It is very important for every call center to have quality monitoring, thus, you have to pay attention to implementing this. The following are tips that will be helpful for you when implementing a call center quality monitoring solution.
1. Writing a Clear Outline
Try to write a clear plan of the reasons behind bringing a call recording system into your call center's work flow:
- Profits to agents
- Profits to customers
- Profits to company
Starting with a plan before rolling out something new is very good. It will help you get the picture and in this way, to be sloser for your success.
2. Introducing the Concept of Quality Monitoring
If you will introduce the concept of quality monitoring well in advance and initiate tasks, then you will empower agents to participate in the process. The goal of call quality monitoring is to help improve customer service and meet overall performance metrics. Employees can help define the quality assurance metrics and play a significant role in continuous performance improvement.
Using the word "we" when addressing your employees will help you to be sure they know that you're on the same side. They will know that this implementation will profit everyone in the company.
3. Reiterating Company Customer Service Purposes
Customers actually pay salaries and wages. And it is often much easier to retain customers than get new ones. So, treat all co-workers as customers and good habits will form.
Do this only for goals of the call monitoring implementation, but reiterate this often. The companies with the strongest customer service beliefs are the most successful ones in the world.
4. Creating a "Team" Atmosphere
A "team" atmosphere has to be created for your agents. Do the next for this:
- Set up a team recognition and rewards program
- Highlight stellar service examples via internal emails and newsletter articles/photos
- Form sub-teams to make task management easier