Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

TRAINING IN CONTACT CENTERS

How To Enter the 2020 Members' Choice Awards - For Vendors

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

EMPLOYEE ENGAGEMENT

HOME AGENT TECH & ENVIRONMENTS

Aligning Your Quality Program and Customer Experience: 3 Design Essentials - Alorica - ContactCenterWorld.com Blog

Aligning Your Quality Program and Customer Experience: 3 Design Essentials

Quality Monitoring exists in almost every contact center. Done right, it can be a goldmine for feedback and coaching for front-line agents, and action-oriented data back to the business. An EGS eBook by Pam McGlone, “What the Bleep Should I Do with All this Data” addresses how companies can effectively use the data they gather.

But building a Quality Monitoring strategy that truly identifies opportunities to improve Customer Experience takes thoughtful design if an organization wants to operationalize a genuinely customer-centric strategy.

There are three critical considerations to include when implementing a Quality Monitoring process that can transform Customer Experience:

1. First up, deal with issues NOT actually resolved

The greatest indicator of overall customer satisfaction is issue resolution. So inversely, issues NOT being resolved are likely to cause the greatest negativity to Customer Experience.

In an EGS infographic by Mark Fortlage, “Key Performance Indicators (KPIs) for Customer Care – Are You Measuring the Right Things?” research indicates that the most important factor in customer satisfaction is resolution.

Always include the simple Yes/No question such as “Was the customer’s issue resolved?” on your monitoring form. Have your Quality team score this question from the customer’s perspective. If the answer is “No,” capture why there was no resolution, beginning with the simple designation of whether the issue was not resolved due to an “agent” (such as, the agent not using the correct resource) or “non-agent issue” (such as, there is a known product defect).

2. Replace weighted scoring with two simple measurement buckets: Customer-related and business-related

Traditional monitoring programs aim to give a single overall score indicating performance. Examples include:

  • Points: “You achieved 90/95 points on this monitor”
  • Percentages: “You achieved 95% on this monitor”
  • Other symbols: “You achieved 4/5 stars on this monitor”

However, the weakness with this approach is that it attempts to boil monitoring performance down to one number, through weighting of different line items (e.g., from “Did the agent use the correct greeting?” to “Did the agent verify the customer’s identity before making account changes?”). This creates the potential of unclear or misguiding performance results since line items that may have an extreme impact on Customer Experience and those that have no impact on Customer Experience are forced together.

We solve this challenge by separating Quality Monitor form line items into two buckets: “Customer” and “Business.”

  • Line items that show clear correlation to customer satisfaction and issue resolution are designated as “customer-related” line items
  • Line items that do not directly impact the customer: case logging, verbatim reading of call closing script, etc. are designated as “business-related” line items
  • Performance is reported by category, so upon initial glance at performance data you can compare your Quality Monitoring “customer-related accuracy” and “business-related accuracy.” You are quickly able to gauge your program’s ability to deliver a positive Customer Experience

3. Keep it fresh

Quality Monitoring programs can get stale quickly, so keeping pace with the changing needs of your customers is critical to staying relevant.

  • A great way to ensure the short-term success and long-term failure of your Quality Monitoring program is to build it based on your current data, but fail to frequently update the process based on new information
  • Certain line items may make sense for your current business and customer base, but as customer-facing challenges are faced and resolved, new issues may arise. It’s important to always stay on top of any changes in your customers’ expectations

And for extra credit, a couple other things to think about:

  • Shorter is better: Create line items that truly impact the customer or business. Using a form that is long and composed of many non-critical line items will negatively impact both Quality team efficiency and morale.

Read other EGS Insights to learn how to enhance your business processes and improve Customer Experience.

Source: http://www.egscorp.com/insights/blog/2016/02/15/aligning-your-quality-program-and-customer-experience-3-design-essentials/

Publish Date: February 15, 2016 5:00 AM


2020 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608
 



View more from Alorica

Recent Blog Posts:
Taking a Bite Out of Churn, One Customer at a TimeJuly 14, 2016 5:00 AM
How Do Analytics Factor into Acquiring & Retaining Customers?May 25, 2016 5:00 AM
Creating Long-term Outsourcing Partnerships: 3 Important ElementsMay 18, 2016 5:00 AM
Revenue Generation, Meet Dialer ManagerMay 18, 2016 5:00 AM
Outsourcing: The Cure for What Ails Your CompanyMay 11, 2016 5:00 AM
Simple Ways to Improve the Patient Experience – Are You Leaving Opportunity on the Table?April 12, 2016 5:00 AM
Aligning Your Quality Program and Customer Experience: 3 Design EssentialsFebruary 15, 2016 5:00 AM
Strategic Onboarding: Are you making these common mistakes?February 5, 2016 5:00 AM
Alorica Wins Big at 2015 North American Frost & Sullivan EventJanuary 20, 2016 5:00 AM
4 tips to strengthen IT customer service responseDecember 3, 2015 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 11035 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =