Call monitoring does not only mean detecting problems in calls and then dealing with them. It also involves identifying and extending positive messages. Though technology has become highly advanced, even a plain ‘thank you’ message can do wonders with the relevant stakeholders. Check out some of the easy tips for making your call quality monitoring process more effective and efficient.
#1. Get the Small Things Right
When call monitoring is done on a regular basis, best practices in the call center can be maintained thus making sure that the advisors have the right details with them. These may include greeting the callers in the proper fashion, complying with the process of calling and making use of approved positive phrases while handling the calls.
When a regular call quality monitoring process is in place, it is easy to stop bad habits being picked up by agents and also from one call center to another. When the call center management does regular call monitoring, provides support, conducts appropriate training and gives feedback, agents can maintain high standards while handling calls.
#2. Make Good Use of the Gathered Information
For any call center, the process of call quality monitoring is very important as it offers valuable insights into how it is performing and what its callers are experiencing while they call. The best outputs from such measuring and improving processes have a far fetching impact on many areas of business and not just checking calls on a sample basis. These include setting the performance standards, evaluating them, coaching the agents through development and training of staff.
#3. Start Small and Gradually Invest in Call Monitoring Solutions
It is not a compulsion to go all hi-tech. It should be appreciated that some form of monitoring, though it may be the most basic one, is much better than doing no monitoring. The process can be started with some simple and basic activities such as having a spreadsheet that has tick boxes to be crossed off manually and then slowly refine it over a period of time. If it is possible to establish realistic targets, agents will feel motivated to achieve them thus making easy to set ambitious business goals. But, you might want to reconsider this activity after your call volumes spike up, beacuse then you would need a call monitoring solution
that can automate the entire process freeing the supervisors/managers from the mundane task of maintaing excel sheets.
#4. Share Feedback along with Training and Support
The monitoring process should come out with objective feedback by deploying a technique of evaluating and scoring in a manner that is agreed upon by all stakeholders in advance and should be fair. It should be regular, consistent and unbiased. Once there is an agreement on milestones, they should be adhered to and progressed.
Feedback can be delivered either individually or through group sessions where advisors can share the best practices. Irrespective of the method selected, there always is an opportunity for the individuals to contribute to in such discussions. This will encourage their involvement in the process, and their suggestions and comments can often be extremely insightful.
Staff support should also be provided in call centers. This can be done through interventions such as formal skills and refresher training, development or action plans to improve advisor performance. This should be done with the objective of improving the customer experience and at the same time achieving your business objectives.
#5. Invest in Quality Call Center Agents and Supervisors
It is always recommended to invest in a dedicated individual or a specialist team for bigger call centers for monitoring the call quality.
Team leads are usually there for managing the plan campaigns and floor. They do not monitor the quality. So when the role is assigned to a dedicated team or an individual, operational staffs in your call center can concentrate on managing the operations on the floor.
Once such people have been identified by the management for handling training, evaluating and monitoring, required resources should be given to them along with the relevant skills and training that they need to execute development and training, coaching and appraisals. Identification of such resources can be done internally by developing them or hiring from external sources based on the required skills and expertise.