If you think that call monitoring involves double jacks and fussy checklists that include the famous “well-modulated voice”, you’re missing out on the very real benefits of today’s quality monitoring programs – yes, the up-to-date technical term is quality monitoring to include electronic communications with customers as well as the support staffer’s use of the internal systems.

Eight easy steps are all it takes.

Know your quality context

Bad quality monitoring programs stick with criteria like “a well-modulated voice” because they are not related to a larger quality objective. What’s quality for you? A pleasant phone manner? Adhering to the procedures? Getting the right answer to the customer? Being efficient?

Take time to define the objectives of the quality-monitoring program before diving into the implementation.

Pick your method

There are at least three ways to conduct quality monitoring: side-by-side, in which the monitor simply sits with the support staffer and observes; silent monitoring, in which the monitor does the work from a different location (and, if recording is involved, possibly at a later time); and multimedia or shadow monitoring in which both the interaction with the customer and the use of the internal tools is captured and observed in real time or later on. Side-by-side is of course simplest and cheapest while multimedia is the most involved, but also the most flexible.

Make your choice based on the goals of the program, the configuration of the center, and of course your budget. It’s not forbidden to mix and match either!

Create a monitoring checklist

The heart of the quality-monitoring program is the checklist, which should spell out specific skills that can be observed and rated independently of each other and reliably. Spend time getting it right and make sure you include items around the quality of the resolution provided to the customer, not just whether the scripted greeting was followed or other mechanical aspects of support.

Use a schedule

If you monitor “whenever there’s time”, you will either 1) not get it done or 2) end up with a biased sample of calls. Follow a predefined schedule to ensure that you capture the full spectrum of customer interactions. Monitor both electronic and phone interactions if your center uses both.

Coach constructively

Deliver coaching promptly and privately. Make it specific and always start with the positives. Be open to the support staffer’s input on what really happened (even with fancy multimedia monitoring tools, the monitor may have missed something) and what can be done to remedy any weaknesses you found.

Get a tool - maybe

A simple monitoring initiative in a small support center using side-by-side monitoring requires not one fancy piece of technology. With a larger center, and especially if some of the staffers work from home, you will want to invest in some recording technology. As always with tools, carefully define your requirements rather than automatically buying the cool stuff you may never use.

Build acceptance

No mystery here: support staffers fear monitoring programs if they believe that they are mere devices to catch them doing something wrong. Be open with the checklist and the rating scheme and be careful to include plenty of positive reinforcement in the coaching, especially at first.

Make it better

Even a good quality-monitoring program can be improved to make it more efficient and more relevant to customers’ needs. And think about innovative ways to leverage the monitoring program. Perhaps you can use recorded calls to train new hires (or even as a recruiting tool). And they can be useful way beyond the confines of the support center: a few well-chosen calls can do wonders to share customers’ hot buttons with company executives. Keep your thinking hat on!


About the author
Francoise Tourniaire is the founder and principal of FT Works, a consulting firm that helps technology companies create and grow their support operations. She is the author of “Best Practices for Quality Monitoring”, a practical guide to creating new quality programs and reinvigorating ailing ones including processes, checklists, tools, and metrics. You can find a full description at www.ftworks.com/QualityMonitoring.htm). You can contact her at 650-559-9826 or FT@ftworks.com.