Everything Contact Center Managers Need to Know About Quality Call Center Monitoring – On-Demand Video

Quality Call Center Monitoring – On-Demand Video 

Fine-tune your call monitoring program. Pick up vital new skills in quality contact center monitoring.

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In contact centers, a robust quality call monitoring program makes all the difference. A poorly conceived plan 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.

Call Monitoring Agenda: 

The Monitoring Form: Simple tips and tricks that will position you to design (or enhance) your form like a pro! 

  • I’ll explain the five essential and straightforward components you MUST have on your monitoring form
  • Benchmark monitoring forms from superstar call centers
  • You’ll even get a sample email correspondence monitoring form
  • We’ll examine how to efficiently use Yes/No and Numerical scoring

With the discussion and information from the webinar, we are ready to get started and have even scheduled our first meeting to get it underway!

Debbie Riley, Consumer Affairs Supervisor, Giant Landover

Taking the Madness Out of the Method: What is the best way to monitor agents?

  • Get answers to your most pressing questions like “how often should we monitor?” and “how many calls do we need to monitor?”
  • Explore the 3 most useful call monitoring methods, including the pros and cons of each approach
  • Don’t get left behind…review cutting-edge advancements in call monitoring technology
  • Get more out of your monitoring software: Explore new trends in multiple
  • Get my resource list on the best call monitoring software packages on the market
  • Bonus:  I’ll supply you with a link to 100 questions you MUST ask any and all potential vendors of an automated quality monitoring system…proactively asking these questions can keep you from investing in a solution that is not a good fit for your needs and spare you from many sleepless nights and headaches down the road.

Making Sense of Measurements

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  • Learn to distinguish between styles and standards so that your evaluations are legally sound and fair (not to mention, more comfortable on you)
  • Establish clear, valid and measurable performance standards
  • Find out what’s off limits for measuring in quality monitoring and why

Your seminar has given me the tools to build {a} new incentive program.  I’m sure that my operators will appreciate the scoring process as well as the incentives.  I will appreciate the opportunity to be a better coach.

Jeri Chandler, Ivie & Associates, Inc.

Overcoming One of the Biggest Threats to Effective Coaching and Getting Agent Buy-In to Monitoring

  • I’ll reveal the one –and only- solution to solving the problem of inconsistent coaching among contact center supervisors
  • Explore 7 field-tested and proven tips (straight from the world-class centers of some of my clients) for overcoming agent resistance
  • We will review 8 common objections agents have to monitoring, and I’ll tell you exactly how to respond to every one of them

All About Calibration: Getting Every Supervisor On the Same Page: Nipping the consistency challenge in the bud

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  • Find out why it so easy for every supervisor to see (and rate) calls differently —and discovery what you can do about it
  • You’ll  get my 6-step easy method for holding productive calibration sessions that will ENSURE consistency among all supervisors who coach
  • Learn to distinguish between styles and standards so that your evaluations are legally sound and fair (not to mention, more comfortable on you)

Exceptional Value

Wondering how my registration fee compares to others? The  Resource Center for Customer Service Professionals currently has a seminar available called Monitoring and Coaching for Improved Call Center Performance. It is offered at 8 locations throughout the US at various times during the year.  The cost is $1,475 per person. If you had five supervisors attend, it would cost you $7,375, plus the travel expenses of each supervisor. My webinar delivers the same relevant content for a mere $299 for an UNLIMITED number of participants.

Quality Call Center Monitoring

Fine-tune your call monitoring program

Pick up vital new skills in quality call monitoring 

On-demand. Immediate download. Immediate viewing. Save and have it forever.

Download fee: $299. Purchase now.

“I really do love your webinars, Myra. They are very well done and extremely beneficial. I always find little helpful hints in your information.”

Kristy L. Bolen
Project Manager
Carlson Hotels Worldwide

 

What is quality monitoring calibration and what are the benefits?

What is calibration  in the quality monitoring process and what are the benefits?

What exactly is quality assurance calibration and why would a contact center need to do it.

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Myra’s answer to What is calibration and what are the benefits?

The dictionary definition is…

  1. To check, adjust, or determine by comparison with a standard (the graduations of a quantitative measuring instrument): calibrate a thermometer.
  2. To make corrections in; adjust: calibrated the polling procedures to ensure objectivity.

To calibrate is to gain consensus, as a  team, on what a quality contact (phone call, email, chat, letter) sounds like, looks like, and “feels” like so that every evaluator is rating the calls the same way.

Evaluators meet on a regular basis to “check, adjust, or determine by comparison with each other the standards set forth by the call center.

Some of the benefits of calibration include:

  • It improves the consistency among everyone who monitors.
  • Helps protect evaluators against being accused of favoritism.
  • It actually serves as a quality assurance mechanism for improving the quality monitoring process.

A few months ago I hosted a webinar entitled Call Monitoring and the recording is now available. This program has dozens of tips for more effective call monitoring, agent coaching, and it discusses call monitoring technology. I encourage you to take a look at this program, as it may give you great insight for your current challenges.  View my call monitoring training outline.

When calibrating for quality call monitoring, do you suggest calibrating scores only or also the coaching?

Q. My team meets weekly for a 60-minute calibration and we focus solely on the scores on the monitoring form. But it has occurred to us that we may not be consistent on the comments we individually share with our agents. Do you know if most call centers calibrate scores only or do they also calibrate the comments they share when coaching each attribute on the monitoring form? 

Myra’s answer to When calibrating for quality call monitoring, do you suggest calibrating scores only or also the coaching?

Great question! For optimum consistency I recommend calibrating BOTH the scores and the verbal comments about each dimension on your quality monitoring form. Warning…this gets complicated and very time consuming. But when you get consistent as a team on how you coach each dimension,  you’ll find that both quality of calls and consistency of coaching improves dramatically.

A few months ago I hosted a webinar entitled Call Monitoring and the recording is now available. This program has dozens of tips for more effective call monitoring, agent coaching, and it discusses call monitoring technology. I encourage you to take a look at this program, as it may give you great insight for your current challenges. View my call monitoring training outline.