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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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Call recording and its significance: I

Call recording software records telephone conversations over PSTN or VoIP in a digital audio file format but it’s distinct from call logging and tracking. However, the software may include both recording and logging functionality. The actual recording takes place on a recording system with software for the management of calls and security of recordings. Most call recording software applications rely on an analog signal via either a call recording adapter or a telephony board. It offers a number of benefits to the call centers that use it. Some of those advantages are mentioned below:

1. Knowing agents’ struggles and helping them overcome them:

Call recording along with call scoring can be used for accurately assessing call center agent performance. While call recording helps gather qualitative data from customer interactions, call scoring helps gather quantitative performance measures. In other words, it helps managers gain a more comprehensive understanding of an agent’s performance deficits and proficiencies. They can know about agents’ struggles regarding various call types by analyzing call recordings. This also helps them to gain a comprehensive understanding of where the agent is going wrong. Thereafter, strategies can be employed to enhance agets’ performance.

Agents
Agents

2. Providing sales training to the agents:

Call recording and call scoring, together provide valuable insights into agents’ performance which can further be utilized to provide effective sales training to the agents. This training should include educating the agents about different tactics that can help improve customer service. For example, they can be taught about the correct ways of pitching a product to the customer. Calls of experienced agents can be played to trainees or junior agents so that they can gain points from it. Moreover, bad calls can be played to point out the things that affect the customer experience in a negative manner and should be avoided.

Sales training for agents
Sales training for agents