After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. One way I do that is by teaming up with the company’s Quality Assurance team. When working with the quality people to help make sure employees apply the soft skills I teach them, I find six typical mistakes. Here are the Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers.
1. Calculus-Difficult Scoring
In my last contact center job, the Quality Form that was in place when I started made me dizzy. One had to subtract, divide, and multiply to get the final score. My Dad, a retired mathematics teacher, may as well have created this form as an algebra project in word problem form for his middle school students.
Make scoring and interpreting your monitoring data as easy as reheating pizza in the microwave. Yes, I’m serious. We’re not preparing six-course culinary brilliance. We’re just trying to measure the customer experience.
2. Needlessly Long Quality Form
I remember sitting down with Ava, a customer service supervisor, to discuss her Quality Form. It was a stupendous seven-page mess. The form evaluated everything from dead-air space to the accidental use of “uhs” and “ums.” My reaction was, “What the actual?” If your Quality Form is more than three pages, you need to cut the drama and ask yourself, “What problem are we trying to solve?” Measure only standards and objectives that help you achieve the sound, flow, and feel in interactions that reflect the soul of your brand. Ditch everything else and get that form to three pages or less. If you need help with designing your quality form, get a seat in my August 9th webinar where I walk through the quality form components and give out sample forms.
3. Monitoring Sans Coaching
Reviewing employees’ interactions and giving them guidance on how they’re doing go hand in hand, like a wick and flame. This seems obvious, but you’d be surprised to know how many companies take the time to rate customer service contacts – and then penalize employees for lousy performance without bothering to meet and discuss variances with employees. Employees expect and deserve feedback and guidance on their performance.
4. Skipping Calibration