitoring eToolkit chapter dedicated to the Quality
Monitoring Lifecycle.
Click
here to download the Quality Lifecycle chapter. |
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Ensure your call center is monitoring agents based on specific
levels, not simply referring to their job
description. Different levels of agents may include:
new, struggling, veteran and successful.
Scorecards should be adapted for level and for type
of monitoring, i.e. plug in vs. record and review. For
more on scorecard development, see the Quality Monitoring
eToolkit. Click
here. |
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Training and coaching questions that must be answered
are:
- How is training/coaching performed?
- What programs are offered? What programs are
missing?
- Who performs the training and coaching?
- When is training and coaching delivered?
Most importantly, do your answers align with
best practices? |
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The timing of feedback is an essential component
to quality monitoring. According to Centerserve
research, 38% of participants reported providing
feedback immediately after monitoring while 13% stated
they take an astounding month to provide feedback.
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3 steps to improve the feedback process: |
- Communicating results in standardized and
real-time reports.
- Coaching by providing agents face time for real
time training.
- A dedicated staff, such as a quality assurance
supervisor who is focused on monitoring and
reporting, should be a key part of every call center.
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