Quality Monitoring, traditionally seen by agents as the dreaded ‘Big
Brother’ operation of a company, can be transformed into a process
appreciated by agents, as well as helping achieve customer service
objectives. Key points include:
- Work to get everyone to accept that quality monitoring is an essential aspect of call center management and must be done well for everyone’s good;
- During feedback sessions, avoid criticizing agents frontally where possible. Ask questions to get them to critique themselves, then offer ways to improve;
- In grading, expectations must be clearly defined to agents before they start their jobs – not after they are graded;
- Have a clear understanding of company objectives and strategies and match QA objectives to meet those needs;
- Hire people who can work within the strategies of the company (i.e. don’t hire a ‘Techie’ for a sales job, or a customer service type for a sales position, etc.);
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