Feedback and Support
Feedback from the monitoring process should be unbiased, utilizing a scoring and evaluation system that is fair and agreed upon in advance by all parties, and it must be consistent and regular. In addition to setting milestones, they must be maintained, built upon, and progressed.
Feedback can be delivered one-on-one, remotely, or by conducting group sessions where agents can share and disseminate best practices. Whichever approach is chosen, it is essential that participants have the opportunity to contribute to the discussion.
Furthermore, this does not only encourage their involvement in the process but their comments and suggestions are often very insightful.
Staff support should be provided via training and development, as well as action plans that assist in improving agent performance, always with the goal of improving customer satisfaction and achieving business objectives.
Providing a platform for a consensus on what good looks like is a required step.
If all stakeholders agree on what constitutes 'good' and include the criterion on your monitoring forms, your call and quality monitoring teams will be able to achieve the objectivity needed.
The measurement criteria must be clearly defined and agreed upon, and there must be a consensus as to what constitutes "good" performance.
As well as monitoring quality internally, it is often useful to compare your performance with those of similar organizations. People tend to believe that their company is truly unique, but this is rarely the case, and external benchmarking provides a more objective picture.
It allows you to see how you are truly doing against the 'competition' and can often aid in setting realistic targets.