Easily Develop Comprehensive Call Center Monitoring Procedures
Using Speech Analytics Technology
Businesses that make the investment in call center monitoring technology should get all they can from the data they collect. In the end, it’s not simply mining data that matters but what you do with it. Everyone involved in managing a call center should understand the quality monitoring process. Here are five important steps that you can establish with a cloud-based speech analytics solution, and follow in an effort to monitor every employee-facing department in your business or call center:
- Create a scorecard of preset metrics for supervisors and departmental monitors to use. It may be helpful to receive input on these metrics from business partners, managers, customers and customer service representatives to make sure you’re covering all aspects and elements of the conversation that you want to analyze.
- Monitor the calls using the scorecard you have developed as your guide for script compliant calls, or upsell calls, or any other communications your business is having with your customers. Was the representative courteous? Did he attempt to upsell a product or service? Did the agent follow the correct escalation procedures if the call came to that? These analytical bits of data will also come in useful when your supervisors and managers are undergoing performance reviews.
- Score the call according to the rubric you selected and published, and which customer-facing employees are aware of and following in order to meet their goals and quotas. Avoid changing or adding to the metrics you’ve established, otherwise you could face unsatisfied and disgruntled agents, and more damaging could also be false metrics, which could skew analysis and reporting data.
- Be sure to make use of the information and insights you’ve collected through the monitoring and scoring process. Use the accumulated results to redirect employees’ focus. The data you capture by monitoring and analyzing agents will give you backup to address weak areas with further training, make changes to a company script, and potentially redefine call-handling procedures.
- Confirm with managers that they understand the monitoring and scoring process by having two managers monitor and score the same call separately to gauge if supervisors and managers are on the same page – this will help set benchmarks.
With a few useful tips, you can improve the quality of your monitoring without a lot of extra expenses or complicated processes. Good call quality monitoring shouldn’t focus only on the negative. Don’t forget to highlight the positive actions of your employees as well as addressing problem areas. Uncovering positive aspects of your approach to customers, and excellent agent interactions with your customers will have additional positive influences on your business, too.
To take this more in-depth look at quality within a call center, and specifically assess agent performance, a company needs to have the right technology in place to efficiently and comprehensively monitor customer-agent conversations, evaluate the ‘voice’ of the customer, and accumulate the data necessary to analyze customer feedback. And, there needs to be a procedure in place and followed by all departments and team members involved, to make the technology effective.
Laura Noonan has 20 years of experience leading the marketing team at CallFinder, delivering telecommunications solutions and cloud-based marketing technology tools including call recording and speech analytics, sophisticated call routing platforms, call tracking metrics, and Custom 800 toll-free number service. Contact Laura at 1-802-860-0378 or email lnoonan@mycallfinder.com.