There are a myriad of connection points between your
business and the end customer, and while your contact
center associates may not be the first point of contact, there
is no doubt they are the most important.
In my experience working with large contact center
operations, we see that managers often lack the time and
resources needed to properly evaluate associate
performance--it's why they bring in outside Quality
Monitoring experts who can objectively assess the
situation and offer honest, practical insights and
recommendations for improvement.
Lisa Butler
Managing Principal,
Service Delivery
The Quality Monitoring process involves both the collection and mining of data
from a company’s customer calls, emails, chat, and social media – ideally
combining it with other company data to derive insights from deeper in the
organization. While this process varies slightly by industry sector and company
size, I’ve found the most complex and nuanced Quality Monitoring programs are
often tied to the healthcare industry.
Health insurance providers handle calls from both members and providers and
are required to meet specific compliance standards and contend with extensive
regulations to maintain state contracts. Third-party Quality Monitoring teams that
are trained in the complexities of the specific regulations are best suited to help
insurance providers monitor the performance of associates.
It is critical to pinpoint the areas that contact center associates need to improve
on so they can be rectified. When data is collected across multiple channels and
deciphered, the story it tells can be used to improve associate performance and
enhance the Customer Experience.