Measuring Success.
Call Quality monitoring is an integral part of most call centers and provides information on how agents perform on their calls.
For many operations the quality program is more than just a necessary piece of the puzzle. It is a powerful resource to provide invaluable insight into how agents are performing and sets the foundation for an effective feedback (coaching) program. After all, Knowledge is Power.
As part of our Sales Success program, MetrixPerformance can assess your current quality program and help you align it with your long-term sales strategy.
For the “Coaching for Success” program to work effectively, managers/supervisors that are coaching their team members need to be able have a thorough understanding of their performance.
A powerful way to gain such insight is to listen to and evaluate sales calls based on what the agents have been trained to do.
Powerful feedback can be provided when those that coach have specific call performance data to work with.
Real-time monitoring
Powerful feedback and encouragement can be provided when coaching occurs in real-time or almost immediately after the completion of the call, as opposed to listening to pre-recorded calls from a few days ago and then waiting until the next formal coaching session to provide feedback on a call that the agent most likely will have completely forgotten by then.
Successful organizations combine real-time monitoring and coaching with their traditional coaching efforts based on data from previously reviewed calls.
Supervisor/agent calibration
Many call center operations have found real value in letting agents listen to and evaluate their own calls and then calibrating the call against the quality team or their supervisor.
Agents often get powerful self-coaching insight into their call performance when they put on the hat of the call evaluator! After all, self-awareness is a powerful change agent!
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