Quality monitoring best practices for 2016
How have new trends such as mobile affected quality monitoring best practices for 2016?
We can all agree that the growth of mobile devices has been nothing less than phenomenal. Over the past few years, mobile devices have transitioned from a secondary means of communication to the preferred means of communication. Virtually everyone on the planet owns at least one mobile device, be it a smartphone or tablet.
This migration to mobile has not only changed how consumers conducts their business but also how the business conducts its business. In a relatively short amount of time, businesses have moved from conducting business strictly face-to-face to conducting a large portion of their interactions online through their websites. In fact, so much business is done via mobile devices, that businesses are now having to devise an entire mobile marketing strategy.
Quality monitoring and mobile
So, how does this trend affect the quality monitoring of customer service interactions within the call center? Good question! In a recent article on TMCnet.com, researchers polled 576 people to help determine this very question. Of those 576 polled, it was determined that phone and e-mail are the top two channels for interacting with agents. It was also determined that contact centers still use customer feedback to improve procedures in their organizations. So while mobile has provided a new means for interacting with contact centers, it has not changed how the contact center operates.
Quality is channel-agnostic
When consumers make contact with a business, they still want to deal with a person at the other end. The device of choice, really makes no difference. Additionally, from the call center’s perspective, the need to monitor these interactions and the means by which data is gathered has remained a constant in the wake of significant change. Contact centers still need to gather data on customer satisfaction, agent performance and a variety of other metrics. When it comes to monitoring the quality of the customer interaction, it really makes no difference what device the customer used to contact you; what does matter is that the interaction IS monitored for quality.
Quality monitoring best practices for 2016
So, in this ever-changing technology climate, what are some of the constant and unchanging principles in quality monitoring? The online magazine CallCentre Helper offers some great tips on this. We’d like to share a few of those here:
- Spot problems Monitoring is as much about spotting problems as it is amplifying what the call center is doing well.
- Unused data is pointless Make good use of the information you gather.
- Get the small things right Regular quality monitoring can help prevent bad habits from seeping in and is a great way to maintain best practices of proper greetings, adhering to call-structure and using positive phrases throughout the call.
- Use independent eyes and ears Use an independent call monitoring facility. Objectivity can be difficult if the monitoring is carried out by your own people. By using an independent company, you can get a more objective view of how your agents are doing.
This article offered many tips on quality monitoring from various leaders in the industry that you can check out here. Of these tips shared, our personal favorite is the last one: hiring an independent quality monitoring firm.
Why independent quality monitoring?
It’s no surprise that HyperQuality is a big believer in independent quality monitoring, since we conduct over eight million independent agent evaluations a year! But here’s our list of the top five reasons to engage an independent quality monitoring firm:
- Unconscious bias We all have biases, some of which are unconscious. An independent, third-party firm will rid your evaluation and quality assessment of those biases and focus exclusively on improving agent efficienty.
- Sample size It’s sometimes difficult to admit, but most call centers don’t actually listen to the industry standard of 5% of all calls. Goals, holidays, paperwork and other seemingly more rewarding tasks get in the way of consistent, ongoing quality evaluations.
- Sample quality Many of the managers we spoke with confessed they take shortcuts to try to stick to the 5% call volume rule–such as only listening to shorter calls in order to make the monitoring and evaluation quota and still make it home in time for dinner! A third-party firm will focus strictly on evaluations and give you the most representative sample.
- Reducing the time sink We often say that we “do the heavy lifting” of quality evaluations and monitoring for contact centers. Let’s face it–listening to that 5% or 10% of call volume is a huge time sink. So why not outsource it to a firm that specializes in quality and can deliver results within 24 hours?
- Online access Many quality firms offer evaluations in the cloud, through an online portal that can be accessed 24/7. So no need to wait for a report to be emailed–you can access and slice and dice your agent evaluation information six ways from Sunday to determine your best approach to quality coaching.
However you conduct your quality monitoring and evaluations, the key is to be as consistent and timely as possible. As we say, quality is a process of continuous improvement. There is undoubtedly a lot you’re doing well, and evaluations and quality monitoring can help you to be EvenBetter every day.