WFM: Continuous Improvement with Quality Monitoring
Workforce management tools offer a perfect compliment to call centers because they empower agents to be more productive and complete their tasks while helping managers to track and improve outcomes.
The benefits of quality monitoring tools extend beyond being able to notice areas of improvement to offering the opportunity to change procedures based on analytics and data for further opportunities and success.
Monet Software (News - Alert) CEO Chuck Ciarlo recently revisited this topic in a blog post where he highlighted some new ways to approach quality monitoring if your call center is still struggling to succeed.
First things first, there needs to be clear definition of what success is. Define a good call and be sure everyone understands what they’ll need to do to achieve that goal.
Ciarlo also notes that it might be time to focus in on one task at a time when it comes to quality improvement. If you’re recording calls and analyzing data and find something that needs to be addressed, the idea is to focus only on fixing that one element for an entire month and dedicate the resources and time to getting it fixed. After a month, and when you see a positive change happen, only then should you move on to another issue to address or change.
While you may not be focusing on a fix – it doesn’t mean to completely ignore those things that require immediate attention. Go over best practices with your team in a quick daily meeting instead of waiting a whole month to talk about those things that need attention.
Another thing you might want to look at as causing quality issues is the agent scripts. Its good practice to review and refine those when issues are arising based on what the script is telling agents to say to customers.
As with any business, some relationships are more important than others. If you have repeat customers or those with a greater chance of doing business or spending more, maybe you consider them higher priority and you should be able to identify and be ready to help those customers as the calls come in.
Rewarding agents for positive feedback from customers and offering incentives for those who are delivering quality care is a great way to drive momentum and create excitement around delivering quality care.
What are you doing to monitor quality in your call center?
Edited by Alicia Young