Quality Monitoring in the Contact Center
Illustration by Justin Putnam

Our latest webinar, Bringing Quality Monitoring into the heart of the Contact Center, was packed with an array of knowledge and best practice techniques on the topic of quality monitoring (QM). On the back of this, here is a bite-sized version of the most valuable takeaways from the day.

Refining the QM Performance Cycle

Step 1: Analyze/Evaluate

The QM performance cycle is something most contact centers will be familiar with. However, most contact centers are failing at step 1. According to our latest report, The State of Quality Monitoring—2017, non-voice interactions are not being as closely monitored as calls. For example, only 32% of contact centers are evaluating web chat interactions and just 48% are evaluating email. Clearly, there is a disconnect between the analysis of non-voice interactions and in a multichannel world this disconnect will prove detrimental.

TIP: All customer touchpoints, regardless of whether they are voice or non-voice based, should be evaluated throughout the QM process. Missing out on these touchpoints will create a disconnect.

Step 2: Data Analysis

Data Analysis is another important part of the QM performance cycle. However, QM reporting should benefit the whole business and not just the contact center team. Marketing & sales for example, will benefit greatly from information captured from customer interactions in helping shape communications and product development.

TIP: Before starting any type of QM reporting or analysis, stop and think. What is the purpose of this program? What do you hope to achieve from this? A well-thought-out strategy will help to define who else in the business will benefit from QM, helping integrate the QM program as part of an overall business strategy.

Step 3: Coaching & Business Improvement

A QM program should be part of an overall business improvement program. When training and coaching is carried out on an ad hoc basis, it is certain that it will not connect to nor reflect the business goals that drive the operation. The majority of contact centers fall into the trap of perceiving QM training and coaching as a one-off procedure. Another problem with the training is that the knowledge and expertise acquired is not being successfully handed down to colleagues as people inevitably leave and new people join. Without a solid QM training program in place to begin with, the “hand-me-downs” of QM training are slowly being lost and best practices weaken.

TIP: Continuous QM training programs should be instilled into the business. Training courses should be scheduled quarterly, biyearly or yearly (depending on preferences). This will ensure a legacy of good practice and knowledge regarding QM to be passed on.

Step 4: Benchmark/Redefine

The last step of this program is to take a step back and benchmark/redefine your QM strategy and evaluate your outputs. If you follow the correct procedure for the QM performance cycle, you should reap the rewards you are looking for.

To sum up, here are 4 “must-haves” your QM program should have:

  1. Consistency: Consistent guidelines and processes behind the QM program across all customer contact touchpoints.
  2. Technology: Relevant tools and software, such as call recording, speech analytics & QM software, which will jumpstart your program.
  3. Training: Continuous training for everyone involved in the QM process. This includes agents, team leaders, managers, etc.
  4. Commitment: Keeping up the commitment and drive for the QM program.

Finally, we wanted to leave you with our favorite golden QM tip of the webinar: Reconsider your quality evaluation forms. Most QM forms provide quality guidelines for a neutral service when really they should be evaluating for a “WOW” service, where your agents are going above and beyond to satisfy customers and improve loyalty.

Brent Bischoff

Brent Bischoff is a Quality Management Consultant & Trainer at Business Systems (UK) Ltd. and has been involved in the contact centre industry for the last 20 years. Brent is responsible for Contact Center consulting for quality management. To date, Brent has worked with many customers at various stages of quality development to ensure they are maximizing their contact center’s full potential. He is also responsible for providing all product training on Call Recording and Contact Center systems. He is qualified and regularly delivers training on NICE, Redbox, Verint, Vocal and Opex Hosted contact center systems.
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