Table of Content
- Reasons for call Recording
- Concept of Quality Monitoring
- Customer Services
- Working as a Team
- Roles and Responsibilities
- Staff Training
- Evaluation Criteria
- Quality Control Programs
- Organize a Grand Opening Celebration
- Follow-up Meetings
1. Reasons for call Recording
Clearly state your reasons for introducing call recording into your call center workflow.
- Benefits to the agency
- Benefits to the customer
- Benefits to the company
Before introducing something new, starting with a sketch is always a good idea. It's like using a recipe before you cook it. I'm unsure if this is the best comparison, but you understand. A structure is a plan for success.
2. Concept of Quality Monitoring
Introduce the concept of quality monitoring with employee activity monitor ahead of time and initiate tasks that staff can participate in.
- The purpose of call quality monitoring is not to catch unreliable employees but to improve customer service and overall performance indicators.
- Staff can help identify quality assurance indicators and play an important role in continuous improvement.
Always use the word "we" when referring to staff. Make sure you are on the same page and that this implementation benefits the entire company.
3. Customer Services
Identify your company's customer service goals.
- Customers are the ones who pay your wages.
- It is often much easier to retain customers than to attract new ones.
- Treat every employee as a customer, and you will develop good habits.
This is unlikely to be done just to set up call tracking, but it should be repeated frequently. The most successful companies in the world, except organized crime, are the ones that have assimilated customer service the most.
4. Working as a Team
Create a "team" atmosphere in the agency.
- Create a team recognition and reward program.
- Showcase examples of exceptional service through articles/photos in internal emails and newsletters.
- Sub-teams should be created to help manage tasks.
Why are basketball teams with compelling role players (2003-2004 Detroit Pistons) always very successful, while teams with individual players fail (2005-2006 New York Knicks)?
5. Roles and Responsibilities
Ensure the phone, and IT sub-teams understand their roles and responsibilities for their part of the plan.
- Along with the agency, manager, and supervisor, they are all part of one big team.
- Develop a detailed project plan for each sub-team.
Suppose the IT and communications teams are not informed of the new implementation and do not learn about it until the call recording servers are installed in the data center. In that case, unnecessary problems can lead to unforeseen situations that could have been avoided.
6. Staff Training
Train call center staff on specific quality improvement goals for subgroups.
- Increased revenue
- Increased savings
- Increase in new sales
- Call handling time
- Call waiting time
- Ask for more ideas
Our goal is to increase our sales by 40% over the next two quarters. We believe we can achieve this by focusing on improving the way we serve our customers in our call centers.
7. Evaluation Criteria
Involve agencies in the development of evaluation criteria and forms.
- Once the evaluation criteria are defined, agencies can help define the evaluation criteria, primarily by creating forms.
Self-assessment is often one of the most effective elements in improving performance. More and more companies are asking their employees to self-assess, but it is not because managers are lazy.
8. Quality Control Programs
Appoint certain agencies as a "systems review subgroup" to provide feedback to agencies on improvements to their quality control programs.
- Systems improvement wish list
- Review of team goals.
- Review of evaluation criteria.
This would be comparable to asking Derek Jeter, Jorge Posada, and Mariano Rivera to provide Yankees GM Brian Cashman with information about additional staff and potential team chemistry issues. Like their colleagues in the call center, they work in the field daily, and their input is invaluable.
9. Organize a Grand Opening Celebration
- Announce the week's goals and awards
- At the party, have the agency evaluate the supervisor's calls.
A big party also involves a contest with great prizes. Offer cool gifts like Starbucks cards or eBay vouchers to top employees.
10. Follow-up Meetings
Schedule follow-up meetings with other call centers monitoring quality for a year or more and have seen improvements.
- Share findings, statistics, and tips.
It is fun and shows how people communicate with each other, how they identify common problems in their day-to-day work, and how they work together to solve them.
