The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. The manager carefully crafted a monitoring form, which would be used to measure everything from listening skills to friendliness, to empathy. Each dimension on the score sheet was rated on a 5-point scale after supervisors listened to a random sample of calls between employees and customers.
Two months into the new quality monitoring plan, employees were complaining about the “fairness” of scores, supervisors were stressed as they struggled to find time to listen to calls, coach employees and record all the data.
Just 5 months after introducing the new quality plan, management acknowledged that the plan was thrown together without proper research or knowledge, it was too difficult to manage, and employees perceived the program as unfair. The entire plan was benched.
This, friends, is a really good example of how not to do a quality monitoring plan. Quality monitoring programs must motivate employees to perform at optimal levels, be easy to manage, and certainly they must be fair. Today I will explore with you 3 ways to Get Quality Monitoring Right.
One. Let Employees Listen to Their Own Calls
For Christmas we made a DVD for my parents. My children and I each spoke for about 3 minutes on what we are grateful for from my parents. When we were all sitting down at the computer editing the video, my 13-year-old son said, “I can’t believe I sound like that.” And “I want to do it over because I don’t like my posture.” Sitting at the computer, my son was able to self-evaluate and determine, on his own, what needed to be improved. It’s a lot like hearing yourself on the answering machine for the first time. Remember when we had those? Most of us hated how we sounded on recording.
When your employees hear their own calls, they begin to self-evaluate, and self-correct. Let them listen to their own calls. Before you coach the call, ask, “How did that call feel to you?” When you open this way, employees will automatically begin to coach their own calls, much like my son began to self-evaluate his performance on a simple DVD for his grandparents.
Two. Don’t Make It About the Scores. Make It About Coaching Employees to Optimal Performance.
So often I see management in companies coaching the numbers. “We expect agents to perform at the 86th percentile or higher…” Don’t coach in that way. The focus needs to be on helping employees perform at their best. Look for areas to help employees improve, like this: “Tonya, I’m noticing a lack of empathy when customers don’t have all of their ducks in a row. What I need to see from you is more patience, you giving customers options, and a sense of urgency in finding solutions for customers. Here are 2 examples of how you might do that…”
Always give specific feedback and specific solutions so that you truly help your employees perform at stellar levels.
Three. Keep Your Monitoring Form As Simple As Possible
A monitoring form that is long, say, 3 pages or more, is too much. Try to keep your form to no more than 2 pages. One page is ideal. You want to make quality monitoring easy for the supervisors and easy to grasp for your employees. Avoid partial points and subjective/grey areas.
On January 26th I am hosting a webinar, Quality Monitoring & Coaching.” In this webinar I share my famous template “9 Steps for Coaching Customer Service Employees,” I provide sample monitoring forms from companies like Zappos and even forms I have designed for my own clients, and we explore scoring, and the best monitoring methods. If you want to get Quality Monitoring Right, join me for this special webinar. Even if you can’t attend, get the recording. We send it out the very next day.
Here are the details on this webinar.
Quality Call Monitoring & Coaching
In this action-packed event (available for immediate download and viewing), we’ll cover the following:
- The Monitoring Form: Simple tips and tricks that will position you to design (or enhance) your form like a pro! (We’ll send you great sample monitoring forms ahead of the event to review)
- Taking the Madness Out of the Method: What is the best way to monitor agents?
- Making Sense of Measurements – Yes/No Scoring and 5-point scales, which is best for you?
- Overcoming One of the Biggest Threats to Effective Coaching – Employee resistance to feedback!
- My 9-Step Model for Coaching Calls (My clients have always loved this!)
- Getting Agent Buy-In to Monitoring (and Coaching)
- All About Calibration: Getting Every Supervisor On the Same Page, So You Can Nip Inconsistency in the Bud
Plus, Bonus Take-away Video: Managing to Eliminate Unacceptable Employee Performance
The idea behind the webinar is simple: To help you measure quality so that you can make corrections, and to position you to coach your employees to deliver the best possible customer experience.
Get Some Ideas and Plans
My webinars are famous for actionable take-aways. You’ll receive sample monitoring forms, get a blue-print for exactly how to coach a phone call and you’ll walk away knowing exactly how to respond to employee resistance.
Quality Contact Center Monitoring & Coaching – Video Training with Myra Golden
In contact centers, a solid quality call monitoring program makes all the difference. A poorly conceived program can result in de-motivated agents, frustrated supervisors, wasted time, and no improvements in quality. Join me for this encore presentation of a blockbuster webinar where you get cutting-edge advice on every aspect of setting up or fine-tuning your quality call monitoring program from the monitoring form to measurements to coaching to monitoring methods.
Join me and I’ll work with you to improve your overall customer experience through effective quality call monitoring.
This webinar will be helpful for you if you’re just starting out designing your quality monitoring program, if you know you need to make changes with your quality program, and if you are getting employee resistance to your current quality monitoring process.
Get just this webinar or sign up for our Full Access program and get this program, our other 9 recorded webinars and an entire year of learning with me, PLUS 10-licenses to my Customer Service Online Training portal for your employees, AND all of my Trainer’s Facilitator Kits. The choice is yours.
Sign up for this webinar, or get access to 9 recorded webinars plus the next year of LIVE webinars, Online learning for your employees and Training Kits as part of one price! Either way, it’s a good deal.
See you there?