No matter how good your quality management process is, you need fundamentally strong QM tools to capture customer interactions, surface underlying issues and take corrective action. These tools typically include recording, quality monitoring, coaching and speech/text analytics. In fact, it is virtually impossible to implement a first class QM process without great QM tools. Aspect has been providing effective quality management tools for years, but recently we have made some significant enhancements to our offering, and there is no better set of QM tools in the marketplace today. Watch this short video to see what Aspect has been up to, and then read on to understand how to build a highly effective QM process.
There is a good reason why contact center spend on quality management alone is over 50% of the total spend in the WFO market: It is the most fundamental of all contact center workforce optimization tools. Quality management has been used for years in contact centers all over the world, but most organizations have not paused to develop a set of best practices for the overall process. Below are five simple best practices (enabled by QM technology) that have proven to be effective for contact centers of all sizes:
- Identify the proper sampling size – The number of calls that should be monitored will vary by industry and type of call. On average about 6.3 calls per agent per month are monitored.
- Establish a well-defined monitoring process – Clearly document the monitoring process, since this will force critical thinking as well as consistency within and across the contact center.
- Design a concise but thorough evaluation form – Each evaluation form should include shared evaluation questions that are used in all of your evaluation forms as well as questions that are tailored to specific call types.
- Create a scoring guide – In order to ensure that everyone on your evaluation team is aligned, and to create an atmosphere of fairness for the quality management process, you really need to create a written Scoring Guide.
- Implement a system for coaching – Coaching is not an optional function, even though it often is one of the first areas to get sacrificed when interaction volumes spike. You can’t hold agents to metrics and goals when there is no mechanism to help reach them.
If your contact center has already implemented a well-defined quality management process embracing best practices like those above, you should be entertaining some more advanced best practices like the following:
- Calibrate your evaluators – Calibration is an effective way to keep your quality management team, operations team and coaching team fully aligned, and a well-considered calibration process can help take some of the subjectivity out of the inherently subjective nature of evaluations.
- Audit your QM process – This is a great way to hold the quality team accountable and build credibility for your quality process, because the quality team is being held to high standards just like the agents.
- Ensure your agents are engaged – Creating healthy competition brings out strong performance in all of us, and conspicuously displaying quality scores will make a marked difference in the attitudes of your agents. Also, give agents a really robust user interface that makes QM and coaching tools easy to use, which will quickly improve competence and engagement, ensuring better customer experiences.
- Use analytics to hear the voice of the customer – Random monitoring and surveys typically account for less than 1% of all calls. Speech and text analytics programs give you the capability to search through 100% of your customer interactions and uncover agent best practices as well as issues with individual agents or teams and operational issues that may span the entire contact center.
- Look for process improvements – Quality management is a process of continuous improvement, and if you properly implement quality management, your contact center should be continuously getting closer to quality goals. QM also gives you a window into customer perceptions of your business with which you can improve processes, products and parts of the business well outside of the contact center.
Aberdeen Group cites “retraining of agents based on individual assessments” as a top strategy being used by WFO leaders in their recent report, Contact Center WFO: How to Balance Customer Needs with Agent Productivity. Fair and actionable individual assessments are the benefits of an effective quality management process like the one described above. Use great tools and a refined process to ensure that you can be counted with the WFO leaders.
Latest posts by Mike Bourke, SVP & GM Workforce Optimization (see all)
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