Best Practices for Compliance Call Monitoring

Operations Management, Quality Monitoring, Multichannel Quality Monitoring, Quality Assurance calibration

Jul 17, 2012

I am currently implementing compliance and quality monitoring for the calls of the customer service representatives. I have read as many dozens of posts and articles about the volume that needs to be QAed. Based on what we could gather, we have decided that QA should be done for a minimum of 3 calls per CSR and per month with the target to achieve 5% of the total calls. In certain centres, the target is or will be achieved, in others, based on the volume of calls and/or the # of CSR, this would require obviously additional resources that needs to be justified.

– Francois Girard

Answers

  • christi barth Posted at 11:29AM on Aug 21, 2012

    Starting from the ground up, I am working to have our customer service department accept the Quality program and view it as a positive move on the company. Prior to establishing a metric for Quality, I have sat down with every CSR to review calls and had the CSR discuss points of opportunities as well as their strengths. Strived to be open and available for any additional coaching or assistance the CSR may need on a daily bases and established the QA as a positive resource. Now I am formatting tools to help capture data from the calls I monitor and develop a report so the company can see that their investment in a Quality Program was not only a great decision but absolutely necessary in a call center environment. To me, developing a Quality Program requires full understanding and acceptance from the entire company to make it effective and valuable as well as equality with negatives and positives of the information collected. A Quality Program is always a great necessity to have in a company.

  • Terry Lang Posted at 9:01AM on Aug 22, 2012

    Francois - I agree with Christi...you need to get the entire organization involved in your contact center QA program. Some quick thoughts on a new QA system... - Don't develop your evaluation criteria in a vacuum. Make sure it drives behaviors that support the organization's overall goals/customer service strategy and maximize the unique value the contact center can add - Very few companies can afford to do a statistically relevant sampling of calls. Do the "right" number for your organization so your CSR's have confidence in the program but be very careful not to present these findings as the "average customer's experience." - I am a big fan of having two QA scores: One for call quality and another for call accuracy. These can be dramatically divergent skill sets and require separate approaches to corrective actions. I hope these help.

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