Quality monitoring process aims at evaluating the agents in an effective manner. It is employed to identify the calls failing to meet predefined standards. Thereafter, you can make informed decisions to make the process better, faster and quicker. The following steps need to be followed when trying to design an effective quality monitoring process:
1. Determine and define the objectives:
The very first step of this process is to determine important goals. Once it’s done, these goals need to be defined along with intended results. Based on the goals and intended results, tasks should be assigned to the various individuals.
2. Educate the agents about the process’s merits:
When you decide to install a quality monitoring system, you may face resistance from the agents. You can combat this problem by explaining the merits. This would encourage them to support you.
3. Call selection:
Non-routine customer calls need to be selected for greater effectiveness of your QA program. These calls include the ones:
i) that were transferred multiple times
ii) those were either shorter or longer than usual
iii) that originated from certain geographies or customers
iv) that involved some particular activity on the PC screen of the agent
5. Make use of process maps: