- Company Policy. – Scorecards should conform to the company policy, and should be in line with the following:
- Customer Expectations
- Known scoring factors. – Of course, all scorecards and their contents should be well briefed and should have various factors included within the live call monitoring. We will look at those factors next.
Scorecards For Live Call Monitoring
Live call monitoring is one great tool that enables you to analyze and check for different agent behaviors. Here is an alphabetical list of some of the things that you may want to include in your scorecards for live monitoring. (I have made a list alphabetically as all of the points are as important as each other.)
- Attention. – Is the agent paying attention to the caller and their needs?
- Compassion. – Is the agent showing compassion to the callers’ situation? They need to remember that it is only a small minority of people who will call with a problem that they are not bothered about resolving. That means that it must be critical to the caller. Therefore, the agent needs to show that they understand.
- Effectiveness. – One of the most important words of any business is value. Is the agent providing value to the interaction in a practical way?
- Flexibility. – Is the agent flexible to the callers’ needs and emotions? A caller may go through several emotions throughout a call, and the agent needs to be flexible in their responses.
- Friendliness. – Friendliness and politeness are two of the biggest things that a caller will see and judge performance on. First impressions count here. If you start a call being unfriendly and then switch to being friendly, or vice-versa, the caller will always remember the bad parts.
- Integrity. – Does your call center promote honesty with accurate, unbiased information? Are they admitting when an issue is beyond their capability and transferring to a more appropriate agent when necessary?
- Passion. – Passion for doing the right thing for the caller by showing an unwavering interest to their issue will go a long way. However, if there is no interest in the call, it could be very damaging.
- Personalization. – Personalization is a mixture of a couple of the other things in this list. However, forgetting some of those points will make it a less personal call.
- Professionalism. – Are the agents conforming to company standards? Are they able to be understood? Do they have a confident manner?
As you can see from the list above, many factors must go into a scorecard. The more thought you put in, and the more training given to the agents, the better the result will be.
Quality Monitoring in Your Call Center – Extra Considerations
There are a few extra considerations that you need to think about in quality monitoring in your call center. In this section, we are going to take a look through what some of those things are.
- Routine Communication. – It is all well and good for you to brief the above points to new starters. However, there is often miscommunication and misunderstanding in expectations. Therefore, it is a wise idea to have routine meetings with your staff to reiterate those points and tell individuals where they are doing well or not.
- Plans. – It is a wise idea to also have in place, an actionable plan for when departments or individuals are not meeting the expected standards. These plans may include extra training, etc.
- Performance reviews. – Include quality monitoring performances into standard staff reviews.
- Incentive. – Incentive and reward plans are always a great way to get better performance from your agents.
- Acknowledgment. – Immediate recognition and reward for the highest standards of call interaction will provide extra incentive to do better work.
Quality Monitoring in Your Call Center – Conclusion
Quality monitoring is one of, if not the best ways to improve quality in a call center. Every call center has its performance requirements and expectations. Using the tips above, and the right software for your company will give you dramatic improvements in performance and ROI.
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