Which
of these 7 mistakes are you making with your call monitoring
program?
1.
Monitoring an arbitrary number of contacts. It
is irresponsible to arbitrarily pick a number of calls to
monitor each month or each week. Your sample must be
representative of total contacts handled to ensure that you
truly are monitoring to ensure quality.
2.
Not calibrating. Every
person who monitors calls sees and evaluates standards
through their own frame of reference. One supervisor may
deduct points for an “improper” salutation, while
another might rate the same salutation a “perfect
score.” You MUST calibrate in order to reach consensus on
what each dimension on your monitoring form looks like,
sounds like, and feels like.
3.
Failing to hand over call data to employees. In
litigation, prosecutors are REQUIRED to turn over all
evidence to the defense. As a supervisor, you are obligated
to turn over contact evidence to your employees. This
evidence may include a recorded call, Mystery Shopper score
sheet, or detailed notes from the customer’s account of
the conversation.
4.
Letting too much time pass before you meet with agents to
discuss calls - or worse, not meeting with agents at all. In
order to bring about significant and lasting performance
improvement, Agents needs timely feedback. Lengthy gaps
between monitoring and feedback tend to really tick Agents
off and rarely results in performance improvement. 5.
Monitoring infrequently. To be most effective, contacts must
be monitored at regular intervals. Otherwise, it’s easy
for supervisors to lose momentum and for agents to resist
the program even more.
6.
Using a lengthy and complex monitoring form. Your
monitoring form needs to be brief, crystal clear, and it
should use a very simple scoring process.
7.
Recording calls using old-school technology. Ordinary
recording devices can be cumbersome ,time-consuming, and in
general, a burden to supervisors.
Making
even one of these mistakes could lead to serious Agent
resistance and make your entire monitoring program a futile
exercise. View my Call Center Monitoring web seminar
recording o to pick up vital skills to improve your current
call monitoring program.
