In our past blog, we defined Quality Management at a high level. Now, let’s start diving into the main components and the key processes you will need to drive success, starting with Sampling.
The first step is to identify the sample size that is appropriate for your business. So what is the magic number? The number of interactions that should be monitored will vary by industry and by type of call, for example, financial services typically requires more monitoring because of the many regulations. If you are just getting started with a quality process, start with sampling one call per week per agent to gain a baseline of risk and opportunity. On average, about 6 calls per agent per month are monitored for quality.
Most companies have no basis for the number of calls monitored per agent, they rather rely on a set number of calls to monitor, per employee, as determined by management or past history. Other companies determine the sample size based on the number of available monitoring resources—i.e. interactions per hour multiplied by hours allocated to monitoring.
Studies have shown that where there are dedicated Quality Assurance (QA) resources, they monitor two to three more calls per month per agent than companies that do not. Also, those that use quality monitoring software, on average, monitor about two more calls per month than those without such systems, indicating an advantage to both QA groups and specialized software, in terms of increasing the volume of calls monitored per month. No single call monitoring technique will always meet the needs of your agents or your operation. Using a combination of side-by-side monitoring and silent or remote monitoring through live or recorded interactions is an industry best practice. QA groups tend to rely on remote monitoring using recorded voice and data while supervisors conduct more traditional live monitoring sessions—using silent and side-by-side techniques to stay in touch with employees.
Technology isn’t the solution to these challenges—it’s only an enabler. Your call quality process must be sound with or without the technology. The next blog will talk about the evaluation process.