Five tips for practical monitoring

The monitoring of customer service, telemarketing and customer interactions in general is often neglected. It is generally seen as a bothersome, time-consuming activity. At the same time the benefits it offers might be ignored – especially if the monitoring is not done “right”.

Similarly, reporting is difficult to create and to maintain, and in the worst case it may be handled by 1–2 people. This makes identifying areas of improvement extremely difficult, not to mention identifying successes!

So how can you make the most of monitoring?

Take a thorough look at your evaluation form. Think about each evaluation item: does it help your customer service personnel achieve their goals, and on the other hand, does the item have anything to do with your company’s strategy and values? If you cannot see a connection, you should immediately ask your supervisor to explain it to you! If you feel like the current evaluation form is not working, you can find some tips in our previous article: How can you implement an excellent quality assurance process?

1. Start with open mind

When you know exactly what is expected of your team, you can start monitoring quickly by picking a person, sitting next to them, listening to them remotely or listening to their customer contact recordings. Start with a positive and open attitude. Do not think too hard about each item. Simply go through all of them, one after another. This may sound scary, but it allows you to monitor a large enough number of contacts per person that you get a good grasp of their abilities as well as areas that might require some development.

2. Adequate number of evaluations

How many contacts you need to monitor probably varies from person to person. With some people, you will need a lot of data to demonstrate the need for changes. Challenging employees will often claim that they had a bad day, the customer was difficult during that specific interaction, and so on. When you fill out evaluation forms covering several days, different times of day and several contacts, you will see whether what the employee says is true or just their own impression.

3. Analyze the results

Analyse the results and identify the person’s critical areas of improvement while thinking about your organization’s goals. At this point, it is important that you put your personal feelings aside and focus solely on your customer service goals. If you are using quality assurance software, this should not take a lot of time. If you are using Excel or another difficult method, you need to take some time to find the root causes behind the areas of improvement. Do not forget the person’s successes!

4. Give feedback and show the results

When you know what skills the employee needs to develop and what his or her strengths are, you are ready to provide feedback. I strongly recommend presenting the results and letting the employee identify the areas of improvement: 90% of the time they will be the same ones that you identified. This method is much more successful at getting the person to commit to adopting new habits that support the organization’s goals! You can read more about giving feedback Here.

Get quality assurance software

If your company is not yet using quality assurance software, please contact me by calling +358 (0) 50 5737601. With our help, you can cut down the time spent on quality assurance by thousands of hours every year, and your supervisors can spend that time on analysing the results, giving feedback and coaching the employees. This will lead to excellent customer experiences and improve the well-being of your personnel. Please feel free to contact me! Until then, I wish you many rewarding monitoring experiences!

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Ville Mikkonen

Ville Mikkonen

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