The more investment in back-end quality checking, the better the service provided however, as Sanman has already mentioned, this can depend on logistics and cost. Ann Onimous. We have a 50 seat call center, and I analyze 15 calls per month for each. I am the only QA person for this call center.
I always find it interesting that people talk about numbers of calls they monitor as if this is an indicator of how effective their QM programme is. To me it's another example of let's measure the thing that's easy to measure! I've not yet come across anyone who can really give me any logic behind why they monitor the number of calls they do.
The argument normally goes along the lines of "industry best practice". I reckon though that the industry doesn't really know what the correct amount of evaluations should be. I'm not too sure about the question raised in the poll "how many calls per month do you analyse for quality purposes". This really depends on what you want out of your quality programme. You need to get much smarter and more targeted on what calls you are assessing and why.
For example, as Ant Marketing have mentioned, the number of calls you need to monitor per agent should vary based on an agent's current performance.
Mind you this is only one factor that will influence the volumes. Sorry for the rant, but this has always been a question that gets me agitated! In my opinion a catch-all metric of "x number of calls per agent per month" is an irrelevant measure which at its worst can tie up expensive resource for little operational gain. This has always been a debatable topic.
On average, I have seen However, I do agree that in some cases it is driven by the client of the quantity monitored. But now I have a team of 4, and we monitor calls per agent per month!!! Agents will perform better if they are being monitored. Toggle navigation. By Tracey E. Schelmetic , TMCnet Contributor. But how do you get started?
Let take a look at the five steps it takes to set up effective call quality monitoring in your contact center. To begin monitoring call quality, you'll want to develop a quality assurance team. This team—typically made up of your contact center managers, supervisors, and high-performing call center agents—must thoroughly understand your brand of customer service. They'll use insights about your company and your ideal customer experience to set up every aspect of your QA process, including setting your call quality standards.
Your quality standards and KPIs are how you will judge the success or failure of every customer call. The key is to break down your customer service into a set of behaviors, rules, goals, and benchmarks that every interaction should meet.
Your quality standards should also include:. There are many quality monitoring solutions suitable for contact center QA. Here are a few tools that can help you get the most out of your call quality monitoring program:. Other QA tools you should consider using include analytics and reporting software, call center script , self-help knowledge base , and predictive analytics. Each of these tools is designed to improve the customer experience, enhance productivity, and increase profitability.
Assess agent performance against your standards and KPIs, then make appropriate adjustments to behaviors as needed. Your QA team can help you identify recurring problems or behaviors that have emerged across multiple agents. For example, you might notice creep up on customer hold time or various product issues that require the same problem resolution.
In this case, you could invest in more online customer service tools to support your team's efforts and improve their efficacy. Important Note: Focus on both the negatives and positives of each of your agents during the call QA review process.
These insights can help you identify knowledge gaps within your call center so you can provide high-quality training and agent development.
After all, quality monitoring and analysis without a plan for making changes that improve customer satisfaction is useless. Your call quality monitoring program should include tools to help manage, track, and achieve training goals, such as a call center learning management system LMS.
An LMS is an all-in-one training solution that makes it easier to offer advanced learning and development based on the specific training needs revealed in the QA process. It can help you by offering the ability to develop and manage courses, assign agents, streamline class attendance, and scale all of your training. When done correctly, call quality monitoring—alongside a QA program —provides your team with detailed data insights about your agents and your customers.
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