Hi
I am reviewing our call monitoring programme which I believe is too infrequent to have any real benefit (once every 6 weeks possibly longer). I would be interested to hear of peoples experiences of this, in particular how frequently do you monior agent performance for it to be of real value in terms of changing behaviour. I accept that it needs to be flexible enough as to target those that need more coaching but I am trying to gather some evidence as to what industry best practice is
We did a quick poll a little whle ago and it seems that the most common is a monthly programme that monitors around 6 calls per agent per month.
At this level it is starting to outstrip a manual system and would probably need some automated quality monitoring tools to make it work.
I spread out the monitoring sessions performed for each associate.
1st & 2nd week = 1
2nd week = 2
3rd week = 3
4th week = 1
Total of 7 monitoring sessions per associate per month
By reviewing the scores daily I am able to catch any issues as they arise.
Hello, im Mr Z. im a student from malaysia and i have this question that i do not understand. If anyone of you have any suggestion please i'll open my ear to hear....
the question is
- how the role of an agent in a contact centre supports the general
operation
Hi
Make friends with your resource planner/stats anylist.
If they pull your KPI stats together, they will be able to point you in the direction of agents who need more frequent monitoring.
Good luck!
Kind Regards
Sue
It all depends on what you expect your team leaders to be doing. If you believe the majority of their time should be spent in coaching and developing their agents, then the standard expectation levels that are common in the industry of 6 or 10 per agent per month are way off the mark. If we assume a common ratio of a 1 to 12 TL to agent ratio, that means a TL will only listen to 120 calls a month at the maximum level. At a generous level if each average call length is 10 minutes, that is only 20 hours a month spent listening to calls.
Are you asking the right question? You mention the need to less more frequently so you can correct agent behaviour, should we not be moving more to an environment where the reason to listen to the call is to actually catch the agent doing something right and rewarding them for it - reverse psychology indicates then that agents would automatically improve quality of infomration given and delivery if they know that someone is listening not to catch them out but catch them doing something right.
At TalkTalk (CPW), previous employer we strove for a minimum of 10 per agent per month, or 4% of calls handled.
Hi Friends,
PLease help out me by telling me the most apt way using which i can make my agents to take customer delight calls with 100% perfection...
Thanks and Regards
Nits...
Hi Nitesh,
There a few things to consider:
1. Can your agents give the customer what they are calling for -if they are not able to then it is hard to delight the customer.
2. Do your systems support your agents -minimum IVR, quick and easy to use with good call text options.
3. Are your agents trained in knowledge, skills and attitudes? Do they have a consistent but flexible framework and do you train and coach them?
Have a look at the E-Skills framework for free advisor competency matrices.
http://www.e-skills.com/ARCHIVES/Contact-Centres/Contact-Centres-Careers-and-Skills-Framework/1075
Hope that helps.
Carolyn
Talking about Customer Delight I feel, the entire focus and coaching must revolve around HOW TO SAY IT. As we move in India more towards an age of number portability, the only thing that will differ and retain customers is GREAT SERVICE.
a. This needs to commence with auditing one agent atleast twice a week - covering 8 calls/agents a month and timely feedback mechanism to be in place.Many a times we observe QAs only doing audits but due to operational reasons are not able to share feedback. This reduces the purpose of auditing to zilch.
b. Briefing sessions when being a forum of sharing updates - must not only focus at WHAT new is to be shared, but most importantly, HOW TO POSITIVELY PHRASE that update for it to delight customer. For instance: Saying - "All local calls you will be charged at Re. 1/minute can be better put simple as "Mr..you will surely enjoy calling all local numbers at ONLY Re. 1/mins".
First thing you need to account for, like someone said before is the number of agents each team has. I think call monitoring is a great part of a Team Leader´s role. Just like a football coach watches the games. Therefore I believe any Team Leader can listen to 10-12 calls daily. Without great problem.
And from there, depending on how many agents he/she has under its wing, you will get to the number you are looking for. Call Monitoring will result in better and better customer service, and if the agent has a chance to listen to himself then call monitoring is stewed to perfection.
Mr Z,
The role of an agent is the most important one. If the agents objectives are correctly set in accordance with the callcenter´s, then everything the agent does, affects the general performance of the contact center.
Example: If you work Inbound and you arrive 30 minutes late, and your call center doesn´t answer one of it´s calls... It´s your fault. You just negatively influenced you center´s results.
If you have a lower than average Call Handling Time (let´s leave quality issues aside for a moment) and therefore answer more calls, then you positively afect you contact center´s numbers.
It depends on the objectives, but the agent is who determines wether or not the Contact Center is successfull or not.
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