Tag Archives: Coaching

BLOG – SIKORSKI’S THINK ABOUTS – QA PROGRAM: FORMAL MONITORING POLICY

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A formal policy should be in place and detail:

  • Performance Guidelines
  • Tools and Measurements
  • How reviews and scores will be communicated

Here are the components:

  • Performance Evaluation Policy Form
  • Performance Standards (Calibration) Chart
  • Quality Monitoring Form
  • Performance Evaluation Form

If you would like samples of these forms, please send me your email and I will gladly share . . .

Trends in Quality Assurance:

  • Less punishment more training
  • Cheaper data storage
  • Helps the rest of the business
  • Integration with other systems
  • Customer surveys and be sure to share with your staff
  • Screen capture with recording
  • Speech analytics

This week’s question for your Supervisors – Do we have sufficient staff reviewing employee performance?  If not, what is your plan to prove why you need more?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts

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BLOG – SIKORSKI’S THINK ABOUTS – QUALITY ASSURANCE PROGRAM: MEASUREMENT PROCESS

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The measurement process should take into account all customer interactions – Voice, Email, Chat, Social Media, ++.

Side-By-Side Monitoring

  • Sitting next to the Agent & “Double Jacking” into the telephone set
  • Provides: “On the spot” coaching and guidance

Silent Monitoring

  • Access an interaction in process to listen/view both sides of the conversation without agent or caller knowledge
  • ALWAYS record interactions that you are silent monitoring to develop an improvement plan or disciplinary action

Real-Time Monitoring including Speech Analytics

  • Alert
  • Record
  • Instant Message
  • Speak to agent without callers knowledge to offer advice
  • Join Conversation
  • Walk Over to the Agent

Voice Recording

  • Can be all interactions or random (specific number per agent)
  • Allows the agent and analyst/supervisor to listen/view together and score independently

Screen Capture Recording

  • Navigation through your host system
  • Appropriate notes
  • Accessing the right information to help the customer

This week’s question for your employees – Which monitoring measurement process does your staff like the best?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts

BLOG – SIKORSKI’S THINK ABOUTS – QUALITY ASSURANCE PROGRAM – COACHING

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What will coaching do?

  • Correct undesirable behaviors
  • Improve communications skills
  • Increase productivity
  • Decrease Employee Turnover
  • Staff will become more engaged
  • Result in suggestions to improve procedures
  • Optimize Contact Center performance

Role of your Supervisors/Team Leaders

  • Must meet Objectives and KPIs
  • Own the quality of their team
  • Identify opportunities to improve each agent
  • Modify agent behavior through coaching

Role of your QA Analysts

  • Monitor for compliance
  • Establish company standards
  • Provide the calibration function
  • Identify company trends
  • Identify areas for improvement

Gone are the days of big brother watching

Employees want to know . . .

  • How am I doing?
  • How do I sound on the telephone?
  • What could I have done better on that interaction?
  • What should I have said to make the sale?

This week’s question for your employees – Why do you like being coached?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts