Live MonitoringQuality monitoring or call monitoring refers to the process of listening to or observing an agent’s phone calls or other multi-media contacts with customers in order to assess and evaluate strengths and weaknesses in performance. There are five (5) basic levels of quality monitoring:
- Walk-Around Observation
- Plug-in/doublejack monitoring
- Silent Monitoring
- Record and Review
Companies cite many different benefits from quality monitoring programs. Research results show that the majority of companies perform quality monitoring with one major goal in mind: to evaluate agent performance and improve service quality. Other reasons for quality monitoring include:
- Assessment and improvement of scripts and processes
- Greater customer satisfaction
- Increased efficiency
- Improved training programs
- Uncovering common customer complaints and concerns
- General troubleshooting
Major Benefits of Quality MonitoringAs a supervisor or manager, there are several key benefits you are trying to address when implementing a quality monitoring program. The four major benefits of quality monitoring directly impact:
- Efficiency and cost
- Customer satisfaction
- Training improvements
Customer satisfactionQuality monitoring is one of the most effective methods for improving customer satisfaction levels. Many supervisors and managers look for correlation between customer service levels and quality monitoring scores. When performing quality monitoring, you will:
- Improve overall employee performance.
- Gain valuable customer feedback.
- Increase customer satisfaction by addressing common complaints and evaluating customer needs.
- Assess agents’ listening and comprehension skills.
- Evaluate agents’ problem-solving abilities.
- Gain insight as to how well agents are controlling the pace and flow of the conversation.
- Assess agents’ customer relationship management skills.
Efficiency and costOverall call center efficiency is improved with the implementation of a quality monitoring system. In the end, higher levels of efficiency result in lower costs. Quality monitoring allows managers and supervisors to:
- Reduce defective calls that result in callbacks.
- Reduce handle time by improving system navigation skills.
- Troubleshoot problem areas.
- Review scripting for improvement.
- Identify weaknesses in systems operation and navigation.
- Improve employee procedures.
Training improvementsThe benefit of quality monitoring that is most often overlooked by supervisors is the improvement of training and new agent orientation programs. Quality monitoring sessions, when recorded and archived, can be especially beneficial during new agent orientation and training. The ability to illustrate with live examples is a major benefit that is often overlooked.
- Design improvement programs based on common deficiencies in agents, scripts or policies.
- Improve training programs by supplementing them with the “best of” and “worst of” quality monitoring examples.
- Implement mentoring, career pathing and in-house training programs using quality monitoring as an aid.
- Retain good agents and improve upon existing skills.
QualityOverall call center quality performance is improved with the implementation of quality monitoring systems.
- Benchmarking studies indicate a correlation between quality monitoring implementation and overall call center performance improvement.
- Helps companies maintain quality standard.
- Increases cost effectiveness through improved efficiencies.
- Accelerates development of agent skills.
- Creates visible accountability for performance.