| Tutorial taken from Prosci's Quality Monitoring Toolkit |
| Tutorial taken from Prosci's Quality Monitoring Toolkit |
| What is the Quality Monitoring Lifecycle? Module 1 of a 5 part series on quality monitoring The goal of this tutorial series is to present the Quality Monitoring Lifecycle and to explain the role this program has in the call center. Quality monitoring is an essential part of call center operations, but many times the real benefits of call monitoring are not realized - the monitoring takes place for the sake of monitoring. The first tutorial in this series presents the Quality Monitoring Lifecycle. Modules 2, 3 and 4 examine each of the steps - monitor, feedback and coaching - in detail. The fifth module examines how to make the most of a quality monitoring program and the key lessons and improvements your program can produce. All modules come from the Quality Monitoring Toolkit.
The Quality Monitoring Lifecycle The Quality Monitoring Lifecycle shown in the figure below is a critical model for designing or improving your quality monitoring program.
When agents are hired, they enter into the Quality Monitoring Lifecycle.
Agents immediately begin training. During this training period, they are monitored closely for areas of weakness or skills gaps. Once they have successfully completed the training, new agents are allowed to handle calls. It is at this point that they enter the monitoring loop where contacts are monitored on a regular basis.
Monitoring often immediately brings to light various issues and information that result in changes to the current process or alterations in training methods.
Issues that relate to process and system improvements, revised training curriculum and coaching are often easy to spot once quality monitoring commences. These and related issues may be raised throughout the monitoring cycle and usually impact training and work processes. Feedback is the next step in the lifecycle. Agents are given evaluations based on their monitored contacts.
Feedback goes to two major destinations: to the agent and to the system. Agent feedback is an evaluation that directs the agent toward training or coaching sessions in order to improve performance. The system benefits because group or process issues come to the forefront. Often system changes are implemented, training or hiring is altered, or the monitoring process itself is changed. Once agents receive feedback, they enter training and coaching sessions designed to improve areas of weakness.
These training and coaching sessions are created to address common areas of weakness and group issues. They also provide a way for agents to interact with superiors in a non-threatening environment.
The quality monitoring lifecycle introduced in this tutorial is a holistic approach to call monitoring. Using this lifecycle process, you will be able to examine and improve each of the key steps in your quality assurance process. You will also be able to improve the integration of ordinary call monitoring with the other key functions in the call center including training, hiring and IT (systems development). The next three modules are designed to walk you through each step of the Quality Monitoring Lifecycle. Each tutorial will cover a key point in the lifecycle. The modules will answer basic questions and demonstrate how each step of the lifecycle is a part of the overall monitoring process. Module 1 examines the 'monitor calls' step, including how, when and who. Module 2 looks at 'agent feedback' both to the individual agent and to the call center systems and performance. Module 3 discusses 'training and coaching' and the important lessons that can be taken from your call monitoring program. A complete description and guidelines for using the Lifecycle are available in the Quality Monitoring Toolkit.
Coming next week - a new series on call center jobs
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| Related Resources The Quality Monitoring Toolkit is the most comprehensive guide available for quality monitoring. Whether you are just starting a new program for monitoring contacts or need to overhaul your current call monitoring process, this toolkit provides definitive guidelines and templates for both phone and multi-media contact monitoring. Using research data from more than 400 call centers, the toolkit includes benchmarking results that will make your quality monitoring program a success. The toolkit includes:
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