WHY AREN’T YOU USING QUALITY MONITORING? www.inin.co m
Why Arent You Using Quality Monitoring
Aug 07, 2015
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What is Quality Monitoring?
Evaluation of all business conversations regarding criteria of quality determined by the company
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Quality Monitoring Lifecycle
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What does it include?
Agent Feedback:
Agent Coaching:
Agents should be given feedback on their performance which empowers them to do better
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Special coaching should be given to agents so that they will perform better
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Why Quality Monitoring?
• Improving customer care• Supervisory oversight by trainers• Supplementing training programs• Security of customer data• Verifying sales orders
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Benefits of Quality Monitoring – For Customers
• Improved customer service: Customer service is giving customers what they want in the best possible way
• Personalized relationships: Customer retention is built on familiarity of the customers with the agents which will in turn increase their trust towards the company
• Reduced hold times and call transfers: Reduced hold times are essential for customer retention as they tend to hang up on the call if there are long hold times.
Benefits of Quality Monitoring – For Agents
• Effective training and coaching: Using actual customer interactions during a training exercise allows supervisors to better train their agents to deal with real scenarios
• Improved training and performance: Agents are inspired to fine tune their performance if it is tied to incentives such as bonuses
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Benefits of Quality Monitoring – For Supervisors
• Effective Management: Supervisors that understand the benefits of effective management invest their money and resources into educating and motivating their agents.
• Sensitivity to service quality: Supervisors find it easy to understand the problems faced by agents while interacting with clients and can work on it
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