Quality Monitoring

Quality monitoring is a key determinant of managing contact centre performance as it measures Customer Experience. As far as customers are concerned, they judge an organisation on the overall end-to-end outcome of their enquiry – in particular did they get to speak to someone who was knowledgeable and friendly who could resolve the query and did the promised resolution actually happen?

Having the right approach to quality monitoring helps to achieve better results. It is an accepted fact that superior Customer Service leads to not only more loyal customers but also customers who will recommend your services to others. In any service business, success is dependent on the consistent execution of your processes by all of your staff – and for the call centre this means getting every call right.
 

People focus

Quality monitoring allow you to differentiate your Agent Performance. Within any setting, people carrying out the same task naturally achieve different levels of performance. Even though all may have received the same training, their performances will differ. With the right Key Performance Indicators in place that reflect the effectiveness of your call handling procedures, it is possible to report and measure the spread of call quality performance in your operation.

Understanding the nature of these differences then provides a focus for Team Leaders. Once you know who the best performers are in your call centre teams and those that need some help, your Team Leaders can then provide focused mentoring and support for their Agents. Given an understanding of what makes up the ideal call structure your Team Leaders will then be able to ‘zero in’ on those specific elements of the call handling process where each individual Agent needs support.

The good news is that technology tools are now available. In the quest for continuous improvements in call quality, contact centre operations use a structured assessment process of analysing a sample of calls and emails. Indeed, once you are collecting call recordings then you are sitting on a goldmine of business information. With a structured process in place to assess calls and emails and also to review the reasons for success (compliments) and failure (complaints), then you have the ability to continuously improve your Customer Service performance.
 

Skills assessment

A key area of quality to exploit is skills assessment. As contact centres require their agents to increasingly become multi-skilled, it is now even more important to understand the competencies of your staff and their knowledge gaps. The new Genesys Skills Assessor helps companies to understand any skill gaps by pushing assessments in the form of tests and knowledge updates – such as multiple choices quizzes, video tutorials and longer form essay questions – to agents for them to complete. The results give a true picture of an individual’s skills and their training needs, with dashboard reporting providing a statistical snapshot of employee capabilities.

This is the final piece in a jigsaw that has call quality as its overall picture.
 

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