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Mystery Shopping Adds Compelling Angle to Quality Monitoring

3rd Party Remote Call Monitoring Feature

November 22, 2016

Mystery Shopping Adds Compelling Angle to Quality Monitoring

By Tracey E. Schelmetic, TMCnet Contributor

So you’ve hired a batch of new contact center agents, and you’ve trained them. Now they’re ready for the phones. But, you might spend your sleepless nights wondering…are they really ready? Having new agents “cut their teeth” on customers isn’t an ideal situation, but contact center agents need to be deployed on live calls sooner or later.


To avoid losing more sleep, ensure you have a rigorous quality monitoring program in place. Speech analytics in your quality monitoring solution can catch problems and red flag them in real time, but this will cover only the most egregious problems (shouting, profanity, talking over the customer). If your agents simply aren’t hitting the right tone, or are failing to empathize with customers, how will you know?

Third-party call monitoring can be an ideal way to keep an eye on the quality of calls (and other contacts) your agents are handling. Solutions providers such as BPA Quality offer a full set of services related to quality monitoring, including inbound and outbound quality monitoring (via live humans who listen to calls); chat, email and social media quality monitoring; legal compliance and adherence; service support and process evaluations and verification audits.

These services can help you understand how your agents are doing, whether they’re sticking to the rules (or scripts), if they’re hitting the right elements, and if they’re offering the right amount of patience and empathy. If you’re looking for a wider view of the quality of the customer experience you provide, however, mystery shopping may be the way to do it.

“Mystery shopping provides a unique perspective to your customer contact activities by targeting specific skills and behaviors,” according to BPA Quality.

It works like this: expert analysts pose as customers and interact with your agents and your self-service solutions. They present themselves as customers in a wide variety of situations that require specific responses, allowing the company to fairly and accurately measure agent and system performance. Mystery shopping can test to see if a new technical training program is being absorbed; test how new projects are being delivered by agents or received by customers; test the raw sales skills of your sales agents; or identify if they are following proper security procedures, for example.

Third-party remote call monitoring service providers who offer mystery shopping can deliver detailed experience reports with quantitative and qualitative insight designed to help a company refine its customer engagement strategies. Outputs can be used to change scripting, target coaching, refine training, reposition product messaging and adapt customer contact channels.

The goal of mystery shopping is to find barriers to the customer experience that might not be so obvious from in-house analytics or quality monitoring solutions. It can also help companies find opportunities they may be missing along the customer journey: upselling, or cross-selling additional products or services, for example.

“The interactions between your customer facing teams and customers shape your business, and in today’s competitive market place having a detailed understanding of these interactions is key to delivering business success,” according to BPA Quality. 




Edited by Alicia Young
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