5. Convincing Your Telephony and IT Sub-Teams
Make sure the Telephony and IT sub-teams know their roles and responsibilities in carrying out their end of the plan.
- All part of the same larger team along with the agents, managers and supervisors
- Each sub-team should have created detailed project plans
However, your IT and Telecom teams may be uninformed about a new implementation. Try to prevent this as it may cause unforeseen complexities.
6. Educating Your Call Center Agents
Your call center agents should be educated on their sub-team's specific quality improvement purposes.
That's why, try to do the next:
- Increase upsells
- Increase saves
- Increase new sales
- Call time to resolution
- Caller time on hold
- Ask them for other ideas
7. Including Agents in Coming Up With Evaluation Criteria and Forms
Once the metrics are defined, your agents can help you define evaluation criteria, in essence, creating the forms. Remember, that self-evaluation is often one of the most effective building blocks to improvement. Many companies ask their employees to perform self-evaluations.
8. Appointing Your Agents
Appoint a few agents to a "system review sub-team" for representing agent feedback on what could be improved with the quality monitoring program.
- System improvements wish list
- Team goal review
- Evaluation criteria review
9. Throwing a Great Kick Off Party
This means that you may announce weekly performance purposes and prizes. And you may allow your agents to evaluate supervisors' calls at the party. Every great party needs a contest with fun prizes. So, give the best evaluations a cool gift, such as a Starbucks card or Ebay gift certificate.
10. Scheduling a Benchmarking Session
Try to schedule a benchmarking session with another call center that has been quality monitoring for over a year and seen improvements. Exchange discoveries, stats, tips.
Be sure, this will be a fun exercise. However, watch people relate as they realize common issues in their everyday jobs, pay attention to how your company's customer service goals are accomplished.
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