Seven Tips for Success in Quality Monitoring
- Dedicate the majority of your time to coaching agents.
- Provide agents with feedback that is targeted to specific improvement areas, rather than giving general comments with no direct action items.
- Capture and publish examples of excellent service to help agents learn customer interaction best practices.
- Give coaching time and feedback to agents within 24 hours of the interaction to ensure it is freshest in everyone’s minds.
- Offer agents online access to their feedback, scores, and recordings to best involve them in the training process.
- Tie concrete metrics to agent performance, match them against skill levels, identify areas for improvement and advance the metrics as the agent gains experience.
- Enable agents to flag calls for a supervisor’s attention – either when they feel they need more training or when they want to highlight a job well done.
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