Quality Monitoring Lifecycle Review
Centerserve's Quality Monitoring Lifecycle (pictured above) is a holistic approach to
monitoring your agents performance. Some call centers have fallen into the trap of
monitoring for the sake of monitoring or simply providing agent scores. They recognize
that monitoring is a necessary part of managing a call center, but only use the results of
monitoring on an individual basis. When problems arise with a single agent, the monitoring
process is used to validate that there is a problem.
Unfortunately, this represents a very small return on monitoring investments. By using
our Quality Monitoring Lifecycle, call centers can improve the ROI (return on
investment) of their quality monitoring programs. You will be able to improve the integration of ordinary call monitoring with the other key
functions in the call center including hiring, training and IT (systems development). A
call center that uses this lifecycle can improve overall performance through:
improved hiring and screening criteria
revised training curriculum
"best of best" examples
coaching skills and supervisor training
improved agent skills
process and system improvements
Preparing agents
The results and data from your monitoring program can help you better
prepare your CSRs. By using Centerserve's Lifecycle approach, you can identify the skills and
abilities that your CSRs need and integrate them into your hiring process. The cost of
bringing a new agent into a call center is extremely high. If this person does not have
the skills and abilities your center needs, you may have to go through this expensive
process again. Data from the Quality Monitoring Lifecycle can help you refine your hiring
criteria and help bring in the right person the first time - eliminating cost and reducing
turnover.
Likewise, the data from quality monitoring can be used to develop or
revise your training curriculum so that new agents are given the right training on the
right topics, decreasing the time it takes a new person to become an active and successful
agent. Specific examples (both good and bad) captured through call monitoring can be used
to enhance your training programs.
Improving agent performance
Once an agent has started handling calls, monitoring will
be used to track their performance. By using the Quality Monitoring
Lifecycle, you can do more than just tell if the agent is doing well or not
by providing "scores." Data can be used to develop specific training
programs and coaching strategies for agents that are having problems with a
specific area.
Process and system improvements
Process and system improvements may be the biggest missed opportunity
for most call centers. Quality monitoring shows how an individual is handing contacts, but
the trends that emerge by looking at data from a group of agents is invaluable.
For example, Agent Joe may have had problems on the closing of a
particular call. With a ordinary monitoring program, you may focus attention on helping
Joe with particular communication skills. However, if you are using the Quality Monitoring
Lifecycle to track trends and patterns, you may notice that Joe was not the only agent
that was having problems with that closing. This would prompt you to review the script of
the call and improve your process. The entire call center becomes more efficient as a
result, improving customer service and reducing call backs.
Process and system improvements can produce tremendous returns on
investment when the Quality Monitoring Lifecycle is used.
Improving your quality monitoring program
A quality monitoring program is not a static system that you introduce into your call
center like a piece of hardware. It is constantly changing and providing important data
that you can use to improve your contact quality as well as your call center performance.
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What |
How |
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To improve your quality monitoring program, you must pay attention to the
trends that
emerge.
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Listen to the monitors themselves for their perception of the
program. Are they getting an accurate view of the customer/agent interaction?
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Ask agents how they like the new program. Do they feel that they are
able to improve their own performance or do they feel that it is simply a scoring and
evaluation system?
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Measure your performance improvement and make the results visible.
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Ask yourself on an ongoing basis:
Are we using the results of our quality monitoring program to improve
coaching and training of existing agents?
Are we improving training for new agents based on the quality
monitoring program and the data it returns?
How has the quality monitoring program and its results impacted
hiring practices and training programs?
Can we revise our script and call handling processes based on
monitoring data?
Do our systems and software adequately support our agents?
Can our agents use the systems effectively?
What common problems are customers having?
How can these be better addressed?
How to implement the Quality Monitoring Lifecycle
Prosci's
Quality Monitoring eToolkit is the basis for this tutorial series and is the most comprehensive
guide available for quality monitoring and implementing this lifecycle program. Whether
you are just starting a new program for monitoring contacts or need to overhaul your
current call monitoring process, this eToolkit provides definitive guidelines and templates
for both phone and multi-media contact monitoring. Using research data from more than 400
call centers, the eToolkit includes benchmarking results that will make your quality
monitoring program a success. The eToolkit includes:
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Methods for quality monitoring
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Benefits of quality monitoring
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Perception and legality
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The complete Quality Monitoring Lifecycle
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Survey criteria
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Scorecard content - with a sample based on best practices research
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Implementation and improvement guidelines
To order, call 970-203-9332 or order online.
