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Steps to design an effective quality monitoring process

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.

Goals and objectives
Goals and objectives

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.

Educating the agents about the process
Educating the agents about the process

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

Call monitoring
Call monitoring
4. Conduct a monthly audit procedure:
Conducting a quality audit procedure can help examine the various qualities and skills like adherence to processes, product knowledge, call control, courtesy, empathy, accuracy, and clarity of voice. The scoring evaluation should be capable of reflecting the goal of a contact center. Moreover, scorecards or quality monitoring forms should be arranged by categories.

Call scoring
Call scoring

5. Make use of process maps:

Consider creating and documenting a process map for the call center’s quality monitoring system. The document should describe responsibilities of people, their roles, and the techniques/tools to be used. Calls recording should be employed and the agent must listen to his/her own calls from time to time to conduct a self-assessment.

Process map
Process map

 

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All you need to know about call scoring

Call scoring is a process that enables you to derive additional benefits from efforts to analyze recorded calls for information. This process can benefit customers, agents and company sales and marketing plans. It provides a systematic means to conduct these reviews and identify the weakest areas of agent performance. Moreover, it lets you know the steps necessary to improve the agent’s performance.

An example of call scoring
An example of call scoring

Contact center call scoring can be regarded as a useful training and management tool. Scorecard is an essential element in the entire process. Using this scorecard and setting contact center standards, you can improve your contact center performance. Call scoring can be done by determining whether:

i) the customer was met with a friendly greeting or not

ii) he/ she was asked their name and was it used during the call

iii) the agent keeps a positive attitude across all customer contacts

 

Call scoring tools
Call scoring tools

 

The very first step in the call scoring process is to determine what elements are important in each customer engagement. This is followed by a process of knowing how each effort should be scored against these pre-determined criteria. As a matter of fact, most of the scorecard elements are fairly standard and are derived from dividing a call into segments. Moreover, the calls can be scored on a 1-10 scale, or 9 in the form of A-F letter grades.

Example of scorecard
Example of scorecard

A basic open-middle-close format is employed in many companies. This approach focuses on determining:

i) how the customer is greeted

ii) how the problem or question is resolved

iii) how the call ends

iv) whether the agent was able to answer all questions

v) whether the agent was friendly when the caller was hostile

vi) if any upsell opportunities were missed

Once the scoring has been done, the results can be shared with each agent. Additional training can also be scheduled in cases where the agent performance falls below the expected level.