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Quality Monitoring

Five Levels of Quality Monitoring in the Contact Center

Contact Center Solutions, Call RecordingCo-nexus Marketing
Five Levels of Quality Monitoring in the Contact Center

Quality monitoring in a contact center requires strategic planning and execution. There are different methods to ensuring your agents are following proper policies and procedures. A contact center that is using full automation for call recording and performance evaluation allows supervisors to be able to coach, grade and provide effective feedback. In turn, employees stick and the business grows due loyal customers. Let's take a look at the different levels of quality monitoring:

  1. Walk Around Observation - This is the most basic method of quality monitoring. Supervisors walk around the floor observing and giving feedback as needed. The problem with this method is a supervisor can only hear what the agent is saying. To get full disclosure of the conversation, the supervisor needs to hear both sides including what the customer has to say. The other issue with this type of quality monitoring is that a supervisor is managing many employees at once and may miss a key conversation when their attention is with another employee.
  2. Side by Side - Side by side monitoring allows the monitor to sit beside the agent while they are on a call. Similar to walk around observation, the monitor can only listen to the employee's side of the conversation and not the customer's side. Because the conversation is live, the monitor is not able to rewind if they need to review.
  3. Silent Monitoring - Refered to as the practice of managers listening to the agents call from another location. It allows the supervisor to hear the call and take notes for performance reviews later on. 
  4. Record and Review - Recording and reviewing a call gives a supervisor the ability to listen and playback calls for later use. Calls can be recorded through the phone system or software. 
  5. Evaluate Voice and Screen Recording - This is the most advanced method of quality monitoring. By electing to add the screen recording functionality, your agent's desktop activity is recorded as a full motion video and then automatically synchronized with the recorded phone call upon playback. One of the benefits for using this method is having the ability to identify workflow issues to reduce handle time.

Want to learn more? Check out this post on Five Steps to Better Quality Monitoring in Your Contact Center.

Five Steps to Better Quality Monitoring

Contact Center SolutionsCo-nexus Marketing
Five Steps to Better Quality Monitoring in Your Contact Center.JPG

Quality Monitoring is key to creating a better customer and agent experience. Once a call has been recorded, what a business does with the call to improve systems and processes within a call center is important for better customer and agent retention. Customers are looking for consistent service and performance when they reach out to an organization. Agents are looking for timely feedback from their supervisors or managers to ensure they are following company guidelines. Simply recording a call isn't enough! Organizations can utilize an evaluation process to drive business goals. Here are five steps for creating a healthy quality monitoring ecosystem. 

  1. Form a quality control team - The first step in creating a quality monitoring system to gather team mates who will evaluate the results of agent evaluations. A quality control team consists of personnel who are able to analyze data, see trends and implement processes to improve policy adherence, customer service metrics or agent retention. The initial level are your supervisors within the contact center who will conduct evaluations. Then, once information is gathered and performances are evaluated, you need a team to be able to strategize future business decisions.
  2. Record and store - Recording in the contact center is not just voice calls. Customers reach out in a variety of ways, and it's important to capture all interactions. Give your employees the tools to record email, voice, text, screen capture, and chat. 
  3. Define what - Before evaluations are conducted, you need to sit down and outline your business goals. For a government agency, it may include policy adherence. For a service company, it may include customer retention. Once your business goals are established, then you have to decide how your evaluations will provide feedback and what you will be evaluating.
  4. Create scoring - Results are better when measured. Scoring provides the organization with quantitative results and establish a baseline. Scoring also takes the emotion out and provides an employee with a way to improve or maintain their current behavior. 
  5. Provide feedback - Feedback for agents require a few key components like timeliness and ease of use. Feedback should be easy to digest and immediate. An employee will have the ability to review and make adjustments immediately, instead of waiting a period of time or create a bad habit. The automation of feedback processes allow an organization to make movements forward without hesitation.

The faster you implement a good quality monitoring system, the more likely your business will be able to grow, thrive and minimize risk. Utilizing a software platform that is easy to learn, use and implement takes the headache out of these five things. Looking for more information? Check out our downloadable whitepaper on how to improve call quality monitoring in your contact center. 

Applying the Golden Rule to Your Contact Center

Contact Center Solutions, Call RecordingCo-nexus Marketing
Applying the Golden Rule to Your Contact Center

The golden rule is to treat others the way that you want to be treated, however in customer service departments… this doesn’t happen on every contact. Customers call in with a question or problem only to sit on long holds, being transferred from department to department, or repeatedly give the same information over and over. Twenty minutes later, the customer is frustrated and wants to give up. Contact center environments need to have technology in place that maximizes their service in each interaction. Faster response times and call resolutions equates to happier clients. Happy clients come back for more service in the future. Here are three strategies you can apply to your contact center to treat them better:

  1. First contact resolution – Customers do not want to be shifted from one person to another. Being able to have internal tools for your agents to be able to get information and answers to customers without having to transfer is critical in maintaining an efficient contact center. Chatting with other experts within the company is a great way to resolve things.
  2. Know your customer – When a client dials in or contacts a company via email or web submission, the inquiry needs to quickly re-route to the department that can assist the customer.If an email is being submitted to the company, a customer is looking for acknowledgement their email was received or the customer may think they are not valuable as a client.
  3. Don’t make them repeat – There is nothing worse than a customer entering their account number or information and immediately repeating back to the live contact on the phone the same information they typed. The faster the account information is routed to the contact center agent, less time is spent on customer interactions and quicker resolution. Furthermore, the customer gains trust with the company’s service center and is more likely to remain loyal.

These fundamental strategies are primary concerns of dynamic call centers. Co-nexus can help you gain insight to applying these strategies by simply having a conversation with us. Click below to have a representative reach out to you!