We wrote it in our previous blog: an optimal customer experience begins with insight. Insight into both quality and content. But as a customer contact manager, how do you monitor quality? In this blog, we share 4 tips.

1 Look at the raw data

If you use a good solution, it is very easy to spin out a summary of the raw data. This gives you insight into how long the phone rings for a particular employee, what was discussed, how long the conversation was, what the conversation was about, how many conversations there were on a particular topic and whether they were positive or negative conversations. This gives you a good initial picture of how your team is performing.

2 Check the details

After the raw data, you naturally want a deeper look. If the raw data shows that customer satisfaction is down, zoom in on that. Are there many calls on the same issue, which employees made that call, is there perhaps one employee where many of the calls are negative. With this drill down, you’ll arrive at specific action items to coach an employee, a group or perhaps the entire team. Has the customer name been mentioned often enough? Was the connection broken by the customer and not the employee? Things like that are important. If you don’t have a good tool for that, you have to sit next to an employee to assess their competence. That, especially today, is not easy. Listening back to all the conversations or reading back chats is way too time consuming. With a good tool, you can easily pick out the contacts with the most striking results. That saves a lot of time.

3 Sample assessment

Then you can randomly review the customer contacts, whether they took place by phone, email or chat. In doing so, it is important that you develop a standard way of assessing. For example, always use the same form of questions. That way, you can calibrate the outcomes, and you can properly compare results regardless of the coach, team leader or manager who conducted the assessment. Because the results are comparable, you can also print overall reports. Based on those results – individually or as a team – you can decide if employees need further training.

4 Set triggers

Apart from the customer contact an sich, it is of course also important how much time an employee spends on follow-up work. Information must be entered into the right systems and the right follow-up actions deployed. By setting triggers, you are always aware if a campaign is taking too long or a certain employee is always overdue. Then you can take very targeted action so that quality goes up and employees become more productive. Moreover, this allows you to better assess how many employees should be assigned to a campaign and when the peak times are.

Curious?

The ideal customer journey, the optimal customer experience, is the primary factor by which you can differentiate yourself from the competition. By structuring your quality process, you contribute to the future-proofing and success of your organization, both in the short and long term. Do you also want to stand out in the market? Then contact us without obligation. We will gladly work with you to find the ultimate solution for your customer contact center. Want to get acquainted first? Stay informed by signing up for our newsletter.