Here are some of the common mistakes we run across when our customers set up call monitoring forms. (i.e. Don’t do these things)
1. One size fits all scoring
Different lines of business and different types of calls should be measured differently.
It’s tempting to try and standardize across business units to ease the burden on your QA team, but in the long run the nuances of each call type will be overlooked and customer experience will degrade.
2. Too many metrics
Having too many metrics can add unnecessary complexity for everyone involved.
Pick the most impactful measurements and try to keep it below 15.
3. Too rigid
Scripting every possible response has luckily been going out of style for a while now.
Certain disclosures should absolutely require strict adherence but when you allow your reps to have a natural conversation with customers you’ll typically see an uptick in overall performance and morale.
Not to mention the positive effect on customer experience.
How you define your metrics and your expectations for your agents should be as clear as possible.
A good way to make sure your QA team and your agents are on the same page is to do regular calibration sessions where you compare QA scores to the reps' self-scored calls. You’ll quickly find out if there’s a disconnect.
5. Impossible metrics
There are some things that your agents just can’t influence.
Please don’t hold them accountable for a customer’s attitude.
Sometimes a customer is just going to be pissed off and stay that way. No matter what your rep does.
A much better metric would be a customer effort score or a customer satisfaction score. It’s better to measure how well the agent did her job instead of how happy the customer was.
6. Rely on manual scoring alone
Human intuition and insight are incredibly important but also very expensive to scale.
Most companies that use manual call scoring as their only approach are monitoring less than 2% of their call volume. No where near statistical significance.
The gap is usually huge too. If you use a sample size calculator for call centers and plug in your call volume for each agent you’ll almost certainly see that you are undersampling by orders of magnitude.
There are tons of solutions on the market today that include speech analytics along with coaching and feedback tools that will allow your QA team to analyze your agents’ calls at scale.
And the pricing on these solutions is getting more and more competitive. Do yourself a favor and demo a half dozen of them throughout the year.
Publish Date: June 16, 2021 5:41 PM
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