Creating an efficient Quality Assurance monitoring program requires solid strategies. With the right plan in place, you can build a robust program that is results-oriented for both management and front-line employees.
Before you begin putting your QA monitoring processes on paper, here are five things you need to know.
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, measurable goals to which you can hold staff accountable.
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 a 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 of what you need agents to achieve, it's time to pave the road for QA monitoring. Engage with managers who work closely with your support teams to create a step-by-step process for customer service. Then ensure you make the ideal process crystal clear to agents so they can work toward the overall goal you’ve set.
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Not only can you create actionable expectations, but you can set daily, weekly, monthly, and long-term goals to motivate and improve performance along the way.
3. Anticipate Your Customers' Needs
By predicting your customers’ needs and knowing what they’re looking for when contacting your customer service support staff, you’ll be able to assist them better and prepare your team for the challenges to come — as well as create a better QA monitoring plan.
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.
You can do this through scripts that serve as a guideline so that agents can get a feel for the expected flow of each client conversation.
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 top performers through rewards and public recognition is crucial.
Don't let a job well done go unnoticed. Praise can be an excellent motivator for the individual as well as for the entire team. In a recent survey, 37% of respondents said more personal recognition would help them produce better work.
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 monitoring program can standardize your customer service and improve outcomes. Don't know where to start? Check out our eBook, How to Build a Successful Omnichannel QA Program.