We all know how important it is to monitor agent’s calls within the contact centre; but it’s vital that this process is always carried out correctly. At RSVP, we believe in the importance of always providing agents with feedback – whether you listen to a positive or negative call.
So, we’ve put together a few top tips on how to make sure you’re making the most out of monitoring calls!
1. Provide Feedback
We already know how important it is to provide agents with quality feedback – don’t worry, we’re not going to bore you with information you already know! – but when giving feedback, staff will most likely feel under pressure, especially if you have listened to a negative call:
The best way to overcome this is not to tell them off, but to talk to them. Remind them you’re on their side and you want them to succeed. A good starting point is to get them to listen to the call, and then ask them their overall opinion – see if they recognise whether they said all necessary statements during the call; if they were actively listening to the customer; not rushing etc… if they are able to pick up on their own mistakes, this proves they already know what they’re doing wrong and need encouragement rather than one-to-one coaching. Underperforming agents don’t just reflect negatively on the company from a customer service perspective, but this can cause a wider impact as well. Discuss with them, for example, how much mistakes can cost the company.
After the problem has been recognised by the agent, you can then go about providing positive feedback. It’s encouraging to highlight things they do well whilst also discussing how they can improve aspects of calls they don’t handle so well. Whatever the fault is, make it seem simple to correct, advise them that they can fix the problem by simply changing how they do this…
Feedback also needs to be given regularly. At RSVP, we have trained staff that monitor calls daily, whilst also providing the agents with necessary feedback as soon as they’ve listened to the call. Generally if problems are picked up on quickly, they can be resolved just as fast, ensuring customer service is kept to an excellent standard.
2. Ensure Team Leaders are Constantly Coaching
Your team of agents should always be kept up to speed with training – whether they’ve been with the company for years or weeks. It’s always helpful to hold regular ‘refresher’ training sessions to ensure the whole team are on the same page, whilst providing the opportunity for staff to raise any concerns they may have.
It’s also a good idea to hold mini ‘peer to peer’ sessions where agents can learn from each other.
Ideally, team leaders should be spending most of their time managing their team – monitoring calls, coaching agents and running incentives to motivate the team etc.
At RSVP, we believe that by monitoring calls, holding regular training sessions and always supporting your team, your agents will naturally improve their overall performance and therefore your business will grow.