If you are working out the quirks and gathering all the needed information to create an efficient QA monitoring program, there are a few factors to take into consideration before you establish your QA monitoring plan in writing.
Doing so will set a good base on how to go about building a strong program that is result oriented for both management and front level employees.
Before you begin putting your QA monitoring processes on paper and get the ball rolling, here are five things to know prior to creating a QA monitoring program.
1. What you want to achieve in every customer interaction
It's easy to tell your customer service support team that you need them to do their very best. But you need to tell them 'how' they can do so. Set a path of action for employees to achieve. Try creating objective and measurable goals by which you can hold staff accountable.
Is your main focus on AHT? Or are you looking to cross-sell or upsell your products or services at least once during the call?
Depending on your products and services, decide what the main goal will be when agents interact with your customers.
At this point, you might be thinking of a few goals you would like to achieve every time a customer gets in touch with you. Be sure to concentrate on one single goal in order to stay focused and align this idea with your mission and vision!
2. What agents can do to reach the set goal
With a clear idea in mind of what you need agents to achieve, it's time to pave the road.
Work with managers who work closely with support teams to create a step by step process for your customer service.
Behaviors, idioms and tone of voice all work towards creating a positive customer experience.
Not only can you create actionable expectations, but you can set daily, weekly, monthly and long-term goals so as to motivate and improve performance.
3. Anticipate your customers' needs
By foreseeing your customer's needs and knowing what they are looking for when contacting your customer service support staff, You will be able to better assist them and better prepare your team for the challenges to come.
The key is to avoid surprises so agents can navigate the customer landscape seamlessly. By now you've probably already had quite a bit of customer contact. You know what clients call for and how to address their questions and expectations. With this in mind, create a customer-centric scorecard that grades agents objectively and pertinently based on customers' needs.
4. Write your scorecard like you would a love story
Every customer interaction is like a romance. You have to entice, seduce and lock them in. There is a right moment for everything.
Create a framework for your QA scorecard with all the questions that a client can have and how an agent can address each one.
This can easily be done through scripted texts that serve as a guideline, so agents can get a feel of how it is expected for each client conversation to flow.
5. Prepare to evaluate top performers and underperformers
Some of your technical customer service support staff will be awesome. Others will need a little bit more assistance.
Learn to handle both scenarios. Having an action plan for over performers through rewards and public recognition is crucial.
Don't let a job well done go unnoticed. Praise can be a great motivator for the individual as well as for the entire team.
The same goes for those that need a boost. Avoid downplaying the severity of the results and hold all agents accountable for their actions. However, communication is key and knowing how to give proper feedback can stimulate or demotivate depending on how the message is delivered.
With a little bit of planning, building a QA program can increase and standardize your customer service.
Don't know where to start? Check out the 8 steps to building a QA program for your support team from scratch.