Workforce Management Featured Article

To Improve Processes and Make Customers Happy, Try Quality Monitoring in Your Workforce Management Strategy

How do you know that each and every one of your customers is enjoying a quality experience when engaging with your brand? You likely have specific controls in place for pushing out your key messaging through marketing channels, but what about your staff? How do you know for sure that they are delivering the kind of experience your customers have come to expect from your brand?

Likewise, once training is done on a new hire and they are set loose to interact with your customers, how do you know they are delivering on all expectations? Workforce management solution provider, Monet Software, spends a great deal of time focusing on the market and delivering solutions that companies need to meet customer demands in the call center industry. While these demands often include instant response from call center agents and first call resolution, it can also include quality monitoring.

In the customer interaction, quality monitoring can focus on a number of things. You may want to measure the effectiveness of the script, or the response received from the agent when a customer asks a question. Perhaps you’re looking for whether or not the agent acted upon buying cues for upsell or cross-sell opportunities. You may also want to know whether or not the agent went above and beyond to make the customer happy or that they followed PCI (News - Alert) guidelines to the letter.

All of these elements are easily captured with quality monitoring and can even be tied to customer accounts for later review. Depending upon the core focus of the review, you may make it part of overall coaching or conduct live monitoring to ensure compliance. Workforce management often focuses on the success of the agent, success that is more readily achieved with the proper training.

While quality monitoring helps you know how agents are treating your clients, it also allows you to make adjustments where necessary to the script and train according to service deficits in performance. If you record the call, different departments responsible for different aspects of the interaction can measure where appropriate. For instance, your compliance department can check for PCI performance, while quality assurance can check the process against Quality Score Cards.

Most importantly, have a goal for the use of this monitored activity. After all, it takes money, time and effort to conduct any type of monitoring and should be producing results that make an impact on the call center overall.

Whether your goal is to simply improve the time spent on the call, measure customer satisfaction or to allow for integrated training and coaching sessions, measure performance according to these goals and then make adjustments as you go. You’ll not only get a strong return on investment from your quality monitoring, you’ll also create an environment of consistent improvement.