Imagine a call center with 3,000 agents, each making an average of 50 calls a day. Such a center has the opportunity to make over one million personal connections with consumers in a week. Even with these approximations, it’s easy to make the case that large contact centers have customer influence similar to, if not greater than, mass advertising campaigns.
Sitting on the front-line of customer experience, your contact center has the potential to delight consumers so much that they recommend products to friends resulting in incremental sales. In fact, millennials and Gen Z increasingly rely on online reviews and peers’ recommendations rather than traditional ads.
According to a survey conducted by NICE Systems. On the flip side, bad call center experiences spoil millions of daily opportunities to drive business value. Placing a caller on hold for a long time, lengthy call queues, asking for redundant information, shuffling callers around, and redirecting callers to your website are some of the most common mistakes call center agents make that drive customers away.
According to research by Forrester, a one-point improvement in companies’ CX scores could result in increased revenues of over $800 M. Therefore; it is vital to monitor and measure agent performance to ensure they are delivering optimal customer experience. However, archaic quality measuring practices like forcing your agents to listen to their recorded calls, can demoralize your staff and drive the wrong behaviors.
Fortunately, you don’t need to break the bank to have an effective quality monitoring program. You don’t need the greatest or the latest technology either. All you need to do is work closely with your agents, help them when they make an error, or applaud them when they do the right things. At Call Criteria, we’ve been helping call center managers listen and coach their agents for years. By leveraging a combination of technology and human skills, we equip contact center managers with real-time data on agent performance and quality of customer experience.
Remember, quality monitoring aims to ensure that customers are getting the quality of service that the manager and company expectations. Therefore, instead of using a rigid call quality form which may be demoralizing your team, consider creating a custom scorecard based on your industry, your agents’ performance, and your contact centers’ goals. More importantly, recognize that the data collected from the custom quality scorecard can be used to identify best-performing agents, top mistakes and even be used for coaching and training new hires.
If you are skeptical about ditching whatever scorecard or quality monitoring method you are using today, we challenge you to try it out. Experiment with one team for one month, and then ask your agents and supervisors for their feedback. Tell us how it goes.
We’d love to hear your feedback.