Top 6 Pitfalls When Implementing A Quality Monitoring System
Is your quality monitoring system doing what you want?
Is it delivering the insights you expect and need?
If you said no, then it’s time to make a change. It’s time to either upgrade your existing system or implement a new one.
And you need to do it now—before more things fall through the cracks.
Having a good monitoring system for an inbound call center is crucial to boosting agent performance.
It helps increase coaching time, highlights critical service failures, and tells you if you’re rewarding the right behaviors.
It also produces significant cost savings, boosts agent engagement, and increases customer satisfaction—all while improving the consistency and quality of customer interactions.
Of course, implementing or upgrading a quality monitoring system is a challenge. But it doesn’t have to become an overwhelming task.
In fact, it can be a highly manageable one. Among the keys to keeping the task manageable is avoiding the 6 pitfalls described below:
1. Not enough time to evaluate calls
Scheduling evaluation time and setting targets on how many calls you expect evaluators to review per time period is critical. Generally, the more agents to be evaluated, the smaller the sample per agent is likely to be. This impacts accuracy.
Having a system that includes a replay speed function helps. This feature lets evaluators speed up calls by about 20% to 25% so they can handle more evaluations per time period. Adding planning and scheduling tools helps as well as does empowering employees to self-evaluate.
2. Inability to target calls for evaluation
With hundreds of incoming calls, finding the calls that can provide agents with insights and help evaluators determine problems is a challenge. Most calls are routine and don’t afford these opportunities.
Installing a system that allows for targeted monitoring of calls addresses this pitfall. Target monitoring lets you pinpoint key calls for evaluation—calls that greatly increase your chances of finding meaningful situations where insights exist.
3. Lack of sufficient coaching time
Evaluating agents is the first step. The second step is identifying training and coaching needs to root out bad behaviors and highlight effective ones. This effort must provide customized feedback for each agent to be helped.
Creating an agent learning center helps. It allows for self-training and self-evaluation so agents can evaluate their own problem calls. It also provides more transparency to the process.
Equipped with the right features, an agent learning center even lets evaluators (1) tag calls for review by agents and (2) create customized coaching reports with improvement objectives.
4. Evaluations perceived as unfair/unrepresentative
Without transparency, agents can get the feeling that there is favoritism or unfairness in the evaluations process. Employing calibration and reporting tools to track evaluations helps address this perception.
These tools not only let you generate reports designed to compare an evaluator’s evaluation process, they also help you identify training needs for evaluators.
5. Not accounting for external factors
Any good monitoring system takes into account factors beyond the immediate control of an agent, such as infrastructure failure or product malfunction. Adding screen recording helps better identify broken processes.
Screen recording gives you a “true 360 view” of the process. When combined with call recording, it enables you to pinpoint technical glitches that can cause call backs or agents to run over allocated time.
6. Having nothing that outlines aims
Quality monitoring is more than technology. It also requires a documented policy or framework defining what you aim to achieve as well as how you plan to achieve your aims.
Using a strategic quality framework, like that developed by The Professional Planning Forum, provides insights into this area that support the technology installed.
Implementing or upgrading a quality monitoring system for an inbound call center is a challenge. But it doesn’t have to be an overwhelming task.
Avoiding the 6 pitfalls described above helps create a monitoring system that does everything you expect and need, produces significant savings, yet remains a manageable task.
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