Call Outcome – how to monitor and evaluate calls.
Call evaluation is the means to facilitate call quality & outcome and should embrace a program to advance the proficiency of every individual CSR. It entails call monitoring, call evaluation, CSR appraisal and relations proficiency training. Let’s consider every component separately:
The extremely time consuming job of listening to live phone calls requires perhaps more supervisor and management time than any other job. Fortunately, digital technology is nowadays lightens the work of recording calls and retrieving them, so the former days of live phone call monitoring no longer live with us. Some companies promise significant productivity gains for managers and supervisors purchasing that digital recording equipment. Unfortunately, until you define a call evaluation program, such recording equipment will only worsen the CSR morale and efficiency.
Besides, you require advanced software that not only presupposes easy retrieval, but also involves the characteristics like scoring on a personal basis, preselecting phone calls of particular CRS, letting CRS mark calls for assessment and aid, etc.
Certain vendors are attempting to sell the idea that the duration of the call is a sign of its quality and brings software, which mechanically classifies calls over a definite length.
The real value of Digital Recording
There is no doubt, phone call recordings are helpful in dispute resolution and complaint treating. It may be useful to receive “thank you” calls or to supply feedback to other sections of the organization. Nevertheless, the real efficiency is to aid to advance CSR call quality. The means to effectively carrying out digital recording in a call center is to determine guidelines for usage. It is believed that the recording of phone calls provides us with better and more reasonable basis for evaluating a CSR, than accidentally chosen calls on an inappropriate day.
The guidelines should embrace respect for confidentiality, issues how monitoring will be used; the CSR should have a chance to choose other calls if the choice turns out to be non-representative. These guidelines must be regularly improved as practice shows the need for perfection.
No matter if you are listening to live or recorded calls the main thing is to have a well determined norm of a quality call and a preconcerted scoring scheme. The call evaluation model identifies the 9 basic components on which to ground call evaluation. These represent the key factors of all communication and relations establishing skills required in a CSR.