Home | About Us | Services | Ideas & Insights | Contact Us

Monitoring



Areas we look at include:

Goals. What are the program’s goals? Are the goals aligned with the customer strategy and business goals.  Is agent performance improved? Are customer issues identified? Are problem process areas identified? Are systems issues identified? Is the customers’ experience assessed?

Value. How does the center benefit from the monitoring process? What is the cost/benefit of the agent monitoring program? Is monitoring viewed as a positive or a negative by agents?

Evaluations and frequency. Who monitors calls and emails? How often are agent evaluations completed? Are evaluations prepared and delivered by the evaluator/monitor/coach? How soon after the event is feedback provided to the agent? Are samples random?

Evaluation criteria. Can evaluation criteria be mapped to specific skills? Does the skill have a purpose? Is there a definition of the correct way to perform the action required, i.e. standards? Are skills weighted to identify the most critical skills?

Documentation. Are agent calls “scored” using an evaluation form? Is the evaluation form and score used as a development tool? Are new hires “graded” differently? What’s the impact of a good or bad score?

Calibration. Is there a method to ensure that different people will evaluate and interpret the performance criteria in same way? How are agent concerns handled when complaints about fairness surface? How frequently are evaluator calibration sessions held?

Tools. How are agents monitored? Is the process manual or automated? Is there a capability for capturing screen navigation?



Typical outcomes include:

Improve business performance by focusing agents (through evaluation criteria) on behaviors that generate value and impact business goals.

Improve agent performance by providing timely, meaningful, actionable feedback.

Improve business performance by capturing the “Voice of the Customer” to identify business issues.

Improve the customer’s experience by improving the effectiveness of monitoring and agent feedback through clarification, standardization, and calibration of the monitoring process.

Improve agent retention by making monitoring a tool that helps agents succeed.

Improve the customer’s experience by developing quality management programs that cover all customer interactions.